We talk a lot about providing excellent customer support on the Tech Smart Boss podcast. It's something that should just be the standard for business, but unfortunately, for most organizations, they fall short.
In this episode, I go over 8 things that you should be doing from a technology and process perspective to deliver great customer support.
Topics Discussed (Time Stamped)
04:23 Why customer experience is important
06:29 Why customer support representatives really have to know the product or service
09:31 You got to be highly responsive
11:02 On having a central email
13:50 You have to personalize your service
17:17 Your customer service has to be customer oriented
20:24 Providing self-service options
23:58 Listening to your customer
26:13 Why active listening skills is extremely important
26:24 Proactive
28:57 Following through
34:37 You got to do what you say you got to do
Quotes Worth Sharing
03:14 "Support is support and good customer service is good customer service."
24:51 "Just be a good listener is a skill that your customer support team needs to have in order to deliver great customer support."
Resources Mentioned
- Episode 118 Show Notes - https://www.techsmartboss.com/118
- StepShot - https://stepshot.net/
- SupportHero - https://www.supporthero.io/
- HelpScout - https://www.helpscout.com/
- HelpNinja - https://helpninja.com
- Kayako - https://www.kayako.com
- Intercom - https://www.intercom.com/
- Drift - https://www.drift.com/
- Zendesk - https://www.zendesk.com/
- Front App - https://frontapp.com
- Zapier - https://zapier.com
- Slack - https://slack.com/
- AcademyOcean - https://academyocean.com
- Tech Smart Boss on Facebook - https://www.facebook.com/techsmartboss/
- Tech Smart Boss on LinkedIn - https://www.linkedin.com/company/tech-smart-boss/
- Tech Smart Boss on Twitter - https://twitter.com/techsmartboss
- Leave a Rating and Review on iTunes - https://itunes.apple.com/us/podcast/tech-smart-boss-podcast-leveraging-technology-to-grow/id1191110680?mt=2
- Tech Smart Boss Website - https://www.techsmartboss.com
- Tech Smart Boss Newsletter - http://newsletter.techsmartboss.com/
- Tech Smart Boss on YouTube - https://www.youtube.com/c/techsmartboss
Thanks!
Thanks for listening and checking out the show notes, any feedback, comments, or questions, send me an email at david@techsmartboss.com