St Valentine’s Day is supposedly the most romantic day of the year, and while you may have a great plan for surprising your partner or crush with a big gesture, how about showing your customers some love?
Basically, we’re trying to make Valentine’s Day an excuse to talk about customer support because, honestly, we just love to talk about customer support.
Here at Zyro, our customer-facing support team is as integral to our success as our coders and marketing team. We understand that when our customers feel loved, they’re more likely to stick around and recommend our brand.
So, we thought there was no better time to share our insights into how to deliver the best possible customer support experience.
1. Develop a culture of customer obsession
Zyro has 10 core values as a company and first among them in terms of importance is ‘customer obsession’.
This doesn’t mean that we hide behind dark corners and watch our customers as they walk home, but rather that we are obsessed with their needs, and work hard to make sure they’re always met.
Whoever your customers are, whether they’re other businesses or end consumers, whether you see them face to face or serve them over the internet, and whether they’re spending $1 or $1 million, it’s your job to make sure they’re satisfied.
Anticipate what they need, offer it to them, then listen carefully as they offer feedback.
Start from the customer and work backward.
2. Deliver customer success, not just customer support
If you’re thinking of customer service as single interactions, then you’re thinking about it wrong.
Throughout the entire relationship you have with your customers, you should be aiming to give them a holistic experience.
This means that marketing, customer service, and product development are all part of the same ecosystem, rather than being siloed in their own little corners of your company.
Sure, each interaction with your customers is an opportunity to offer value, but try to think of those interactions as part of a greater project of customer success.
3. Always be available (within reason)
When you run into a problem with a product or service, you want that problem solved now, not in 6 hours when the customer support line re-opens.
We’re lucky here at Zyro, as we’re able to offer our customers 24/7 support. Whenever a customer has an issue, they can immediately speak to a real person to help solve the problem.
We understand, however, that not all companies have this luxury, but there are ways in which you can appear available, even if you’re not.
Firstly, chatbots can help answer queries automatically, without the need for human interaction. They can also take messages which you can answer later.
You can also be sure to tell your customers exactly when you’re going to solve their issues. If not now, then give them a specific time.
4. Know your product and how to solve issues
You’re not going to be able to offer actionable solutions to your customers’ issues unless you know your company and product inside and out. The ‘you’ in this scenario is every single person on your team, especially your support team.
At Zyro, one of the first tasks that everyone starting at the company is given, regardless of their position, is to build a website with Zyro. Not only does this give us fresh pairs of eyes on the product to help us build improvements, but it also means everyone is familiar with using Zyro.
This allows everyone on the Zyro team to think like a customer and makes us better able to address or customer’s issues when they come up.
Try and build this kind of familiarity into your company.
5. Listen to your customers’ pain points
Solving one problem at a time is not how you operate effective customer support.
If one customer is reporting a problem, it’s safe to assume that other customers are dealing with a similar issue.
That’s why it’s important that you don’t just listen to the complaints of a customer, but hear their pain points, and come up with overarching solutions that will help all of your customers.
6. Listen to your customers’ stories
While understanding what problems your customers are having is important, you must also be sure to understand the overall reason they’re using your company’s product and service.
The best way to get a handle on why your customers turn to your company is to listen to their stories, and see where you fit into it.
Not only will this help you anticipate their needs later, it will also help you to attract new customers, by identifying what it is that attracts people to you to begin with.
7. Be open to suggestions
We get it, it definitely doesn’t feel like the customer is always right, but that doesn’t mean you should just be discounting their opinion.
Even if someone is being rude when they’re commenting on your product or service, you may still find that there’s some content to their complaints that sparks some good ideas in your team.
At Zyro, we’re always listening to what our customers are saying, and are particularly open to the suggestions they’re making. These might be tools they want to use or functionality they want to see added to our platform.
If one customer is making a suggestion, then chances are there are dozens of others who want the same thing but haven’t said anything.
If you want to keep your customers happy, you need to build the kind of product they want to use. Customer suggestions are basically free ideas.
8. Implement customer insights
There’s exactly zero point in listening to your customers’ pain points or collecting their suggestions if you’re not going to do anything with the insights they offer.
So this point is very simple: take the insights you’ve gained from talking to your customers, and turn them into actionable changes in your company.
If something isn’t working, stop doing it. If your customers want something more, offer it to them.
9. Provide helpful resources
While we appreciate the value of always having someone on hand to talk to customers, we also see it as a failure if someone has to reach out to our support team.
When a customer reaches out for help, that tells us that somewhere along the way, they’ve got lost while trying to use or understand Zyro.
This is why we’ve developed our Knowledge Base. It’s a database of information about all the features you’ll find on Zyro, how they work, and how you can get the most value out of them.
Our Knowledge Base is like a big FAQ page if, instead of just trying to answer the frequently asked questions, you try to preemptively answer absolutely any question a customer might have about your product.
While a Knowledge Base in the Zyro style might not suit your company, you should at least try to off helpful resources both to make your customer experience better and relieve pressure on your support team.
10. Keep customers informed
The most unattractive feature of a company is when they’re a black box into which it’s impossible to see. There’s nothing more frustrating than using a service, but never knowing what updates are coming, or what new tools are available.
This is why you should go to lengths to make sure that you are, wherever possible, keeping your customer updated with the goings-on at your company.
At Zyro, we publish a blog post to announce new features on our platform, and we make an effort to be as transparent as possible with our customers so that they can get a real feel for what our company is about.
This isn’t just about keeping customers informed, though; it’s the cornerstone of keeping them happy, and ultimately, building success for your own company.