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Best Practice Guide To Internet Customer Support

Even since the early days of Intercom, all of us have worked very hard in order to maintain the high standards of customer support. In our journey, we have learned many different tips and tricks that we would love to share with you so that you can provide excellent customer support to the customers. The article has been divided into two sections. The first part highlights the need to understand that support should always be a conversation. Companies do not do well in customer service because they do not hold this fundamental belief true to themselves and only consider it as an extra occupation. Your customer support must open a direct line of communication with the customer. It can be a bit intimidating but we have figured out some tactics to help you in the process. In the second half of this article, we will share some good customer support practices.

Creating a Personal Conversation 

If your customer is not comfortable and feels like he or she has dialed just a number, there is something seriously wrong with the way things are. Internet business should be and is personal. You have to make sure that the agents develop a personal connection with the customer. You also have to ensure that the customers are involved in one on one conversations. This means the response should be quick and matters should be dealt, proactively.

Talk like a human 

Many customer support agents have a robotic voice. Once you call the customer department, it feels like you are talking to a bot instead of a human. The customers are human. They will be aware of the tone that you are using in the conversation and will respond in the same manner in most cases. There is not any complexity around this. Just avoid robotic language and avoid using phrases like “Dear Customer.” Try to sound as friendly as you can. Ask them how they are, their name, and try to build a rapport. You will see a great change yourself following this basic rule. The customers will feel more at home and it will help you retain customers in the longer run. For example, when you call Mediacom customer support, you will be greeted by a friendly, human voice rather than a bot.

Be Honest 

We are humans and it takes time to process many things that are not in our control. The problem arises when we try to make everything complicated knowing that we cannot provide a quick resolution to the issue at hand. This is a golden rule in customer service. Whenever you get a request on any type of issue and you know that the solution requires some time, just tell them instantly that you are working on the request. This puts the customer at ease and you will be free from a lot of pressure.

Try to be helpful in multiple ways 

Every person on the phone is different. There will be people to understand things with a little effort. Whereas, many other people will require you to put a great deal of effort into making them understand the most basic of things. As an internet customer support, you have to ensure that you are ready for both. Always be ready to explain all the things in a bunch of different ways so that the customer is satisfied with your explanation.

Be Realistic 

Since from the beginning of the conversation, you have to set the expectations straight. Always be honest with your customers and do not give them unrealistic deadlines. As a customer support agent, you know what your service is capable of doing and what cannot be done. The problem with overpromising is that it leads to under-delivering. This makes your entire organization look bad because people will remember the things you promised them. If some of the features are broken, be quick to apologize and acknowledge the customer’s anger. Over time, you will be able to build solid trust and this will help you earn their loyalty.

The customer is always right 

If the customer is unable to use the product that your company is offering, it is your company’s fault collectively. This is the attitude you have to take while dealing with the customers.


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Best Practice Guide To Internet Customer Support

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