Here are a couple simple tricks to improve your support and keep your customers even happier. Great customer support isn’t just the right thing to do, it also has the karmic effect of making you more money in the long run.
I’ve been doing all the customer service for Think Vitamin Membership. I think it’s important for the Founder to do all the customer support in the early days, because it keeps you connected to the customers and their pain points.
Here are four simple tips to improve the quality of your customer support …
1. Build a Raplet
Here’s a typical support request scenario:
Customer: “I can’t log in. Can you please help?”
You: “I’m sorry for the trouble. Can you please give me the email address you signed up with? Also, have you cancelled the account by chance?”
You can skip the entire second step and immediately answer their question by creating a Rapportive Raplet.
Rapportive is a powerful Gmail plugin that displays information about the email sender, in the right-hand column.
You can build a Rapportive ‘Raplet’ which allows you you pull custom data from your customer database and display it to the right of an email from a customer. This can be any data you store in your customer database, like sign up date, lifetime value, current plan, etc. Here’s a screengrab from this post that explains Raplets in more detail …
2. Slow Down
The biggest key to amazing customer service is this: don’t rush. If you’re trying to plow through support requests as quickly as you can (or if you’re incentivised by the number completed) you’ll cut corners and ask the customer to do extra work, instead of doing the work yourself.
Make it a goal to spend an extra 3-5 minutes on each request to really make sure you go over the top to help people out.
3. Be Quick on Twitter
In direct opposition to my previous point, you need to be quick on Twitter. Try to answer people’s tweets within one hour if you can. As replies only require 140 answers, you can get through tweets quickly, without sacrificing quality.
We use CoTweet to answer tweets and here’s what that looks like …
4. Be Human
Don’t adopt some sort of official-speak just because you’re the official voice of the company. People appreciate being spoken to in a familiar, real manner.
Obviously you don’t want to get to buddy-buddy, but being real and friendly with your customers shows them that you’re a real person and you can relate to them.
If you’ve got any dyno-mite customer service tips, please share below. Thanks!