In today’s era, we need more than regular support for any organization so that it can excel and improve its customer experience for the betterment.
Moreover, all the organization offers basic customer support to its customers via emails, Helpdesk Ticket system, Telephonic Support, Online Chat support which to some extent covers customers from many channels.
According to Salesforce Blog, Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. ( 2012 Global Customer Service Barometer ).
But, some customers are left out as they approach from Social Media Platform, eCommerce Platform, Forum, and much more. So what can be done to respond to all the customers coming from any channel?
You have to go an extra mile to provide extraordinary support to your customers who come to you from various channels like Social Media, eCommerce, etc.
According to the Pew Research Center, 65% of adults now use Social Networking Sites, a nearly tenfold jump in the past decade. ( Source )
Image Courtsey: Pew Research Center
As most of the population is on Social Media, they prefer to post their query, doubts, or complaint about the Social Media Pages of your Organization.
Now it is extremely important for you or your support staff to check those messages and reply to them fast as these comments on the Social Media Platform will damage the fame of your organization.
Go for a Solution where the comments and posts made by the users on your Social Media Pages get converted into the Support Tickets automatically.
Further, it will gather customer’s doubts, a query from all Social Media Channel in one place and you or your team member can reply to them in a timely manner.
Like this none of your customer’s queries will be missed and you will provide them excellent quality of support as we all know what is the importance of Customer Support for any business.
A rich knowledge base or FAQ solves most of the query of the customer. One should try to offer knowledgebase or FAQ on their Support Site or their website so that customer can clear their doubts.
Enter all possible asked questions in your knowledge base and provide a proper explanation. It will help in avoiding same asked questions coming again and again.
You can make sure that the customers always have a right insight by sharing knowledge with them.
Is there any Helpdesk System which will offer your customer out of the box support?
Yes, you can check UVdesk Helpdesk Support System which offers ample of features to improve your customer service.
Moreover, by the help of Social Media Apps, you can convert the post and comments made by the customers into support tickets. You can also make use of Knowledgebase Feature by which you can display the FAQs on the support site.
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