Personal Customer Support - Helprace
The questions many ask is, what is personal customer support and do I really need it? Over 80 percent of businesses believe that having a personal support strategy in place is a necessity to maintain company success.
And, since, even in this day and age, up to 3/4 of businesses (B2B in particular) still waste their investment in ineffective customer experience strategies.
And, when you're running a personal customer support department, you need to consider the main ways you support your customers. These channels (help desk, for example) are important, so don't ignore them - and don't hope they go away. Instead, learn to accommodate your users with them.
A personal customer support strategy for businesses of any size
Whether we like it or not, most companies interact with customers through a number of ways. This can be through email, Facebook, Instagram, phone, and the like. It could even be a knowledge base or community that takes all the information from your users and supplies to a unified interface. This is by definition what personal support is.
Remember however - the more personal customer support options you in use to interact with (or market to) customers, the more likely it is for them to reach out to you through those same channels. Helprace takes it a step further, adding a knowledge base, idea management system, faq software and issue tracking, for example.
Personal customer support and increasing customer expectations
If you're using one particular support method- and you start to notice that you're starting to get requests through other channels, the worst thing possible would be to ignore all this. On the contrary, you should be able to accommodate everyone - after all, every request is equally urgent regardless what channel it comes through!
And not being able to keep up with urgent, important requests is something that will make you wish you went for a personal customer support strategy in the first place.
The answer: personal customer support software from Helprace
Every organization is looking for that one true support software that will make their life easy. While this is appealing, it's definitely full of trade-offs (one of them being, how can you find a tool that does everything you want it to do?)
Helprace is designed to give your customer service a personal touch. Sign up for a free, 30-day trial and start using our help desk, community and knowledge base applications today!
