How to Manage Customer Support – Online

One of the primary goals you should have in your business is to provide an acceptable level of customer satisfaction. 

A satisfied customer can bring you more revenues not only from their own consumption, but also from their referrals.  An unsatisfied customer, on the other hand, can become a nightmare for your business.

A satisfied customer can bring you more revenues not only from their own consumption, but also from their referrals. An unsatisfied customer, on the other hand, can become a nightmare for your business.

A satisfied customer can bring you more revenues not only from their own consumption, but also from their referrals.  An unsatisfied customer, on the other hand, can become a nightmare for your business.  Sometimes, a bad customer experience can travel like the speed of light.  To put it simply, it’s like sound on steroids.  Here are some tips to keep your customers satisfied with your support services:

Be helpful.  Some companies put undue weight on the availability and handling times for their customer support staff.  Bear in mind, however, that availability does not equate to being helpful.  While your staff should be available for your customers to reach, they should also put more value in actually being able to help the customers instead of whisking them away because of the handling time requirement.  With an exceptionally helpful yet reasonably time-conscious customer support staff, customer problems can be resolved online before people will request to talk to you – personally.

Be honest. Transparency is the key towards proper reasoning.  People might send messages asking why rates suddenly went higher.  Some will complain about how you took away a promotion.  Although it would seem that customers are at fault for not reading and understanding the terms and conditions of the product or service they availed of, it is not advisable for your customer support staff to point out that fact.  But, there is some value to being truthful and honest to your customers, particularly for issues that concern their money or processes to avail of your services.

Exceed expectations.  You can make up for the lack of human contact in an online customer support facility.  There are ways of reaching out to your customers in a personal manner.  Extending assistance and addressing the customer’s concern is expected of your customer support.  Your goal should be to go beyond that and delight your customer in a way that it exceeds their expectations.  When you do this, your unhappy customer turns into an appreciative customer who is all too willing to spread good words about your company.

Exude expertise.  Train your support team well.  Incompetent customer support personnel who are not equipped to address your customers’ concerns is the fastest way to get your unhappy customer more irate.  Make sure that you train your people properly with at least the basics of your products and services.  Be sure that they have the basic communication skills and telephone etiquette too.

Simplify the return process.  If you do online selling, you need to come up with a return process that is easy enough for customers to follow.  Simplifying your return policy also helps you eliminate unnecessary headaches.  While it is true that returns could cause you revenue losses, making the process easy for your customers is proven to actually decrease the probability of returns.

Notice that the management tips above are in tradition of the customer service industry.  There is no significant difference in terms of managing customer support through online, telephone, or physical modes – in the end, satisfying the customer is what truly matters.

[REVEALED] 101 SEO Strategies in the Philippines
Download Free eBook
Check out the latest tricks and techniques in SEO with Paul Agabin's free report about the 101 SEO Strategies in the Philippines. Updated for 2013.


Paul Agabin is the Founder and CEO of Wooka Interactive. He is an internet marketer based in the Philippines which deals with varied topics such as local industry news, seo strategies, content marketing, inbound marketing, social media management, website reviews, and the like. You can contact him at 0917-5069839.

Share This Post

Related Articles

Leave a Reply

You must be Logged in to post comment.

© 2017 Paul Agabin. All rights reserved. Site Admin · Entries RSS · Comments RSS
Powered by WordPress · Designed by Theme Junkie