Types of Customer Services
Customers seek different-different information regarding your product and support from the company. There are a number of means for customer service.
Many people prefer to live chat support, email support, call support, or even face-to-face conversation at support centers. Better customer service is mandatory to remain in the business. Customer service is a BIG factor in building and breaking the reputation of a company or an organization.
As per the survey performed by American Express, a customer who is happy with your customer service further talks about it with nine people. And the one who is disappointed with your customer service discusses his/her experience with sixteen people. Which means a negative customer experience results in losing sixteen customers that will feel hesitate to try your product. On the other hand, a positive customer experience leads to nine customers that will think to try your product.
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In this digital age, your customer can easily leave positive or negative feedback for your company. To get a positive one, you are required to determine the needs of your customer. You need to know what type of customer service will be most effective for a customer. Here, I’ve listed some main customer services.
Types of Customer Services
1. Live Chat Support Service
As mentioned, in this digital age, this is a widely used customer service spreading with a great slope. It is the most popular type of customer service nowadays. Many small and big organizations make use of Live Chat Support.
Before going ahead, let me answer you a question ‘what is Live Chat Support?‘ that you might have. Have you ever seen a chat window pop up with a message like, “Hi! My name is XYZ. How may I help you?“, when you open a website. This is what we use for Live Customer Chat, in which chat agents talk to customers and resolve their issue.
In recent research, it has been seen that more than 70% of the live chat customers are much satisfied. The amazing thing about it is, you are not necessarily to have a phone with you, simply visit the website and send a message and start the discussion.
For a successful live chat support service, you must have skilled chat agents. They must have good communication skill and knowledge about your products or services. You could add live chat to your website by installing plugins like Zendesk Chat, Pure Chat, and Live Chat.
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2. Email Support Customer Service
Email is one of the most popular and reliable platforms for communication. It is also used to provide support and customer service across the globe. Email support service is easy and cost-effective. You can answer a question and share the details regarding your product or service via Email to the customer.
Automation helps you to get the most out it, it just makes easier to handle a number of customers at once. All you need is the email address of your customer. You can make use of Zendesk for customer service and automation.
3. Live Phone Support Service
When there was a lesser number of computers & smartphones, phone live support was the only mean for customer service. You can provide customer service via phone calls individually or you may set up a call center. Whatever method you choose, you must have knowledge of your product and service. Also, you need excellent communication skills.
For better customer service, every member of the chat support team should have patience, and able to pay attention to customer needs. You have to be a good listener. You have to listen carefully to your customer and try everything possible to solve their problem or issue. This is a helpful service for people who prefer human-to-human interaction.
4. Social Media Support Service
Almost every company has a presence on social media, to name a few be it on Facebook, Instagram, Twitter, LinkedIn, etc. Because of this presence customers are likely to gather information about a product or service from the company’s social media accounts. You might also find FAQs and other queries from social media.
Since the number of customers is not less on social media, so it also demands a dedicated team for support on social media and addresses the customer’s queries. Many companies and organizations have already started their customer service on social media and the rest are working on it.
Some other commonly used customer support services are-
- Making a separate portal for questioning and answering the questions.
- Artificial intelligence – Interactive voice response representative and much more.
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