Since we love customer support quality so much, this week your Support Spotlight has a 2 for 1 special (even better than the Philly Special)!
First, this conversation showcases the technique of proactively reaching out when you know something is awry. It reduces customer effort, and increases engagement with your product.
Second, this conversation showcases how educating customers with additional context empowers them, helping them more effectively solve problems on their own in the future.
Check out the conversation below:
Analysis of the Customer Support Interaction:
This technique requires only a few steps:
- The company monitors issues in the product or service.
- Once recognizing there’s an issue, they communicate to the support team which customers were affected, and how.
- The support team messages the relevant customers accordingly, owning the issue as well as helping with the resolution.
The psychology of showing your customers you have their back is powerful. In this conversation, the proactive gesture garners a “thank you” even though the error was in the company’s service.
The customer then validated that they knew about this issue 24 hours ago, but didn’t message us!
If the customer never wrote in, we would not have been able to lead them to a resolution, and they would have had a worse product experience, resulting in a higher likelihood to churn.
As for the second focus of this post, don’t stop at resolving the customer's issue. Empower your customers with additional, relevant knowledge.
Both humans and software are imperfect. Errors will occur again in the future. In the event that this customer experiences something similar, they will benefit from having been educated on how to help themselves.
This reduces future effort by them, since they may avoid reaching out about a similar issue down the line.
Proactive support helps you reach the 96% of customers that don’t complain, saving them from leaving to your competitor.
Further, proactive support has a psychological impact on your customers. It tells them that you actively care about their success. People truly appreciate that!
Lastly, educating your customers empowers them to solve problems on their own. This reduces effort in the future, both for your team and for the customer.
We feature other companies's customer support interactions in this blog, as well. Contact us at firstname.lastname@example.org if you're interested in giving your team's service a moment in the Spotlight.
Until next week, may your customers be friendly and may your CSAT surveys be positive. Adieu!