Doing this keeps customers up-to-date with the latest versions of the company’s services and ensures high performance and security levels.ĭ. Secondly, they must be able to help them fix the issue in the most seamless and timely manner.Īccording to the book Technical Support Essentials, troubleshooting is a multidimensional skill that requires a combination of confidence, analytical reasoning, and experience.Īnother crucial aspect of customer support includes helping customers with timely maintenance and upgradation of systems. Firstly, they must effectively communicate with the customer and note all the essential details pertaining to the problem. When a customer reports a technical issue, the customer support team has a two-fold responsibility. Customer onboarding is crucial because it sets the foundation for their long-term association with your brand.Ĭustomer support agents can offer onboarding assistance in the form of welcome emails, video tutorials, sign-up process/first login, data import, etc. Onboarding refers to the entire process of helping new customers understand how to use your products and services. Source: Kommunicate Whitepaper: Customer Support in 2020ģ. This is the era of proactive customer support. Gone are the days where merely meeting customers’ expectations was enough. With the help of the latest developments in technology, brands are doing everything in their power to constantly delight customers – ensuring they meet customers wherever they want (email, chat, social, phone). Today, support is highly customer-centric. With the invention of the telephone in 1876, that changed, and from there, support constantly evolved, with the origin of call centres in the 1960s, email and live chat in the 1990s, CRMs and social media in the 2000s, to the dynamic tech-driven customer service helpdesk solutions of today. Until the 1870s, customer support was mainly confined to physical interactions between the buyer and the seller. Of course, over time, the method and mechanics of delivering customer support have evolved, as have customers’ expectations of what constitutes great support.
Meeting customers’ requirements and serving them better than the competitors to encourage good word-of-mouth and loyalty was, and remains, the core of customer support. In its traditional sense, it dates back to the time humans started trading.
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