When a customer enters into a brick-mortar store, he has full access to the merchandise he wants to purchase. Even shopkeeper is present to solve any query of the customer. However, when it comes to a purchase via the app, there is no-one to whom a buyer can approach in case any issue arises. They have to rely on visual aid provided by the merchant. Industry experts confirm that this absence of proper support in applications is keeping a large section of customers from trying this convenient platform. Here are few ways to provide support to your customers when they have queries about your app-
FAQs are helpful: The customer using your app for the first time may prefer the FAQ Section first. Many times it happens that new customer’s query matches to that of the existing customer and he finds the answer mentioned in the FAQ part. A survey says, 60% of consumers have more favorable views of companies if their self-service offerings are well responsive. Instead of FAQs being a luxury element, they’re something your customers expect to see. Therefore, when an unsatisfied customer goes searching for your FAQs after an issue arises, you need to make sure they are available, easy to reach and navigate
Google has it all: We live in a world where the answer to every unknown question is asked on Google. There are heavy possibilities that, customers will Google the issues regarding your app. They trust Google’s anticipation and love those businesses whose informative content appear in the top search results. Therefore, try to get into the shoes of your customer, understand what issues they would be facing. Draft a solution in the most lucid and simple manner and publish a content that is SEO friendly.
Strong App Support: Reason for outsourcing an app support team is that you are able to build a rapport with your customers. Hence, you get all the praises and remarks from your customers. Appreciation always motivates you to work harder and criticism gives you a crystal clear picture as in what are your pitfalls and where you need to improve. Listening to your customers and modifying your services according to their recommendation again help you to garner leads and positive word of mouth.
Another perk of preferring an outsourced app support for customer communication can be, if your business is understandable by only a set of experts, and then there are huge possibilities that your inbox will always be full of query e-mails. Customers may not understand your business but want to use it to make their tasks easier. In such a situation, app support outsourcing will be beneficial to you as there will always be a human to guide your customers whenever they are stuck in the middle of something. Offering such support enhances your brand value and you will be able to dominate a place in the market.
After knowing that customer support can add a Midas touch to your business, it is necessary that you get to know the A-Z of building an effective communication channel with your customers. Some of the aspects that you need to master are as follows:
- Answer the call as you yourself living the situation: It can be annoying to get in the skin of your customer and visualize the entire thing from their perspective as you will be answering many queries in a single day. However, if you master this art, then no competitor can outshine you in terms of customer support. When you make the customer feel that you perfectly understand what they are going through, they will special.
- Understand the power of words: Someone has rightly said that words once said can never be taken back. Therefore, make it a point that you make the wisest choice of words. Understand that the customer approaching you is frustrated and has explored all the solutions for his problem and you are the only last resort. If possible coat your every word with sugar and then speak.
- Pro-activeness is the key: Many companies have a procedure that a customer needs to answer endless calls to reach to the person who has the solution to his problem. The slew of calls is necessary because you don’t want to entertain spam calls, but your genuine customer is also suffering in the entire process. One wise thing you can try to solve this issue is, outsource your app support to such a vendor who has a team that can guide your customer and close the issue in a minimum number of calls or mail. In modern times, in-app chat has also become a convenient medium.
You must have figured it out that building an effective communication channel is a tedious process, demanding too much of your time and investment. Well, the good news is that you just need to scout the best app outsourcing partner and you are sorted. You may need to divert a large sum of your income in this process but you have to understand that it is a long-term investment. Trust us, when you will be spellbound to notice the expansion of your business by building just a customer support. So what are you waiting for? Invest today for bright future of your brand!