Customers set the bar high when it comes to customer support. These expectations are growing when COVID-19 accelerated the future of work where high-tech tools are being used for customer support.
In an article by Zoom, businesses mostly used chatbots for customer support, and based on a survey, 81% of consumers are found to be happy when using them.
In this article, you will know what your consumers want from you in terms of customer support.
First and foremost, customers want to be able to access customer support easily and quickly. This means having multiple channels for support, including phone, email, chat, and social media. Customers expect fast response times, often within minutes, and they want their issues to be resolved as quickly as possible. In addition, customers expect customer support representatives to be knowledgeable about the company's products or services and able to provide personalized and effective solutions to their issues.
Another key element of successful customer support is clear and effective communication. Customers want to be kept informed throughout the support process, with regular updates and clear explanations of the steps being taken to resolve their issues. They also expect companies to be transparent about any potential delays or issues, and to be proactive in offering solutions before problems arise.
Finally, customers want to feel valued and appreciated by the companies they do business with. This means taking the time to listen to their concerns and feedback, and using that information to improve products, services, and support processes. Companies that prioritize customer satisfaction and invest in building strong, long-term relationships with their customers are more likely to succeed in the highly competitive business landscape of 2023 and beyond.
When businesses decided to take their operations online customer support did not stop. For some businesses, their customer support is deployed everywhere since their employees are in work-from-home mode.
For example, just like our company, we have after-sales teams in different parts of the world like South America, Japan, China, the USA, and the Philippines. So, different locations, different time zones. Surely, businesses think that they can already satisfy their customers with these as it operates 24/7? Not quite.
However, customers demanded more with the rise of high tech since they know now how it works:
Customers expect your customer support team to answer their queries and solve their problems faster than before.
85% of consumers want to wait for a short time however only 51% of them experienced it. Then, customers will spread their negative support experience to their families and online through reviews which can lead to a loss of customers and lead.
Customers and consumers want to have a positive support experience. It means that the answers and data that customer support should be provided to them are accurate and effortless.
In the survey, 87% of them wanted to buy products from businesses that provide them with positive customer support.
With the rise of video conferencing and all-in-one video conference equipment like Coolpo AI Huddle Pana, customers wanted more personalized customer support through video.
Video support enables customers and agents to interact more meaningfully and with empathy. In this way, consumers will feel the integration of technology and the human agent.
You can achieve this through our Coolpo AI Huddle Pana, a 360 conference camera that offers high-quality video and crisp audio and caters to 3-15 meeting participants.
It is AI-powered, easy to set up, and secure to use.
Here are its features:
Our customer support is operated 24/7 since our after-sales team is located in different locations.
You can book a demo if you want to know more about our products and will give you a thorough explanation based on your needs. Just go to our website and send us a message or call.
In conclusion, customer support has become a crucial factor for businesses to satisfy their customers. With the shift towards high-tech tools and the remote work setup, customers have set high expectations for faster and more efficient assistance.
To meet these expectations, businesses need to focus on providing accurate and effortless solutions, reducing wait times, and embracing personalized video support to integrate technology and human agents effectively.
By prioritizing customer support, businesses can foster loyalty, attract new customers, and achieve long-term success.