There are various channels which company can choose like Phone,
Onsite support, Live Chat, Email. Now all this channel has its own Advantages
& Disadvantages. Let’s understand them individually.
Onsite support, Live Chat, Email. Now all this channel has its own Advantages
& Disadvantages. Let’s understand them individually.
·
Phone Support: It is a traditional mode of Support in which the company provides support via Telephone.
Phone Support: It is a traditional mode of Support in which the company provides support via Telephone.
Benefit
of Phone Support
of Phone Support
1) It enables quick access to a person
and allows interactive two-way communications, both of which increase customer
satisfaction
and allows interactive two-way communications, both of which increase customer
satisfaction
2) The Customer Support person can hear
more than just the words, and gather additional details in order to resolve
incidents quickly
more than just the words, and gather additional details in order to resolve
incidents quickly
Challenges
of Telephone Support
of Telephone Support
1) The possibility of a lengthy time commitment:
Some time
Customers can keep on speaking and you cannot stop them.
Some time
Customers can keep on speaking and you cannot stop them.
2) Customer Support Agent Lacking knowledge: Sometimes Support Agent might not have enough knowledge to support the customer and they may recognize that on the call which can lead to bad experience about the com
3) The limitations of verbal
communication to convey the issue: There is a possibility that you want to share a link or screenshot to
support the customer but you cannot do it because you are providing phone
support and it cannot be sent on the phone.
communication to convey the issue: There is a possibility that you want to share a link or screenshot to
support the customer but you cannot do it because you are providing phone
support and it cannot be sent on the phone.
·
Onsite Support: Here company send people
to fix the issue at customers place. This happens when the Call center Agent
has tried everything from his end but still the issue persists.
Onsite Support: Here company send people
to fix the issue at customers place. This happens when the Call center Agent
has tried everything from his end but still the issue persists.
Benefit
of Onsite Support
of Onsite Support
1) One to one face-to-face
communication with the customer establishes better rapport
communication with the customer establishes better rapport
2) Onsite Support person can view the environment from the customer’s perspective
3) Facilities better understanding of
user situation/environment
user situation/environment
Challenges
of Onsite Support
of Onsite Support
1) More expensive way than if resolved
by support center
by support center
2) Managing side issues may be brought
up that we are not related to visiting by the end-user or other end users in the
area
up that we are not related to visiting by the end-user or other end users in the
area
3) Lack of accountability if tickets
are not logged for side issues.
are not logged for side issues.
·
Live Chat Support: In this method, customers can Chat with the Support Agent.
Some companies provide 24 x7 Chat support.
Live Chat Support: In this method, customers can Chat with the Support Agent.
Some companies provide 24 x7 Chat support.
Benefit
of Live chat Support
of Live chat Support
1) Decrease the resolution time because
people chat and they get the resolution immediately
people chat and they get the resolution immediately
2) Because of the immediate resolution, it reduces the number of escalation cases.
3) As the resolution is provided
immediately on that, it improves Customer Satisfaction
immediately on that, it improves Customer Satisfaction
4) Reduces cost of support because as 1 Customer
Support Agent can handle multiple chats at a given time unlike phone support
where a person can handle only one call at a given time.
Support Agent can handle multiple chats at a given time unlike phone support
where a person can handle only one call at a given time.
Challenges
of Live Chat Support
of Live Chat Support
1) May sound Transactional: If a Chat Agent is not properly interacting with the
customer, he may sound like a Robot.
customer, he may sound like a Robot.
1) Unable to recognize emotions: While chatting the Customer Support Agent may find difficulties to under
the emotions of the Customer as they are not speaking.
the emotions of the Customer as they are not speaking.
·
Email Support: In this method, Users can
send email to Customer Support Team and they will get a reply as per the Service
Level Agreement.
Email Support: In this method, Users can
send email to Customer Support Team and they will get a reply as per the Service
Level Agreement.
Benefit
of Email Support
of Email Support
1) Customer Support Agent has the
flexibility to research and answer the client
flexibility to research and answer the client
2) Customer Support Agent can provide
screenshots to support the client.
screenshots to support the client.
Challenges
of Email Support
of Email Support
1) Uncomfortable for the user: Users will naturally gravitate
toward the method of support, they have most often utilized
toward the method of support, they have most often utilized
2) Inefficiency: Process need to be implemented to
ensure a fast, efficient customer interaction. An email has earned a fairly bad reputation
as a customer support tool, because many companies have not provided solid
support systems using e-mail.
ensure a fast, efficient customer interaction. An email has earned a fairly bad reputation
as a customer support tool, because many companies have not provided solid
support systems using e-mail.
3) User Unfriendly: If a customer cannot find the
information via Email quickor if they are not responded to
promptly, they will most likely not use electronic support methods.
information via Email quickor if they are not responded to
promptly, they will most likely not use electronic support methods.
·
Self Service: In this method Customer
Support Team will write detailed FAQ questions on the common customer queries,
so that customer can proactively find the information before contacting Support
Team
Self Service: In this method Customer
Support Team will write detailed FAQ questions on the common customer queries,
so that customer can proactively find the information before contacting Support
Team
Benefit
of Self-Service Support
of Self-Service Support
1) Issue gets resolved without
assistance
assistance
2) Available twenty-four hours a day,
seven days a week (24 x 7)
seven days a week (24 x 7)
3) Provides consistent responses to
repetitive requests
repetitive requests
4) Preferred support method for some
customer segments
customer segments
5) Lower the cost of support because
people will find information before contacting the support team.
people will find information before contacting the support team.
6) Enable users to be independent and
self-sufficient
self-sufficient
a) Allows
customers to access documentation (eg. Policies, procedures, SLA, FAQ’s etc)
customers to access documentation (eg. Policies, procedures, SLA, FAQ’s etc)
b) Customers
can submit service requests at their convenience
can submit service requests at their convenience
Challenges
of Self-Service Support
of Self-Service Support
1) User may receive answers that do not
solve the problem, or are unrelated to their problem
solve the problem, or are unrelated to their problem
2) Self-service may give the impression
that no human interaction is available
that no human interaction is available
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Govindraj Shetty is a customer support and success leader with over 19 years of experience across global organizations. He has built and scaled high-performing support and customer success teams, most notably at Yapsody, where he established departments and programs that consistently delivered strong customer satisfaction and client retention.
He is a trainer, Udemy instructor, and founder of The Customer Support School, and the author to customer support books.