Consumer Support Bitdefender Consumer Support Center

Offering personalized and customized support can make your customers feel valued and set you apart from your competitors. Once you’ve collected customer feedback, it’s ineffective unless you act on it. Implementing customer feedback, in addition to benefiting your business, will also give customers the assurance that you value their word. SaaS businesses often offer customers free trials with the hope that they can convert those trial users into long-term paying customers.

According to a research article published in Cogent Business & Management journal, employee empathy displayed during customer service interactions has a considerable impact on customer satisfaction and loyalty. One of the key responsibilities of customer success includes demonstrating a brand’s products and services in a way that customers see value in it. This, in turn, lays the foundation for building strong customer relationships and improving retention rates.

Importance of customer support

While some companies preferred to use the increase in demand as an opportunity to make a profit, JetBlue demonstrated it cared more about its customers' safety than it did about its own bottom-line. HubSpot Service Hub is a great full-service option, as it allows you to manage all of the processes mentioned above in a customer-centric software. Below we’ll go over a list of some additional high-quality support tools you can consider for your team. Preventing burnout, unhappiness, and exhaustion — which are all common results of working in customer-facing roles — is critical to your support team's success.

The range of services you offer should help your customers get the most out of your product and resolve their problems. This includes things like answering customer questions, providing assistance with onboarding, troubleshooting, and upgrading customers to a new product or service. The humble telephone is one of the oldest, and often the most trusted forms of support. Despite the remarkable advancements made across customer support tools, the reason why many still prefer phone support is because of the human element.

Ensure soft skills are just as important as the “technical” ones

And ensure that they know the customer’s emotions are not about them. Agents providing assisted support should focus on active listening and understanding customer needs. Additionally, the customer will be listening not only to what you are saying but HOW you are saying it. Your agents must be able to communicate clearly on a variety of channels. Of course, with the proliferation of social media platforms, it can be difficult to truly be everywhere. Companies need to identify which platforms it makes sense for them to monitor.

This reduces churn, increases the lifetime value of customers, and improves reviews and brand reputation. Effective is vital to businesses in 2023 and beyond. It sounds like a big task, but with the correct information and the right tools, setting up a successful customer support strategy for your business is within your grasp.

Read more about Customer Support here.