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Customer Support

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Outline

Introduction on Customer supportWhy is Customer support important?How can we give the best Customer support?Cost of Bad Customer SupportLeaving a Mark on the CustomersConclusion

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What is Customer Support ?

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• Customer Support is every interaction with our customer.• Here, we meet the needs and desires of our customers. • It is an act of taking care of the customer's needs by

providing and delivering professional, helpful, high quality support and assistance before, during, and after the customer's requirements are met.

• One good customer support experience can change the entire perception a customer holds towards the organization.

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What happens in Customer support ?

Customer support is a continuous process whose principal tool is communication.

COMMUNICATION

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Communication – The secret weapon

• Builds relationship with the customer.• Involves Trust.• Shows our loyalty and respect.• It’s the key strength and the secret weapon of

the company and helps us in building an empire from a small hut.

• It makes the customer happy and they keep coming back to buy our products and supports.

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WhyCustomer Support ?

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3 out of 5 people would like to try a new brand or company for a better customer support experience.

67% of customers have hung up the phone out of frustration

they could not talk to a real person.

59%

41%

% of PeopleTry new brand for better experienceContinue with the same

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70% 30%70% sales are based on buying experience30% based on the product

Probability of New Customer

Probability of Existing Customer

0 10 20 30 40 50 60 70 80

Sales

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How providing good Customer Support helps us ?

• Increase in number of loyal customers• Increase in number of sales• Increase in the amount of money each

customer spends with our business• Reduces the costs involved in attracting new

customers• Generates positive word-of-mouth and

reputation • Decrease barriers to hesitant customers

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How Customer Support?

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3 types of Customer Support

1. Email 2. Phone

3. Live Chat

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Email

PROs1. Users will already have knowledge on how to

use it.2. Will get Precise and detailed answers.3. Professional/Formal.4. For busy people.

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Email

CONs1. Takes a lot of time to get response.2. High To-and-fro.3. Possibility of your email getting buried when

the company have huge in-flow.

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PROs1. Trust.2. Can carry emotion.3. Professional/Formal.4. Useful to get bigger issues resolved.5. For people who have free time.

Phone

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CONs1. Looooong waiting times.2. Formalities, transfers to different people

before getting your issue resolved.3. Takes a lot of time to get an issue resolved,

but quicker than email.

Phone

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Live Chat

PROs1. On-site, so helps building trust.2. Quick replies/solutions.3. Friendly & caring.4. Can Multi-task.5. For busy people, but with less turnaround

time.

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CONs1. Bigger issues cannot be resolved right there.2. Informal (for some people)

Live Chat

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STATS

Studies Say

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Why is live Chat Preferred?

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Why is live Chat Preferred? By Age

Millennials

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Cost of Bad Customer Support

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• Customers feel they are poorly treated.

Signs of a Bad Customer support

I've purchased your 9Five Olson Readers. Can you please track that for me.Please mail to team@support.comSure, I'll help you out with that. If you can please mail to us at team@support.com,the concerned team will get back to you and will let you know more information regarding your order.

I'm coming down to the store to buy the Sherri Hill dress.Okay, please come. Yay! That's really great to hear. When can we expect you in the store ?

• Failure to solve a problem in a timely mannerKeeping the customer on hold for a long time. No able to show

the solution in spite of waiting for such long time• Inexperienced Representatives

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Cost of Bad Customer support

• Chain reaction

CSE

Client CX

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News of bad customer service reaches more than twice as many ears as praise for a good service experience.

good worst

78

22

68

32

78% of customers end a business relation due to

Bad Customer Support

68% customers went to a competitor due to

Bad Customer Support

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Leaving A Mark!As a Chat Support Executive

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LCN

Client Customer (Cx)

The Structure

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LCN

Client Customer (Cx)

This is where we can leave a mark

Where can we Leave our Mark?

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What is meant by “Leaving a Mark” ?

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Changing the Cx MOOD

Angry

Feeling Hurt

Sad

Happy!

Before the Chat After the Chat

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If you’re successful in changing the MOOD of the customer, you’re leaving your mark on them!

Happy!

Very Happy!

Before the Chat After the Chat

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How toLeave a Mark ?

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How to Leave a Mark?

1. Understand the Customer Persona.2. Modify to their Mood.3. Show them you understand their need.4. Deliver the Solution.

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What is a Customer Persona

Customer Personas are fictional, generalized

representations of your ideal customers.

Personas help us all -- in marketing, sales,

product, and services -- internalize the ideal

customer we're trying to attract, and relate to

our customers as real humans.

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Customer Persona Example

Alex•Age – 20 to 30 Years

•Location – USA, UK, Australia

•Education – Collage Graduate

•Income – None

•Interests – Technology, Gadgets

•Mood – To learn about Fonesalesman products

and buy one if they’re good.

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Customer Persona Example

Stephene•Age – 20 to 50 Years

•Location – USA, UK, Australia

•Education – Collage Graduate

•Income – Stable Job ($40,000 to $100,000 PA)

•Interests – Jewellery, Outdoors, Family

•Mood – To buy a gift for her Husband on his

Birthday.

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Modifying to their Mood

AlexMood – To learn about Fonesalesman

products and buy one if they’re good.

•Talk Techie.

•Be Energetic.

•Give precise answers to his questions.

StepheneMood – To buy a gift for her Husband

on his Birthday.

•Show a smile on your face.

•Praise her and her decision often.

•Give recommendations.

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How to Leave a Mark?

• Show them you understand their need.

• Deliver the Solution.

JUST ANSWER!

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Make sure the Customer MOOD changes after a chat

with YOU!

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Conclusion

“Customer support should be a pleasure not a headache”

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Thank you