Solving customer problems can feel like having superpowers. Not all heroes wear capes, but it would be nice to gift capes to customer support agents. To sharpen your customer support superpowers, here are four tips to keep in mind when offering customer support.
Make a good first impression
Making a good first impression is always important. When your customers contact you, the way you respond could be their first or only impression of your company and brand. If the customers have a bad experience, they are likely to get a negative view of your company. Zendesk says their brand culture is meant to be quirky, fun and humble, and they try to embody these things in their responses to customers. If you know you messed up, it is important to own up to those mistakes and take necessary steps to fix them.
Set expectations
Is is important to note, that those on the front lines of support have the opportunity to set the tone for the entire interaction with the customer. Setting the tone includes setting boundaries. For example, there are some things that an agent isn’t able to do, such as major account changes on the customers behalf. There are a few good ways to set expectations for customers on what the agent is able to offer.
Firstly, you should state clearly how long the customer might have to wait before help can be offered. This way they know they are being looked after, and that it might take time to find a solution. Another thing is to give insight into back-end processes, so that the customers understand all the steps and efforts that go into solving the problem. Lastly, it’s also good to send frequent updates to customers, so they don’t think they have been forgotten.
Focus on the fundamentals
Before jumping into a conversation, it’s important to make sure that you have the tools and resources you need. For example, if you are working in live channels like chat and finding it difficult to respond to customers in a timely manner, you might consider getting another monitor. This way it would be easier to view, share and locate information that customers need, so you can offer better customer support. It is also important to tweak your workflow so you can keep pace with your customers.
Learn from mistakes
Support agents have hundreds of chances every week to apply what they have learned from a single exchange. For this reason, it’s worth to review interactions that could have gone better. Once you have noticed an area for improvement, write it down and ask your team lead to help you look for chances to apply this knowledge. It is also possible to utilize personal macros in Zendesk to leave reminders, or even fill out ticket fields and confirm a caller’s name and email address.
Source: Zendesk
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