I think we’ve seen close to a hundred blogs dedicated on the topic. So at times the number of available suggestions, tips and case studies can be a bit overwhelming.
Instead of trying to take in everything that has been written on the topic make your own customer support revolve around a few key principles. Ones you always keep in mind and really believe in.
Although yours might be different – here’s what we believe in:
Getting to know the customers point of view
Try and put yourself in the customers place is the key. Always be sure you get the full overview of everything right from the start as nothing can be more irritating than getting hit by the boomerang of inquiries with questions which could have been asked in the beginning.
Time is of the essence
Time is always an important factor when dealing with customers. It is important to let people know they are being listened to and their feedback is being addressed. Sometimes it is necessary to prioritise, but at the same time leave no input unanswered.
Timely answers that can be understood
What goes to answers, sometimes you have to give the solution as quickly as possible before you can go in depth. In these cases providing an easy conclusion without the technical jargon nobody understands is a must. It can always be followed up with a more in-depth answer.
Got any ideas or posts of your own on this topic? Why not share them in Twitter with @messente