Thanks to modern software tools, most teams now have the same list of capabilities and they are able to achieve a similar level of effectiveness. Because of that, you need to come up with a different strategy to make your business stand out and thus, beat your competition. You can start by enhancing the customer experience. However, that doesn’t necessarily mean that your customer support channel needs to drain your funds. There are ways to slash those costs and simultaneously straighten you support center.
Simplify the Information on Your Website
One of the main reasons why your customers want to get in touch with your support center is unclear information. Whenever a customer is unable to precisely determine the purpose of one of your services or the functionality of your products, they will either look for your support channel and contact your agents right away or abandon their cart.
Neither of these situations is beneficial for your business.
Details about your offer may be clear to you and other professionals that belong in your business niche, but that doesn’t mean that a layman is able to understand them.
For that reason, you should simplify the information on your website and explain the lesser-known terms where necessary.
Train Your Support Agents
Lack of expertise is a time-consuming problem that increases your costs and can irritate your customers.
Your support agents need to be thoroughly familiar with every detail in your offer. Other than that, they also need to have good communication skills. Only in this way can your agents actually assist your customers and solve their problems.
However, you can’t expect your support agents to be serious professionals if you don’t provide them with the room and means for development. You should subject your agents to regular training, monitor their work and encourage desired behavior.
Build a Powerful FAQ Page
A significant number of customers aren’t too keen on establishing a contact if that’s not particularly necessary. So, getting in touch with you is their final resort – beforehand, they will check every corner of your website in order to find the desired information.
This is why you need to invest into building a powerful FAQ page. Since it needs to hold a large amount of data, make sure that it’s simple to navigate. This way, your customers won’t need to reach your call center – they can simply browse through your website.
Enrich Your Blog with Tutorials
Another way to solve complicated problems and dilemmas of your customers is to direct them to your blog page.
This will be particularly useful for customers who don’t fully understand how to use your services or products. So, if you make clear tutorials that contain details about your offer, your support agents won’t have to spend hours explaining the practical use of your offer over the phone.
Make the Most of Social Media
Over fifty percent of your customers expects you to answer their messages on social platforms. Unfortunately, less than thirty percent of your customers are satisfied with the response they receive.
Social platforms are a cheap communication medium. Instead of paying the phone bills of your support department, you can talk to your customers for free.
In order to popularize this medium, just publish a post that encourages your followers on social media to get in touch with you. In time, you will be able to build a strong community of fans who will express their satisfaction regarding your service.
Implement a Live Support Chat
An effective way to decrease the costs of your support center is to replace it completely. Having a separate office filled with employees in charge of providing support can be quite pricey.
Instead of that, you can implement a live support chat to your website and shut down that department for good.
Each of your employees can be connected to this software, so everyone in your office will receive a notification whenever a customer needs you. The MS dynamics live chat integration will widen your communication channel – it’s properties extend to call, video and chat.
Besides, a live support chat is an excellent way to increase your conversions. You’ll be able to communicate with your leads and prospects, solve their dilemmas and turn them into customers.
With no or minimal investment, you can revolutionize your support center. By optimizing your website, training your staff, and enriching your website, you’ll be able to make your support center more efficient. And, by spreading to social media and implementing live chat software, you’ll be able to enhance your communication channels.
However, if you want to see real changes taking place starting tomorrow, you need to take action right away. Remember, it’s necessary that you encourage and award desired behavior, set the right example and listen to the needs of your customers.
Author Bio: Jason is a Sr. Technical Writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.