Single-serving responses make more work for everyone
Let us imagine that we have access to all the customer queries that a solar-heating equipment manufacturer receives over a month. To our surprise, we find that 30% of them are variations on one question, “Do your heaters store energy for rainy or cold days?” Even though the company’s website has an FAQ section detailing how the product works on non-sunny days, customers continue to ask the same question. And its customer support desk wastes valuable time answering this again and again, due to the ‘single serving’ nature of responses. (more…)
Two Ends of the Spectrum
Let’s take the case of a Seattle based supplier of solar heating products and two of its customers. Mr. Robinson wishes to inquire about the prices of a new model of solar heater. This is a generic question that the business gets asked at least three times every day. Ms. Vale, on the other hand, has purchased 5 such heaters about 6 months ago for the geriatric hospital she runs. Now she wants to know if she is entitled to a discount on further purchases. How does the business address it? (more…)
What is an intelligent system?
Is there really such a thing as an intelligent customer support system? The truth is that any product or service, whether an IT system or a hamburger must the needs of its target audience. That is what an intelligent system does. Conventional customer support systems such as e-mail or ticketing software don’t really take customer behavioral patterns into account. They are non-intelligent systems that annoy customers because of the following reasons. (more…)
The Big Picture
Most companies start off with a simple email address or a contact form and soon enough, discover that it doesn’t meet their needs. Their staff are inundated with repetitive mails, and irritated by the monotony of questions. They find themselves wasting time on such tasks. Nor are customers happy with the slowness of response.
So, what it is about conventional customer support systems that causes your customers such heartache and directly impacts your business growth? (more…)
Put yourself in their shoes!
Imagine this situation. You walk into a store looking for a pair of wrinkle-free trousers in a light brown color. You don’t find the pair that you want in your size, and the colors available don’t catch your fancy. You can’t find anyone in the store whom you could check with. (more…)
The Importance of Customer Support
More and more businesses are realizing that customer support is not just something that you “have” to do. It is something that can be a weapon in your arsenal. Companies that truly believe in delighting their customers find that even in tough times, they have a loyal base that keeps them going.
Businesses need a change in mindset: Customer Support is not a Cost, but a Tool. (more…)
Customer Support: Simple, Yes. Basic, No.
Simple and Basic aren’t really the same. While your customer support system must be simple and easy to use, both for customers and staff, it cannot be basic. It must address customer needs well. Many businesses miss this distinction. (more…)
Trapped in the Mire of Customer Queries
While small businesses love to hear from their customers, sometimes, it can be overwhelming. Let’s imagine that you are a small business owner in Chicago supplying hand-crafted dolls. The business has grown and the team now has four employees, who among them, stitch the dolls, take in orders and answer queries too.
The Amplifying of Bad Press
Your customers are now complaining not just to the small circle of people they know. With the growth of social media such as online communities and blogs, everyone can speak to a larger audience.
In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers. (more…)
