10 rules for organizing effective customer support

    Building really high-quality customer support is very difficult. You must precisely determine how user requests are taken into account and how priorities for processing their requests are determined. It is also necessary to understand how the performers are determined and how support staff will take into account closed tasks and report on the work done. The formulated rules are actually formal procedures that implement individual business processes in your company. They can be described in text, in the form of diagrams, or in any other graphical representation. If the business processes in your company are complex, then each process can be divided into modules, and each such module can be detailed in detail.

    However, the described business processes of your company do not mean that your customer support service will work. Its employees need to master the necessary level of knowledge and learn the mass of techniques for working with users. And, of course, they need to be given a tool with which they will communicate with users.



    Customer Support Policies


    Any customer service should follow the rules that have been knocked out in stone by the tears of generations of their predecessors. They experienced firsthand how to do it and how not to.

    1. The customer is always right!


    If people choose your product or use your service and pay money for it, then they have the right to get an answer to any, even the most stupid question. Even if the client is mistaken and his claims are not substantiated, it just means that you need to explain his mistake to him. Any decision to refuse an “inadequate client” should be made by the company's management and only after a positive closing of the application.

    2. Always notify customers of receipt of an application.


    Whatever communication channel you use, you should always have a service answering machine configured that will automatically send a message that the user’s application has been processed. Thus, your client will know that he will be helped soon.



    3. Learn to determine the urgency of incoming tasks


    Of course, you must solve the problems of absolutely any client. But you should always understand that if a client is losing money right now because of problems on your side, but his application must be resolved immediately. A simple user question about whether it is possible to insert a picture with a cat into some block of your service can be left for later. Even if the application with the cat arrived earlier. And this leads us to the following rules.



    4. Inform the client about the timing of solving his problem


    If you can’t immediately fulfill the user's request, or if you have a more urgent matter, then always report the timing of your response. The client will know that they are working on his problem, and soon everything will be fixed.

    5. Reply within 24 hours


    Regardless of your workload or urgency of the application, the answer to it should be no later than 24 hours. Perhaps, only holidays can be exceptions, since in our time many companies often work on weekends.

    6. And, of course, immediately inform the client about the solution to the problem


    Do not make him guess about it or spend time trying to repeat the action that led to the error. It causes nothing but irritation.

    7. Answers to user questions should be concise and without unnecessary details.


    It is important for users to know that their problems have been resolved and to receive information on how to prevent the recurrence of errors. At the same time, try to avoid the official style and always look for common ground. Get sympathy from your client and you will get positive communication and excellent feedback in the form of reviews and recommendations.

    8. Responses to applications must be literate


    Nothing spoils a company's image like a spelling mistake in an official letter. Especially if she is funny. Remember that any such situation can lead to a screenshot of a support service error appearing on social networks.

    9. Always end the conversation


    The client must say for sure that his problem has been resolved and he has no questions for you. Any understatement will be interpreted as your incompetence and adversely affect the entire company. Always thank customers for the treatment and the time they spend on it. Remember that they bring you money in the same way that your service or services help them earn money.

    10. Build a knowledge base


    Most customers will write customer support only as a last resort. They will search your entire site in search of answers to their questions and, not finding them, they will write annoyed letters. Any customer contact and closed applications should be analyzed, and if their repetition is possible - write about this instruction or a short note in the FAQ. So you can anticipate a lot of problems and remove most of the burden from your employees.

    These rules may seem obvious, but in real work, almost every company that organizes a customer support service does not observe all of them. Which leads to very unpleasant problems out of the blue. If you initially approve a similar instruction for employees and train them to constantly check it, so that it comes to automatism, then you will avoid many mistakes.

    It remains only to figure out which tool customer support will use in its work. This is very important and there are many options. Most large companies use CRM services with integrated modules for accounting applications, which enter all incoming requests from users. Responsible persons are appointed there, all applications are processed, tracked and closed.

    This is very convenient for monitoring customer support staff, but it is quite difficult to integrate into the structure of the company. Implementation of CRM is a multi-stage process, which includes analysis of company needs, development and implementation of services, as well as testing and licensing. You will also need to train all employees and organize user support for the service itself. And, of course, such systems are quite expensive at the initial stage of implementation and require constant maintenance.

    Most startups cannot afford such powerful systems, and therefore they have to use various programs for conducting applications. Or even access the simplest web services for project management. At Deskun, we decided not to go the normal way and developed ourGmail-based customer support tool . As a result, it turned out a service that can be deployed to work in just 5 minutes . Employees are trained very quickly, as Deskun integrates seamlessly into the familiar email service interface.

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