How Tech Support Companies give Importance to Customer interaction
By: Sapna Sapu
Tags: It Companies, Tech Support, It Services, It Support, Customer Service

tech support services

Customer interaction is an important aspect not only for your customer support system but for the overall improvement of your business. Technology has provided various mediums through which every organization can be connected to its customers.

Staying connected to the customers is very important because it allows you to understand how happy they are with your product/service and what you can change to increase their level of satisfaction. A robust framework ensures you do not miss out on opportunities to connect better with your customers.

When your customers contact you, it is because they are facing an issue and need help in resolving it. In such a situation, they are seeking a variety of elements from you. They are:

Reliability:

Customers are much more contempt and relaxed when they know that you are a business organization they can rely on. They are only looking for services that personify the fact that they can trust you and also are an indicator that you are coming through on your promises.

Assurance:

They feel the need to make sure they have chosen the right product service. Resolving the issue they are facing seamlessly validates this to a certain extent and enables you to meet their expectations.

Empathy:

Customers need to know they are being heard and the necessary attention is given to them. They want the support agents to see their point of view and understand the issue they are facing with a gist of empathy. Hence, customer interaction should be based along these lines.

Responsiveness:

Availability and speed are two crucial aspects that the customers can judge your services by. No customer likes to wait. Instead, any customer would want to be prioritized and given importance. By responding quickly to their queries and providing them with solutions, you are fulfilling the criteria.

Top IT support companies like us, Sapizon Technologies, are always focused on delivering these attributes to the customer of our clients. It has allowed us to help them improve their businesses.

Customer Interaction Cycle:

Customer interaction can play a crucial role in determining if a business can deliver all the above-mentioned attributes to its customers. If you one of the businesses that need help with this, here is a run-down of how customer interaction takes place:

Greeting:

The first and foremost step in customer interaction on part of the agent is to greet the customer graciously. Agents can keep it short and sweet before proceeding further with the interaction. It can make substantially the way the desired customer interacts with you for the remaining part.

Some of the most common ways of greeting are:

· “Hi, thank you for contacting us! How may I help you?”

· “Hello, you have reached (company’s name). What can I assist you with?”

· “Good Afternoon, this is (company’s name). How can I help you?”

Understanding:

The next step in the interaction cycle is to understand what the issue of the customer is. It involves assessing and gauging the difficulty they are facing while collecting the information. If you are a support agent, you need to be polite in your tone, listen actively, and constantly pay attention.

The easier way to ensure your focus is intact is to seek confirmation of the information you are being fed. Repeating what you have heard goes a long way into doing that, if you have heard something wrong, the customer will correct you and you can proceed further.

To resolve any issue at the earliest, support agents need to understand the problem. Therefore, this is an important step in interaction.

Mutual Agreement:

Once a support agent has understood the issue, he/she then has to propose a manner in which the issue will be resolved. They need the customer’s approval before going through with the resolution. This is very crucial especially if there is a need to tinker with the system for a while.

Agents need to confirm and re-confirm with the customer that he/she agrees to the proposed solution. Only after they reach a mutual agreement can they proceed with the next step.

Delivering:

When you are making changes to the system of a customer while resolving an issue, you must keep him/her in a loop and have the customer informed about what is going to happen and when it is going to happen. This way, the customer is always involved in the process.

It is important to keep him/her involved because there should be no additional issues when the solution is complete.

Closing:

The closing of interaction involves the support agents portraying gratitude to the customer for his patience. Again, this needs to be done in a polite and there must no indication of frustration even if the agent has just gone through a lengthy process of providing a solution.

Some of the most common ways of closing an interaction politely are:

· “Thank you for contacting us! Have a nice day ahead.”

· “Thank you for reaching out!”

Conclusion:

Healthy customer interaction can boost the productivity of your business in many ways. It enables you to establish a sense of trust and loyalty among your customers. Also, it can increase the number of referrals your customers provide you with.

As one of the leading customer and technical support companies, we aim to provide our clients with the best services. We have an excellent team of experienced support professionals to ensure we deliver our promises.

If you want to understand how we achieve this, you can book a free consultancy with some of our experts and get a detailed analysis of the same.