While most businesses think of improving their product or being more competitive, one thing that can make your business stand out is customer experience. Customer expectations are rising, so businesses need to be more customer-focused than ever before. The best way to differentiate yourself is by finding the right support channel for your customers' needs. This blog shows you how to choose the proper Customer Support Channels for your business.
Customer Support Channel #1: Phone
There is no doubt that the most classic support channel is the telephone. Customers have been calling support hotlines to register complaints for decades, and that won't stop. Most companies use call centres, but outsourcing can be expensive and ineffective. It's better to choose a cloud-based helpdesk system to keep customer service in-house. Maintaining close contact with your customers will prioritize their needs and help them find faster solutions using a human touch.
Customer Support Channel #2: Email
One of the easiest ways to reach your customers is through email, so make sure you include it on your website and make it easy to find. With a helpdesk, you can use emails to generate trackable tickets to prioritize issues and address concerns more efficiently. Make an automated reply for common issues so your customers' problems will be fixed as soon as they send you their email. Overall, email is a great way to send personal messages to your customers, and if you keep a personalized approach, you can't go wrong with an email.
Customer Support Channel #3: Live Chat
Live Chat lets you instantly interact with users while using your product, making it great for walkthroughs and impromptu needs. You can proactively engage with your web visitors or customers via live Chat when they land on your web page. Adding this to your service can make your customers happier and maybe even bring them back for more.
Customer Support Channel #4: Social Media
You might be surprised that more customers approach businesses over social media than in-person. Despite how much social media is used now, the approach still applies with the right helpdesk tools. You can quickly respond to customer support questions and even create short, canned replies to reduce resolution times. It'll keep the same branding and tone, but it'll be faster, so your support agents can concentrate on more important matters.
Final Thoughts
Consider Omnichannel Solution.
With omnichannel customer support, all your different ways of communicating with your customers are integrated into one seamless experience. Wherever your customer is; however they're speaking with you, they can get the help they need and be on their way. It doesn't matter which channel you use (Email, WhatsApp, Live Chat, Instagram..etc.); if you're helping your customers with their issues and finding effective ways to use your product, you're headed in the right direction.
Your teams will be able to interact seamlessly with our DSM 2.0+ Omnichannel Support (powered by Zendesk) – everything will be gathered into one inbox so you can access everything at your fingertips and fully integrated with your e-commerce site, CRM, and ERP.
If you want something lite, try Zendesk Suite (Support, Chat, Talk & Guide). As a Zendesk partner, Zooloo offers a wide range of services, including sales, consulting, implementation support and integration. Get in touch with us at sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
