8 Steps to Building a Customer Support Service
Posted: Wed Jan 22, 2025 5:32 am
Let's take a closer look at what needs to be taken into account when creating a customer support service. It is also important to remember that a competently and comprehensively developed regulation for the SP manager will help avoid mistakes in direct communication with the client.
Step 1: Find out what type of support your customers require
When creating a joint venture, determine what specific functionality it will have and how many specialists are needed for this. One company will need an entire department, while another will need two or three people. For small firms, you can think about creating a detailed FAQ and assigning a specialist who is responsible for receiving incoming requests.
To choose the right format, you need to do the following.
Count the number of incoming requests.
Highlight the most frequently asked overseas chinese in worldwide data questions and format them as a manual with answers or set up a bot that can conduct a dialogue with consumers.
Determine which channels of communication with the brand customers use most often.
If there is no initial data, you can discuss these issues within the team and choose a strategy that suits everyone. It is recommended to pay special attention to social networks.
Step 2: Identify support channels
Customers most often use several communication methods to contact customer support. Each of them has pros and cons that need to be analyzed to make the right choice.
Customer support channels
It is useful to limit channels to a few key areas. This will allow you to accumulate resources and not waste time on secondary sources.
Channel Pros Cons
Telephony (must be present in the company without fail) The possibility of dialogue here and now
It is not always possible to resolve an issue through dialogue.
If it is necessary to involve another specialist, you will have to explain the problem to him or use another communication channel.
It is necessary to agree on the time of the conversation with the client.
Social networks, messengers, chat on the site
Convenience for the client and the company.
Prompt resolution of issues.
The materials of the dialogue are in the correspondence archive
A prompt response to the request is required. Based on experience, the client is prepared to wait no more than half an hour for a response.
A company can manage 5 or more social networks, and all of them need to be monitored. To do this, you have to hire an additional employee
E-mail Conversation materials are saved in a text document
Compared to other channels, the response time is longer, which may cause consumer dissatisfaction.
The mail client interface is inconvenient for reading correspondence in a dialog format
FAQ
The client can solve many issues without the support service.
Low implementation costs
Not suitable for resolving non-standard situations.
It's not easy to create a quality FAQ.
Requires the client to make an effort to solve the problem
Step 1: Find out what type of support your customers require
When creating a joint venture, determine what specific functionality it will have and how many specialists are needed for this. One company will need an entire department, while another will need two or three people. For small firms, you can think about creating a detailed FAQ and assigning a specialist who is responsible for receiving incoming requests.
To choose the right format, you need to do the following.
Count the number of incoming requests.
Highlight the most frequently asked overseas chinese in worldwide data questions and format them as a manual with answers or set up a bot that can conduct a dialogue with consumers.
Determine which channels of communication with the brand customers use most often.
If there is no initial data, you can discuss these issues within the team and choose a strategy that suits everyone. It is recommended to pay special attention to social networks.
Step 2: Identify support channels
Customers most often use several communication methods to contact customer support. Each of them has pros and cons that need to be analyzed to make the right choice.
Customer support channels
It is useful to limit channels to a few key areas. This will allow you to accumulate resources and not waste time on secondary sources.
Channel Pros Cons
Telephony (must be present in the company without fail) The possibility of dialogue here and now
It is not always possible to resolve an issue through dialogue.
If it is necessary to involve another specialist, you will have to explain the problem to him or use another communication channel.
It is necessary to agree on the time of the conversation with the client.
Social networks, messengers, chat on the site
Convenience for the client and the company.
Prompt resolution of issues.
The materials of the dialogue are in the correspondence archive
A prompt response to the request is required. Based on experience, the client is prepared to wait no more than half an hour for a response.
A company can manage 5 or more social networks, and all of them need to be monitored. To do this, you have to hire an additional employee
E-mail Conversation materials are saved in a text document
Compared to other channels, the response time is longer, which may cause consumer dissatisfaction.
The mail client interface is inconvenient for reading correspondence in a dialog format
FAQ
The client can solve many issues without the support service.
Low implementation costs
Not suitable for resolving non-standard situations.
It's not easy to create a quality FAQ.
Requires the client to make an effort to solve the problem