How The Customer Support Has Changed In The Recent Years?
Customer support industry has seen a major change in the last decade. The perspective of company has shifted from providing customer support as a responsibility to providing customer support to strengthen their business. Today, customer support has become a major point of influence which can sway the potential customers easily.
The Innovation In Customer Support
Internet has become a household product in the last decade and smartphones have made it very easy to access internet anywhere. In the older times, customers don’t have the easy access to internet so they were content from whatever the customer support executives have to advise. Today, a single tweet from a dissatisfied customer can break down a business empire.
Internet has made it easy for companies to provide and adopt latest ways of customer support for example, creating communities where customers can discuss and resolve the issues on their own. Customers can also find a wide range of troubleshooting articles following which they can perform a DIY troubleshooting. It is safe to say that opening direct communication with the customers, increases the financial revenue with good customer satisfaction.
Some online sites like 'Yelp' simply categorize companies into Bad or Good based on the level of customer satisfaction and no company wants a tag of a Bad customer service provider.
The Enhancement Of Customer Support
If you see closely, the customer support has transformed completely from what it used to be 15 years back. The latest advancement of technology has been grasped by the customer support providers and modified according to their needs. Here is how companies enhanced the customer support:
• The Use Of Community – You can find a community for almost all the companies where its customers discuss everything. Even though the use of community is not latest but the use of it has been changed as companies answer the queries in the community which is used by a large number of its users.
• Instant Support – Long gone the days when users have to wait in line for hours just to receive support. Now you can dial the number which connect straight with a customer support executive. Not only that, you can also use the online chat where you can receive help in a chat box.
• Customer Service As A Marketing Tool – A recent survey showed that more than 85% of people will quit the use of a service or product on the basis of customer support. To counter this, many of the companies have started using the customer service as a marketing tool by highlighting their customer support policies.
• Providing Customized Help – Customers can get help according to the issue only they are facing. Earlier, customer support executives used to instruct the same guidelines for many related issues and customers find it hard to solve the issue. But today you can contact the customer support for any issue, and you will receive help for that only.
What Does The Evolution Of Customer Support Means?
Even after all those changes in the customer support, solving the issue with the help of a customer support executive on call is still the favorite. Customer dissatisfaction is a major cause of customer turnover and companies are fighting hard to satisfy their customers with their products and with its after services.
From using the latest technologies to hire the experts for customer support, the customer support industry is still going through a change as the many customer support and the product manufacturing teams are working together to develop a product which can satisfy all the customer’s needs.
This shift in the thinking of companies has empowered the customers to a great extent and this has become a hot debate topic as some of the customers have tried to make false claims on some big companies. In all this hubble-bubble, one thing is sure and that normal customers are benefiting and that is further providing benefits to the companies.
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