Create an omnichannel customer support system

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Focus on the channel that is most convenient for users to communicate in. Some find it easier to discuss everything over the phone, others — in a chat. Still others expect an instant response in a messenger.

The most convenient way is to make support omnichannel. In this case, a client who contacted you via chat can clarify the answer by phone or ask for a report by email. And in any channel, their request will be understood and fulfilled.

Take a broader look at support
Support has a bigger impact on the product than it seems australia email list at first glance. Of course, first and foremost, this team helps existing users understand the product. But it is also part of the user's interaction with the brand, which significantly affects their user experience and satisfaction with the product.

For example, the work of the support team indirectly affects:

MRR (monthly recurring revenue per customer),
LTV (customer lifetime value),
NPS (Net Promoter Score),
churn and activation of users in the product.
Product Metrics: Calculating Key Success Indicators
Product Metrics: Calculating Key Success Indicators
And support managers should also have the ability to influence the product by suggesting changes. Because support actively interacts with customers and knows about their problems. This means it can suggest changes that will improve the user experience.

Build a Performance Evaluation System: KPIs for Teams
Choose metrics that will help you evaluate how well your customer service is performing.

It’s important to consider these metrics in conjunction with other metrics from related teams. For example, your support team may be successful in reducing the time it takes to resolve an issue, but quality will suffer — customer satisfaction will decrease. Choose the metrics you want to track, establish connections between them, and gradually move toward your goals.

Your Service Checklist
There is no perfect solution when it comes to improving customer service. Each company will have its own priorities and challenges.

But there are several ways to make your customers feel cared for. To do this, remember:

introduce a focus on customer satisfaction across all teams;
define a customer profile and listen to users;
plan the entire customer journey and prepare for the most common challenges that arise along the way;
set goals and KPIs for the support team;
provide the team with convenient internal service;
Collect feedback regularly and make adjustments based on it.
As the quality of service increases, customers will not become a hindrance to work, but a support and advocates of the brand. They will regularly bring ideas for improving the service and their user experience.