The Role of Customer Support
Before, “customer support” was viewed as a cost center in every company. It used to need customer support agents who required managerial approval, and it is not available around the clock. Sounds like a nightmare for modern customers, right? Eventually, customer support evolved into better definitions.
Customer support is now the face of a company. It is a critical component of sales and is available anytime in any form. Agents are now empowered and fully capable of helping with questions and requests. Customer support now holds the future of businesses!
Providing excellent customer support is providing timely and compassionate help to your users. You put your customers’ needs on top, assuring them that you give them their money’s worth. When you excellently support them, they will most likely refer you to others, remain loyal, and even help you in your marketing opportunities.
Customers can reach you for support through email, phone, chat, social media, knowledge base documentation, and more platforms. More users have seen the convenience of chat and social media customer support as they can be accessed more quickly than other platforms, but the choice ultimately depends on your brand.
If you have not established customer support in your company yet, it is high time to do so. According to Hubspot, 58% of their surveyed customers said their expectations for customer service have increased after the pandemic. To make your support even more accessible, you can provide them in the most in-demand languages in business. These languages include:
Note: Customer support is different from customer service. Customer support focuses on assisting customers with technical problems, while customer service deals with the customer experience and collaboration. Both play important roles in businesses.
Now, should you go for chat support or email support service? Learn the differences between the two platforms and understand how email support is your next best investment.