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Customer support - help and advice that a company makes available to customers when they have bought something
What is meant by customer support?
Customer support is a set of services provided by a company to a customer. It is also a part of customer relationship management. Companies use a Helpdesk to provide customer support. Thus, customers can connect with the company through different types of channels. For instance: Email, Phone, or Live chat.
Tvrtke pomažu u instalaciji i obuci. Štoviše, pokušavaju riješiti probleme i upite kupaca.
What is the difference between customer service and customer support?
The main difference between the two is that customer support is responsible for assisting a customer with technical issues. On the other hand, customer service is about helping the customer use the product/service to its full potential. This is where you engage with customers and grow customer relations. Thus, providing the best value.
If you would like to learn more details, read Customer service vs Customer support.
Why is customer support important?
Podrška korisnicima važna je jer stvara bazu lojalnih kupaca. Međutim, prednosti su mnogo veće.
Evo nekoliko prednosti dobre korisničke podrške:
- Higher sales
- Higher revenue
- Customer satisfaction
- Customer retention
- Efficient workflow
What are the most effective customer support channels?
Live chat
Live chat is an important part of every customer support software. It enables your customer representatives to chat or simply approach customers in real-time. It is believed that millenials are the only ones who use live chat. However, there are also other age groups that use live chat. Don’t miss out on live chat and its benefits.
If you would like to learn more, read LiveAgent – Live chat.
E-pošta uobičajen je i osnovni dio svake korisničke podrške. Neki bi mogli reći da to može biti dugotrajan oblik kanala podrške. Zašto? Pa jednostavno, jer rješavanje problema/problema može potrajati dulje. Međutim, doseg putem e-pošte u cijelom je svijetu i još uvijek se dobro koristi kanal.
If you would like to learn more, read LiveAgent – Email.
Telefon
Telefon je također jedan od željenih načina kontaktiranja korisničke podrške. Koriste ga korisnici koji možda nisu tehnološki potkovani ili jednostavno više vole razgovarati (ljudski dodir).
If you would like to learn more, read LiveAgent – Phone.
Social Media (SoMe)
Facebook, Instagram ili Twitter. Ovo je samo nekoliko platformi na kojima klijenti međusobno komuniciraju. Štoviše, oni surađuju s vašim brendom/tvrtkom. Odgovaranje na upite kupaca ili pomoć korisnicima putem SoMe -a ključan je dio ovih dana za svaku korisničku podršku. Softver za korisničku podršku, kao što je LiveAgent, može vam pomoći u upravljanju SoMe upitima s jednog sučelja. Na taj način možete učinkovito odgovoriti i angažirati se sa svim vrstama kupaca.
If you would like to learn more, read LiveAgent – Social Media.
Portal za korisnike/samoposluživanje
Imati korisnički portal/samoposluživanje važno je za poslovanje 24 sata dnevno i 7 dana u tjednu. Stoga, iako vaši klijentski zastupnici nisu dostupni, vaši korisnici i dalje dobivaju potrebnu podršku. To bi moglo biti putem članaka iz baze znanja koji pružaju; vodiče, informacije o proizvodu, video zapise i još mnogo toga.
If you would like to learn more, read LiveAgent – Knowledge Base.
What is customer support software?
Customer service software, such as LiveAgent creates an optimal workflow for your customer agents that make them more efficient and effective at the same time. The ability that stands out the most is that a customer representative does not have to switch between interfaces while working. Thus, being able to resolve a customer inquiry from all kinds of channels from one place.
One important help desk feature that allows businesses to manage customer support requests is a customer support ticketing solution. It is a type of software that automatically turns every customer request into a ticket which can be then assigned to the appropriate agent or department.
All of the above-mentioned channels are included in LiveAgent.
Other LiveAgent features:
- CRM
- Canned messages/ Predefined messages
- Merge tickets/inquiries
- Rules/SLAs
- Analytics overview
- Video chat with customers and colleagues too
If you would like to learn more, read about all LiveAgent – Features here.
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Frequently Asked Questions
How to define customer support?
Customer service is a range of services offered by an organization to help customers with their problems with your product or services and to support them in getting the most out of using your product. It includes answering customer questions and helping with problem solving.
What are the principles of customer support?
The key to good customer service is, above all, building lasting, good relationships with customers. For this to happen, the customer service team needs to know what customers think is good customer service, stay up to date with customer feedback that helps improve customer service, and look for ways to improve customer service and exceed customer expectations.
What tools to use to provide the best customer support?
In order to provide the best customer service, it is good to use several tools and communication channels that allow for comprehensive service. It is worth engaging in communication using communicators in social media, e-mail, text messages. In addition to these traditional forms, it is worth building communities in groups on social media or online forums, where clients can contact each other and chat with experts. Live chat is an important tool that allows you to chat in real time when a customer needs quick help. Customer service is also improved by a responsive and intuitive mobile application. In addition, the customer service team should have an appropriate system from which they will be able to manage all channels.
Ako ste zainteresirani za dublje razumijevanje razlika između korisničke podrške i službe za podršku, pročitajte članak o Korisnička podrška vs Služba za podršku - razlike. Ovaj tekst objašnjava ključne razlike između ova dva pojma i pomaže vam odabrati pravo rješenje za vaše potrebe.
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