Call or not to call your customers?

Call or not to call your customers?

The best tools to solve customers’ requests successfully

Did you ever wonder what to do when a customer is writing you about an urgent issue? What is an “urgent” issue anyway? In this post, I will give you some keys about what tools bring the most satisfying outcome for your customers.

Urgency and nature of the request

First, define the nature of the customer's request. Is it directly linked to the product? or is it related to the administration of their account (e.g payment issues)? Then, define the urgency of the request. Is the problem partially or completely restricting the use of your product? Is the customer very upset? In the case of an urgent request, a phone call is the best option in order to have a clear understanding of the matter. For other requests, you can see which tool would be the most appropriate by simply asking yourself the questions above. Keep on reading to get more details about the best customer support tools.

The magic Customer Support tools

The most important tool is emailing. If you ever have a doubt about how to reply to a customer and which tool to use for it, email is surely the way to go. Most customer service softwares already have automated messaging features which means that the customer automatically receives a reply. The most important is to always show responsiveness to your customers and let them know that you are there for them! So after an automated email, always follow up with a personalised one, specifically addressing the issue to solve. Advantage: It gives you some time to ask your colleagues or the technical team for help. Disadvantage: It may seem impersonal and you might loose track of the conversation after sending several emails.

Calling customers is also important, but before doing it first make your research. Who was the last person contacting this customer? Does this customer usually call or send you emails? When you call, try to already have a solution to offer or share at least the time it will require to solve the issue.
Advantage: The customer can hear your voice and may ask you questions that would be more difficult to formulate in an email. You can also ask questions to better understand the problem and start to work on it straight away. Disadvantage: It takes time for your support team and cannot be automated.

Customer support and success is evolving and so are the customer support tools. A good way to provide support to your customers is to offer a live chat, this is very reassuring for the customer because unlike email, it feels like a person is right there to help. Some companies are also offering SMS support which may be a quite efficient way to involve with customers. Companies are usually offering this with a VIP support package and charging a specific fee to customers. Advantage: Live chat and SMS provide instant help. Live chat provides a great online experience and SMS support is reaching the customer directly on his phone. Disadvantage: It is difficult to track the feed of the conversation between the Customer and the Help Agent. For the SMS tool, a reliable network is necessary especially if you have customers in many countries.

Prevent problems before they happen

The best Customer Success strategy, however, is to identify the issue right before it occurs. To do that, regular surveys are the perfect tool. The most important is to monitor if the customer is happy with the product and if not, why. Regular webinars are also an efficient tool to inform customers about new releases and product improvements. It allows to inform many customers at once. This way, it reduces the risk that the customer will miss a new essential feature. It also increases chances that the customer will use it in the correct way. Finally, the help center is the most important of all online tools to proactively help customers. It is important to educate the customer to always check the help center first before contacting the support team. Always display the link to the Help center on the company website, in the product itself (if it is a software) and in your email signature.

To conclude, you have many ways to reply to a customer’s request, depending on the urgency and the nature of the request. There is no fundamentally right or wrong approach so the most important is to always observe the customer behavior and what communication tools he is using the most (or ask him directly what he prefers!).

I am passionate about human psychology and health and I am thrilled to share the experience and knowledge I've aquired working as a CSM. Day after day, I could see how much the great relations I had with customers were bringing me and how it was helping the business I was growing with. If you are also interested in those topics, don't hesitate to get in touch with me!