Customer satisfaction is a vital key to any successful business and has always been the goal to any customer support channel. Without customer satisfaction, you’re no better than not having customer support at all. All customers having enquiries always expect to be treated with courtesy and be provided with the best solutions. This is vital to keeping customers happy and loyal to your business.
With this being said, it is important for businesses to look into the variety of customer support channels where they are able to reach and be reached best by their customers. Here, you will get to know the different effective types of customer support channels which a lot of businesses are using to keep in touch with their customers.
The most common type of support would be the phone support. Even if this type of support is old fashioned, a lot of people still opt to call customer service. Not only do customers get a fast and real-time response to any enquiry but it assesses their emotions better. Verbal communication describes the issue faster and clearer than written communication. And when your customer’s concern is urgent and complex, having phone support would settle the matters quickly. Just make sure your line has a good network connection and your operators handle calls efficiently, time-wise.
Another old-fashioned yet viable type of customer support channel would be the email support. Just like phone support, email support needs a team of support agents to handle customer queries via email. It gives the support agents ample time to come up with the best solution to any customer queries. Not only that, email support also allows customers to send out queries beyond business hours, whenever convenient for them. And each email conversation can be kept or archived by both parties for future reference.
A type of support that provides a quick and direct customer service without the need for verbal conversation is through the live chat support. Live chat is a must-have to any company’s website. When customers want to escalate an issue, the first thing they usually do is visit your website and look up to your customer support center. When you have a live chat implemented, it automatically pops up everytime someone opens your website, thus allowing customers to see support immediately. One support agent can hold multiple live conversations all at the same time which is cost-efficient. And of course, when you integrate your live chat with chatbots, repetitive queries can be automated.
SOCIAL MEDIA SUPPORT
Living in the modern world, almost everyone uses social media and has access to it. So what’s another better way of support than reaching out and being reached by your customers than via social media channel. On social media platforms, customers can be engaged in a variety of ways, be it in public comments or direct messages.
Let’s take Facebook Messenger for example, it now has the ability for customers to choose from a list of queries they’d want answered and with each type of query, automated answers are given and of course real-time interaction can happen depending on the availability of a support agent.
Also, since social media is a public platform, whenever people comment on a certain subject, other people would also have the ability to see them, allowing customers who have the same concern to know your response and be oriented with the solution or answer. Not only that, but it also allows customers to interact with each other, enabling you to decrease the workload of your support agents.
FREQUENTLY ASKED QUESTIONS
One of the biggest cost-savings support channel is the Frequently Asked Questions or FAQs. With the name itself, Frequently Asked Questions are the list of questions that are frequently asked by your customers and their answers. FAQs are usually posted on the company’s website as well as other social media platforms. Since it is posted on the website, FAQs are available 24/7 helping you greatly on cost and customer support effort. But since FAQs are basically the general overview on a particular subject, it lacks an individual approach on a customer’s unprecedented issue.
MESSAGE BOARDS OR FORUMS
Since people love to interact socially via the internet nowadays, one of the effective types of support channels we can consider is through online forums or message boards. It’s where people of the same interest flock and openly discuss certain topics and issues even on your products and services. Likewise, you can set up message boards or forums wherein it allows your customers to interact with each other and let your support team assist.
INTERACTIVE VOICE RESPONSE (IVR)
The interactive voice response channel is an automated voice channel wherein a telephony system interacts with the customers during a call and is responsible for routing the customer’s requests or queries to the necessary departments through a dial pad or voice requests. You may have encountered calling customer support and initially hearing an automated voice that says, “Press 1 for English, press 2 for Japanese, press 3 for Spanish…”, and then you’re directed to a customer support agent that suits your language preference or who is specifically assigned to address certain issues. This is what IVR is for, you can set this up when you want to sort callers in regards to their issues.
How do you choose the best one for your business? The first step to knowing which channel to take is to evaluate your type of business and your customers’ needs. Keep in mind that a satisfied customer is a loyal customer! So whatever type of customer support channel appeals to you, always ensure customer satisfaction.