Companies need a proactive and cohesive support and communication strategy. SaaS companies in particular need to create meaningful communication and personalised service interactions. Implementing changes to customer support can be time consuming as a company maps their team. While designated support teams are crucial to sustainability, developing workflows and policies that scale with demand takes time.
There are some simple steps to optimise your with minimum effort and without high costs. Investing in support and platforms may be a necessity down the line. But even without these processes, there are quick fixes to improve support right now. Changing your support will better relationships with your customers now and in the long term.
Offer as many communication channels as possible.
People are creatures of habit. Communication channels often come down to personal preference. Email remains the most popular channel for customer support, with about 63% of queries submitted through email. The numbers shift dramatically between demographics and as other channels become available. Email is the standard for support, but 52% of millennial users prefer live chat to get faster responses.
Enabling more channels gives you more people to access with communications. Adding channels both removes strain on email and adds customers who would not otherwise communicate. 1 in 26 customers will churn without complaining. Offering options to keep customers happy is necessary.
Manage your communications in one platform.
Monitoring multiple channels can be overwhelming and redundant. Simplify by using a communication management platform to keep everything in one place.
Solutions like Logicalware keep track of communications that happen across channels. A single platform view manages ongoing conversations and aggregates customers information. Having a single platform allows you work as a team and provide context to every customer conversation.
Operate communications in real time.
Instead of waiting for email, customers seek live chat knowing the queue is shorter. Live chat has become the most popular tool for communication because of the short wait times that yield high satisfaction rates.
The benefit of live chat to a business is that customers can speak to a real person. On the other end, an agent can have simultaneous conversations with several customers. Logicalware offers free live chat within our CX solution to streamline support and connect you with more customers.
Prioritise personalisation over formality.
Users want short answers, but they do not want traditional business scripts. They want someone to speak to them like a friend on their side, and so conveying a friendly tone is important.
Customers love personalisation, like a company who knows their name and order history. Knowing context makes the customer feel especially valued. Consistent personalisation policies increase loyalty but almost 50%.
Collect customer feedback.
Measuring customer satisfaction helps you understand the success of your business. Generating customer feedback puts you in ongoing conversations with customers and indicates their value to your company.
Asking for feedback immediately following a conversation creates high rates of response. You can collect feedback in different ways, like surveys or SMS depending on your preferred channel.
Knowing what to say and how to best communicate information is a challenge. Identifying where and how to contact customers for support takes time. And getting customer communication right determines whether your business succeeds or fails.
A personal connection with each customer, keeping them informed, and listening to what they say shows you value their role in your business. The advice here offers ways to set your company and your customers on the path for better support. These simple solutions create sustainable relationships and scalability.