5 Elements of Delivering Outstanding Customer Support

Companies hang pictures on the walls with their mission, vision, and values. What makes us curious is the claim of providing exceptional customer service as part of their goals. The trouble lies in answering: do they provide exceptional customer support?

The client always seeks to feel accommodated with the customer support provided. They expect it to be significant and served in the best way. Customer support service providers might think that it is just a matter of giving a warm welcome and answering questions, queries, or problems, but it is not.

What Is Customer Support, And What Is Its Importance?

We all know that customer service is a fundamental pillar of any business or company. But, do you know how to provide good customer support? Do you know the impact that satisfied (and dissatisfied) customers can propagate on your brand's reputation?

Customer support is a set of actions carried out by a company to satisfy the needs of its customers.

The Importance of Customer Support Service in Numbers

Talking about the impact of customer service in terms of marketing can seem a bit abstract if we don't quantify the topic. For this reason, let’s review some studies that corroborate the importance of this service within any business.

• 89% of consumers said that a quick response to a query is essential when deciding the company while buying a product.
• 97% of people said that poor customer support affects their purchase decisions.
• 96% of consumers think that customer service is an important factor in their loyalty to a brand.
• Companies that provide good customer support earn between 4% and 8% more revenue than their competitors.

5 Elements of Delivering Outstanding Customer Support

While customer support service is a fundamental part of a company's philosophy and its values are to some extent "evergreen," this does not mean that the possibilities offered by this service are static. Today's consumers and technology are completely transforming customer support processes. Therefore, if you want to improve your company's customer service, you must know how to respond to the demands of today's world. This article shares the five elements of delivering outstanding customer support that will surely help level up your company.

1. Diversity Of Communication Channels

Customer expectations have a lot to do with the possibilities offered by today's technology. Having several channels of contact with a company is a key aspect of the ideal of customer support that today's consumers hope to obtain.

2. Online Customer Support and Mobile Technology

Online customer support and mobile technology are worth highlighting. They help us understand the importance and boom that social networks and mobile technology have brought within online customer service:

• A third of consumers use their smartphone to contact customer service.
• 90% of consumers expect to find an online portal dedicated to customer support.
• Almost half of users expect answers to their questions and complaints through social networks in less than 24 hours.
• Furthermore, almost 20% of these expect responses in less than an hour.

3. Focus On Your Employees

For gaining satisfied customers, you must implement a customer support strategy with happy employees. So, what is a customer support strategy?

Customer support is an effective marketing tool. Building a customer support strategy is an art that requires dedication, plans, effort, and a healthy dose of commitment.

The logic is very simple: if your employees are happy and motivated, they will be more committed to your company. They will want to do everything possible so that your customers receive the best experience.

Companies that focus on developing customer support strategies to improve customer service have seen an increase of up to 20% in employee engagement.

4. Take A Proactive Approach

The American General George Patton once said: "You always have to do more than is expected of you." We can apply this phrase in all walks of life, and we can start here by highlighting the benefits that a proactive approach can provide to your business initiatives.

In general, many companies passively base their customer service on waiting until a customer has a query or complaint.

However, this type of mindset represents a waste in terms of business opportunities.

For example, if a couple of customers contact you with the same issue, is it worth limiting your customer support to a simple reply? Instead, wouldn't it be better to research your entire user base about such a problem? Perhaps you could discover that many people have the same problem, but they do not say anything.

The solution is creating an email marketing campaign to solve the problem and contribute directly to the user experience. A proactive approach allows you to provide a good customer support experience capable of meeting the needs of all those customers who have the same problem.

5. Optimize Your Social Platforms

Can you provide customer support service without social networks? Yes. Are opportunities lost if you do not have this service through social networks? Absolutely! Let's consider everything we have said before about social media and customer service. There is no doubt that companies that do not have a marketing plan for social networks are missing great business opportunities.

Social networks promote and make people talk about your products. They have become a fundamental element of communication with the customer. There is no doubt that the importance of customer support for any business is deeply rooted in being accessible via today’s social, digital, and mobile channels.

Would You Outsource Customer Support?

How does a business process outsourcing or BPO strategy look in practical terms? Outsourcing customer support solutions is about redistributing your marketing efforts by investing more resources to improve your customer support within budget.

5 Benefits of Customer Support Outsourcing:

Maintaining high levels of quality in customer support service generates the following benefits for companies:

1. Greater consumer, customer, and user loyalty.
2. Increase in sales and profitability.
3. More frequent sales, greater recurrence with the same clients or consumers.
4. More sales, since satisfied customers are more willing to buy other products or services.
5. Promotion of your brand through customer advocacy resulting in more sales.

Contact OS4W for BPO and customer support outsourcing solutions.

Outsourcing customer service can be a great opportunity for companies to reduce costs and improve the quality of customer support.

Make your company a benchmark of excellence, and let your clients’ become spokespersons and ambassadors for your brand! Call to book a free consultation today.