Customer experience refers to how a customer interacts with your company and its products and services. If you are in the support industry, just like any other industry you need to ensure that your customers to have a great experience. To help you out, here are some of the ways of ensuring that your customers have a great experience:
Offer stellar mobile support
We can all agree that of all the modern technology, mobile technology has received the highest uptake where it’s estimated that over 91% of all adults have mobile phones. Studies show that over 60% of people use their mobile phones to search for customer and product support. To ensure that people searching for support information get the service that they are looking for, make your website responsive to mobile phones.
Regularly update self-service resources
Self-service resources are resources that customers use by themselves to find what they are looking for. The most popular resources are Frequently Asked Questions (FAQ). To keep your customers happy regularly update the FAQs with fresh, correct information. In addition to this, regularly answer the questions that most of the customers are asking.
Offer live chat option
The live chat option is common with online retailers, but there is no harm with you using it in your industry. This option is that it makes it easy for people to reach you. The customers also get to chat with you or representative in real time. Studies show that almost 60% of people looking for information about a product or service prefer live chat to phone calling or sending emails.
To take advantage of the option and make your customers happy you should have the live chat feature on your phone and app (if you have one). As rule of thumb, ensure that there is always someone available to answer the questions asked.
In addition to the customers using the feature to communicate, you should also integrate it in such a way that the customers are also able to co-browse while chatting with you. This is to make it easy for you to direct them to the page or exact area where they can get the answers that they are looking for.
Offer excellent and professional social media support
When social media sites (Facebook, Twitter, Linkedln, Snapchat and others) were created, most of them were aimed at bringing people together. Businesses and corporate companies use them to keep their customers on the know on the available products and services. They also use them to answer questions from their customers.
According to studies, most young people like asking questions on social media sites. To address this group, have a social media expert dedicated to answering questions asked by people via the sites. As rule of thumb maintain professionalism when answering the questions.