How to Excel at Customer Support by Channel: Phone, Email & Live Chat
When it comes to customer support, people expect a quick response whether they try to contact a business via phone, email, or live chat. But each of these core customer support channels has its own potential perks and pitfalls; tailoring your approach to master the nuances of each is essential. Every channel is unique. While there are plenty of best practices that apply to any form of customer support, each channel offers unique ways for your team to deliver service that has an impact.
Here are some top tips for how to do customer support the right way across three of the most popular channels: phone, email, and live chat.
Phone Support Tips
Conversing by phone is one of the most natural and personal ways for your agents to interact with customers. It’s not just about what they say, either. How things are phrased, and how your agents sound while saying them, can have a big impact on the customer experience. To leave customers feeling valued so they walk away with a positive impression, remember these key tips.
- Listen and empathize
Customers don’t just want to be heard, they want to be actively listened to. They need to feel like what they’re saying is valued, understood, and respected, that their voice and concerns are important to your agents and your company.
It’s important to respond to customers in a way that lets them know your team cares, understands, and is eager to help as quickly and efficiently as possible. Demonstrating empathy is key. Agents should show a genuine interest and concern for their situation, and say things like “I understand” and “I’m really sorry to hear that” to help set the right tone.
While listening to customers talk for longer stretches of time, agents should remember to vary their brief intermittent verbal responses to acknowledge what the customer is saying, otherwise it might come across like they’re not paying close attention or that they’re simply “yessing” them.
- Tone of voice is everything
The intonation of an agent’s voice and speech can have a dramatic effect on how customers respond and how they feel about the overall interaction when all is said and done. As hard as it might be when dealing with some of the more challenging customers you may encounter, it’s crucial to always maintain a positive, upbeat tone throughout the exchange. Agents should be sincere and personable, and smile when talking to people—it’ll come through in their voice and have a positive effect on customers.
- Speak clearly and be easy to understand
Nothing can amplify a customer’s stress quite like a bad connection or an inability to hear your agent clearly—except in those unfortunate instances where a customer might feel like agents are not “getting” what they’re saying or vice versa. When trying to connect with customers while solving their problems, it’s vital to remove every possible barrier you can. Speaking clearly, enunciating words, and taking time to repeat an understanding of the situation back to customers can cut down on any Go to the full article.