If you want to win over customers and keep them for the long-term, providing proper support is a great way to do it. As a web hosting company, you have to excel in the area of support or your customers will find a company that provides what they need. Without the right support options, your customers won’t feel like they are getting what they really need.
You can make it easier on your customers by providing multiple support options with a dedicated support team. Here are some of the many ways the right customer support can benefit both your business and your customers.
Provides Customer with Control
When you offer more than just a phone support option, your customer will feel like they have control. Many of today’s customers prefer online chat over a phone call. When you allow them to use the internet for support, they feel more in control with your service.
Providing live chat, social media and email support options takes away the pressure a customer may fee when they call a support hotline. They get to help themselves and use the support option they prefer instead of getting stuck with only one choice.
Keep the Steps for Support to a Minimum
One of the major reasons customers love logging on and getting support online is the simple ability they get to skip some steps. When making a support phone call, they often have to go through a menu of options before they get to talk to a live person. In addition, they may not get the right live person the first time, which will require an additional transfer to another department.
The online support option allows the customer to reduce the number of necessary steps when it comes to getting an issue solved. They can use the email option if it’s not urgent and wait for a response or they can chat online with a representative without needing to go through an annoying phone automation system or sit on hold forever. Even if they have to wait a few minutes for a representative, they can do other things while waiting.
The right collaborative customer support software will help to eliminate the tiered structure taking away some of the steps your customers may find annoying when they need support. Adding things, such as internal knowledge bases and FAQs can help, as well.
Making Support Convenient for Customers
There’s nothing worse than support that’s hard to find or get ahold of when you need it. When it comes to making support convenient, a huge part of it is providing support across multiple channels. It usually starts with providing phone support, but you should also provide self-service options, such as online chat, social media and email.
By providing multiple ways for customers to get support, they can choose what they prefer. IT also makes it easy to find the right type of support for their needs.
When it comes to keeping more customers by providing excellent support, efficiency is the number one goal. Making your customer’s life easier with multiple support options will go a very long way and may be the reason they stick with you instead of hopping to another hosting company when they offer a better price or a new feature.