Making sure every customer has a fantastic experience is a challenge. All companies want their customers to feel like VIPs. The right support can make a real difference for your customers and help you grow your business. Investing in your top customers can yield a big ROI. You might think building VIP support will take a lot of resources. VIP support can be simple but still offer value to your customers and make money for your company. This blog gives you 3 simple but effective ways to deliver VIP support.
1. Targeted Welcome
Offering extra help and a personal message to your VIPs is a good starting point. When you're small, consider doing it for all your VIPs. The more you grow, the more you'll need to streamline and offer different tiers of support.
If your product is a bit more complicated, include an invitation to a tip and tricks session in your welcome email. Get your customer to invite all their teammates to this special session so you can convince the whole team and ensure they use your product effectively. This is a great way to engage customers.
2. Personalized Onboarding
Personalizing onboarding will allow more VIPs to upgrade to the paid plan. For onboarding to be successful, you need to know what your VIPs are trying to accomplish, or have they begun their free trial and used it on their first project? You should set up some milestone checklist to ensure they're engaged and retained. These milestones tied to how you want to help your users continue to get value from your product month after month.
Check if they are using the product effectively, or have they learned the shortcuts and tips on the key features? Users not activating key features or low activity during check-ins? Message them directly to see if they need help. Make sure you give them a few tips, emphasize its value, and let them know you're happy to answer any other questions. You should engage users before the end of their free trial. You want new users to realize value after signing up for the trial as soon as possible.
3. On-going Support
Offer continuous support, identifying and preventing churn. Your VIPs won't stick around if they don't use your product; by the time they churn, it's too late. You'll get some insight into why they churned if you're lucky.
Remember that it's the account activity that counts, not the individual users; if one person is inactive for a while, it's okay, but when a whole team's activity drops, you should be concerned. It would help if you approached churn personally and meaningfully - identify the problem and provide support. As a result, you're retaining more revenue over the long term.
Final Thoughts
Creating a unified experience for VIPs and employees.
Here's how to make VIPs and employees happy - use an omnichannel support system. Your omnichannel platforms should provide a unified experience for VIPs and your employees so they can be more productive. Get your customer engagement up with our DSM Suite 2.0+ Omnichannel. Your team will have one inbox for all your messages from Chatbot, Live Chat or any Messaging Apps like WeChat, Line, WhatsApp, and Messenger. They can eliminate time-wasting switching between systems and duplicating efforts across systems and reduce the number of errors.
With our DSM 2.0+ Omnichannel Support (powered by Zendesk), your customers and teams will be able to communicate seamlessly - all of which are integrated with your e-commerce site, CRM, and ERP, allowing you to get a complete digital solution in one place.
If you'd rather get started right away, you can just use Zendesk Suite (Support, Chat, Talk & Guide). Zooloo is a Zendesk partner, which means we can help you with everything from sales to consulting, implementation support and integration. Please contact us at sales@zooloo.asia.
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Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
