Know your customer support

Whenever you are doing a business, or in fact, any business, you either sell your services or you sell your products. But whatever you sell, there will be customers and though usually good terms like profits and money is associated with customers, there are other things also which come together with a customer, as in a package, like feedback, complaints, usage guidelines, queries, appreciation, brickbats etc. it is all in a day’s work. So you need customer support.

Now what does a customer support does? It includes a variety of services offered to a customer to help them with their questions, queries, problems etc. For example customer support includes services like planning; installing the product, trouble shooting, providing maintenance, giving up-gradation when demanded by the customer etc. there are many types of customer support.

The first type which has become very popular among mobile connection providers is that of automated customer support. A data and knowledge base is build of generally asked questions and problems faced and their solutions or resolutions, which are determined by experts is saved as the automated response to that particular question. It is very cheap compared to live customer support and that voice and going through endless options irritate many people. But it has a benefit too. When companies opt for automated customer support, they can offer you help at any time of the day or for that case night.

Second type of after sales support to customers or clients is over email or chat. Both are good provided they are prompt in replying to the queries. Otherwise it gets frustrating for the customer who has to bear through endless waits for one reply from the customer care executive. On the other hand, if the service is quick, precise and polite, it is the best.

The third type of many available customer care options is the support over phone. It is the best type of customer care service if you ask me. Though it costs money to the companies, the customer feels reassured if he or she talks to another human being, directly. Thoughts, problems, questions are conveyed easily and there is very little chance of the query being misunderstood. The solutions provided are also quick as it is live customer care service.

No matter what type of customer support you use, just remember to actually hear what people are saying and modify or read just accordingly. It is important because as they say, customer knows the best about what is good for them.