Phone calls are still the most popular way of getting support, because (at least theoretically) it gives customers the biggest chance of having their problem solved immediately.
Although the Internet is full of best practices for phone support or call center guidelines, following your common sense is the right thing to do in the beginning.
1 reason that people leave a place of business is based on how they were treated.
Smart companies understand the value of their current customer base, and recognizing what they need to do in order to keep them.
Moreover, about 13% of those unhappy customers will tell more than 20 (!
) people about their problem (unfortunately people tend to talk more about their bad experiences). The stats mentioned above clearly show how customer happiness brings an additional value to a company and how bad experience turns out to be an additional, unnecessary cost. They like the company, its products and enjoy the way it is doing business.
Lack of a toll-free number, unreliable free chat widget and no dedicated people to answer the question. When this moment comes, the company opens up for customers.
It adds dedicated tools for managing customer emails, installs online chat software on the website, creates social media profile on Facebook or Twitter or simply starts in the most usual and traditional way – sets up an additional phone line for customer support.
Returning customers love it and they will keep coming to get more of that and to buy something too.
The key and the ultimate goal is to get to know them as people, not as buyers.
At this moment however, in the so-called “New Economy” or information economy, everything turned around and markets became customer-oriented.
Product life-cycles keep getting shorter, demand for products is unpredictable and wide customization options made consumers masters of the situation.
Markets and audiences’ size determine support tools.