Usually customer support is one of the most crucial departments in an organization and its responsibility is to offer assistance to new or existing customers.
Customer care is one step ahead of it. Customer care cultivates a culture that focuses on ensuring customer satisfaction, offering the right resolution, and providing care.
Customer care is not just about providing instant resolutions. It’s about listening to the customer patiently, understanding their needs and offering a personalized solution that adds value. Every customer has a unique query and one-size-fits-all solution doesn’t work in customer support.
When your customers feel heard, cared for, and supported, they become your brand advocates.
Why Customer Care should be a Mandatory part of Customer Support
“The whole customer experience and care factor in customer support is the differentiating factor between you and the next best” says Akash Kakkar, VP – Operations.
The care factor adds value to the support part which in return makes the customer feel heard and valued. A low-effort experience in brand interaction is much more appreciated and makes your business less prone to negative reviews and social media escalations. One bad customer experience can easily overshadow the delightful customer experiences that your brand is trying to offer. Making sure that your customers are cared for separates good customer experiences from exceptional ones.
Cultivating the culture of Putting Customer Care in Customer Support
Understanding your customers, building a connection with them, being empathetic and supporting your customers is the true nature of an exceptional customer service experience. To really incorporate these skills, you as a company should invest time in training agents, helping them understand your business’s core values and incorporate them.
In order to offer delightful customer experiences, your agents need guidance and resources. Here are a few tips to help you and your team provide support that your customers will always remember.
Supporting your team with an intelligent system
When a customer is dissatisfied with an agent’s interaction and decides to leave an angry comment or probably a negative review is because your customer invested his time and effort in seeking a resolution. This entire situation pins on the agent who was responsible to provide support and resolve the issue. But is it really the agent’s fault?
Your customer support agents try to provide the best possible solution they can with all the efforts they can put in. This is where you need to reconsider the situation. Introducing an intelligent and contextual system that helps your agents with quick information. When everything is available on-the-go, it empowers your agents, improving customer satisfaction, resolution quality and at the same time adding the personal touch.
Analyzing Data for customized customer experiences
Gathering customer data and analyzing it is one of the crucial factors to include in your process. This helps you understand what motivates your customers, how easy it is to interact with your brand and other KPIs that matter to you the most.
Customer empowering support automation systems like Kapture helps businesses understand and improve CSAT, FCR, increase agent productivity, increased retention rate, and much more.
Quality resolutions over quick resolutions
Support teams are often focused on quick resolutions and faster replies. When these are admirable goals, businesses need to understand that quick resolutions aren’t everything. It is crucial that every customer receives contextual resolutions.
Your support team will always encounter customers who need extra-time. Offering that extra-time or much required hand-holding adds a personal touch, making your customers feel truly valued. This encourages customers to spread positive stories about their experiences.
Going a step beyond and making your customers feel valued and cared helps you create delightful customer experiences. Incorporating a few tips, introducing an intelligent and contextual omnichannel platform, analyzing customer data are a few key things that can transform the way you offer support.