What are the characteristics of customer service?
Within this department we must take into account that clients usually have behavior that follows certain rules.
Reactive : We must be prepared for the “usual complaints” of customers. With this monitoring we will also have the opportunity to know what problems many of them are having and thus solve them so as bahrain phone number library to saturate customer support.
The customer is the one who starts and ends the interaction . That is, he is the one who communicates the problem and the one who decides to end the conversation. When they decide to end the conversation it is usually because they have been given a solution or, on the contrary, they are not satisfied.
Speed will be key for the customer support team. The more time we make the customer spend, the more likely we are to lose them. On the other hand, if the response is fast and effective, customer loyalty will increase.
What actions will our SaaS take from customer support?
There are some key characteristics that our SaaS customer support must respect. If these characteristics are taken to excellence, you will ensure great customer service:
Ease of use
In a SaaS program, updates are often made , functionalities are changed or modified , etc. You must let customers know that this has happened, have fluid communication with them about what has changed and if they have a new operation.
If you still have questions, you should have a clear section where you specify how to contact customer support. In this section, include all the contact options you have (social networks, email, phone, chat, etc.) and also clarify the hours of each one.
Direct service
Customers often have different demands when it comes to communicating with the company. In this regard, some customers do not want direct contact with an agent and prefer to quickly handle their problems themselves.
The easiest way to do this is to create a questions and answers section. In it we will put a set of common questions or manuals for problem solving. This information will have to be updated using the data we generate from the calls, thus trying to free up agents with doubts that can be easily managed without the need for an agent.
