What Is Customer Service, and What Makes It Excellent?

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It’s important for them to have a level of professionalism, which means that when things get heated, they can take a step back and don’t take anything to heart. The average salary in 2021 was about $36,920, according to the Bureau of Labor Statistics. Secondly, whether those products/services require ongoing technical customer assistance.

That’s what tickets do – they provide a way for businesses and their customers to track the “behind the scenes” work that needs to be done to action a customer’s request, and offer updates to the customer. Customer Support professionals use customer service skills, but that’s only one part of their job. Customer support also includes writing knowledge base documentation, providing product feedback, and conducting usability studies. But when used incorrectly, chatbots can easily become the voice-activated phone menus of the online customer support age. They misunderstand questions, pointing customers to the wrong resources, or send customers around in circles trying to solve problems that require critical thinking and other exclusively human skills.

Answer the why, not just the how

An important aspect of good troubleshooting is being able to effectively communicate with customers to get all the details about the issues they are facing. The term customer success first originated in the ’90s but has gained greater traction over the past decade, especially in the world of SaaS. Brands that ‘wow’ their customers with stellar customer service are bound to earn their respect and admiration by way of testimonials and referrals.

Customer service is the direct one-on-one interaction between a consumer and a company representative. The interaction is commonly done when a consumer is buying a product or service from the company. Most retailers see this direct interaction as a critical factor in ensuring buyer satisfaction and encouraging repeat business. The option to speak to a live customer service agent is considered necessary for most businesses even though the bulk of customer care is automated. Customer service is also considered a key aspect of servant-leadership. Though customer service agents need to have a deep understanding of the products or services their company offers, they do not necessarily need advanced technical skills.

AI-powered UI (aka “Return of the Chat”)

A good customer support agent has a thorough understanding and technical know-how of the company’s product and service portfolio. The agent also possesses excellent listening and communication skills since support interactions with customers involve high levels of patience, coherence, and concision. While customers primarily use email and phone systems to contact customer service and support agents, those methods are not always the most efficient.

Unlike anticipatory or proactive support, responsive support cannot prevent issues before they crop up. Also known as e-service suites, vendors design these platforms specifically for customer self-service. While these customers could pick up the phone to call MADE.com’s support line, many find it easier to comment on Instagram with their problems or concerns. Rather than deleting or ignoring the comments, MADE.com makes the smart customer support decision by replying directly. Help desk and ticketing software helps CSRs track and organize incoming customer requests, stay organized, build processes, and prioritize requests based on when they came in and their level of significance. Now, let’s review some ways you can make your support team as efficient as possible with the help of support software.

Building a knowledge base is a time-intensive process, but it comes with several benefits. In the long run, it can help reduce customer service costs and customer service agents’ workload. Most customers try to find solutions to their queries using a brand’s internal knowledge and resource base. Self-support is one of the most essential and cost-effective forms of support that brands must focus on building and updating consistently. Customer service is also a differentiator that sets your brand apart from competitors that offer similar products or services. Service teams not only answer questions; they make each experience personalized to the customer.

Read more about Customer Support here.