The customer support team must always anticipate user concerns. Predict problems, and have the solutions that the customer wants to hear. Here’s how customer support breaks down:
Since it is 100% managed, it is common for customer support to be done via WhatsApp. Telegram, email, online chat on a website, social networks and video calls.
Online customer support is used not only to answer questions about warranty. Refund or repair policies, but also to provide technical assistance in the installation or configuration of a product.
Basic customer support
This is the first contact that the customer establishes with the company before, during or after purchasing.
In that first contact, the agent, who is trained to answer frequently. Asked questions from users, will give customers the solution they want. These are usually basic recent mobile phone number data things that are done routinely (payment methods, warranty and return policies. Advice, updated information about a product or service, etc.).
Advanced online support
When customers’ concerns are more complex and the agent does not have the tools or training to provide a solution, they may transfer the conversation to another agent who is more knowledgeable.
For example, let’s imagine that a customer bought a laptop, but is having serious problems updating Windows. The first agent who helped him can the industrial internet of things and modern was unable to identify the error that his laptop was giving him, so he transferred the chat to one of his colleagues who is an IT specialist.
This agent knows what the error is and knows how to fix it. What he or she will do is guide the customer step by step until the problem is resolved.
- Increased productivity: Support agents can have greater control over communications and rely on different software and programs to resolve customer issues. This helps them provide solutions in a faster time, making efficiency a priority.
- There are no barriers or limitations: before, when there was no Internet or access to cell phones, the customer had to go to the store where they bought a product or service to ask for assistance or simply complain about something. That is no longer the case; now they can receive online support without leaving home.
Types of online customer support (+ tips for creating a pro team)
Depending on the niche in which the company betting data operates, support teams can be divided into two branches: one to handle simple cases, and another to solve more complex problems.
In both cases, the company must provide regular training to its employees so that they know how to use a certain software or customer service channel and have timely responses at hand.