How to Make Your Customer Support Friction-less?

You as a customer might have felt a lot of friction in the customer support process at some point. And in case if you have ended with certain complaints, it shows that the customer support system is lagging somewhere while dealing with its customers. To make the process frictionless, it is equally necessary to understand those touch-points where the customers respond, complaint, fume, or feel happy.

While making the customer support process more frictionless, the question that pops up at the very first opportunity is how well you understand your customers and tap the opportunities on different channels to interact with them with some results in mind.

And the core of every service is to make your customers eventually happy about the product or services they use.

Zero in those Channels that Your Customers use

Today, customers are available on every possible channel that’s projecting or talking about the product or services. Most of the customers look for a brand that takes a stand on their words and stays accountable for the product or services they offer.

Here, it is mentionable here that customers use these channel casually and their responses base on their immediate experiences. So, if they don't like a product they speak out about it immediately on social media channel. What they try to convey here is a bad experience they had about the product or service. Social media has come up as the most engaging channel that customers use today. Also if you are using these channels then show some immediacy to respond with a solution that customers usually look for.                                                                                           

Depending on the scheme of your business or the type of product, you should maintain your channel, accordingly. For example, if the product is software-based, then customers seek support via emails or chat. For example, customers not happy with a particular airline usually complain about it on Twitter. So, prepare yourself for a particular channel and utilize every point of contact with the customers.

Make a Rich Knowledgebase

It is necessary to make a knowledge base to give your customers a self-help repository to make them aware of your product or services. In the long run, if you have prepared a knowledge base, it helps in making your customers purposefully engaged while looking for solutions.

If customers find solutions on their own, they become more acquainted with the product or services. By making a knowledge base, it also helps the customers to find help on their own. The sense and motto behind creating the knowledge base is to make your customers self-dependent while finding a solution. A knowledge base gives your customers several reliable avenues to find solutions with much lesser efforts invested.

In addition to this, a knowledge base is something that you can keep working on as per the interests and preferences of the customer's change. The role of the knowledge base also consolidates the idea of educating your customers while they use the services.

Hubspot is a very good example that has created such a huge knowledge base to ensure its users that they get every needed information on their website itself. For different marketing tools, they have many tutorials that teach its users how to use them.

Purposeful Engagement with a Solution

Put your customers into some purposeful engagement and make sure whatever time they invest in knowing or using your services should have a fruitful outcome. So, make a purposeful customer engagement strategy that should involve every customer and their respective choices.

Now, it is essential to design your customer engagement strategy to tap the full potential of your customer psyche. And to ensure why you need to have an overview of the place where the customer is going to land if they are at all investing time with the product or services.

A very common example in our today’s life is Google Doodles that engages the user immediately. Google recognizes its user choices and wants them to spend more time on the things they offer. It also helps in their marketing when people talk about it offline.

Make Your Whole Team Approach Tougher Problems

At times, your agent may not address a problem on his own. And if he spends his next minute to connect the customer with an expert and the next minute comes with the best possible solution to the customer, it is highly likely that the friction is reduced between the moment a customer looks for a solution and the moment when he finds one.

All in all, it is necessary to make a team that has experts in various domains that customers usually face some issues in. Once they are all on the same platform, it becomes a lot easier to deal with your customers in much lesser efforts. 

For example, Uber has set an example by initiating a corporate educational program to address some fundamental issues that influence the customer experience. The idea is to make an environment that sustains the long-lasting customers using the services without many issues. So, making a team and developing respective skills in them helps in providing some unexpected results. 

Customer Happiness Should be the Goal

I have a friend who told me that when last time he visited a restaurant and found his soup to be very unsatisfactory and complained about it. The manager asked the head chef to go and meet him personally at his table and listen to the details of the complaints. By the time my friend left the restaurant he already had his favorite flavor of the soup and some personally customized cuisine in his main course and left the restaurant on a positive note.

What worked in this situation is that the service provider kept the satisfaction and happiness of the individual customer in his mind and took mandatory steps for the same. Every service provider should keep it in his mind to make the eventual customer experience utmost satisfactory for the customers and make it as memorable as possible. In that case, the chances are that the customer who uses it would become the personal advocates of the product or services.