No matter how great your customer service team is, something will inevitably go wrong. It’s just a fact of business. When it does, your customers need to be able to reach you instantly.
Have you ever had this experience? You’re in a store shopping for a piece of clothing, but they don’t have your size in the item you select. You whip out your trusty cell phone and check the company’s website from the store, hoping to find your size.
Some people would rather get a tooth extracted than make a call to technical support. However, it doesn’t need to be that way. According to a research survey conducted by the Huffington Post, 90 percent of respondents expressed a preference to speak to a live agent rather than a voice recording, concluding that “…individuals still overwhelmingly want to deal with a human beings rather than a machine.”
Cultivating a great customer experience relies on a quality product. That being said, your team absolutely needs to provide excellent customer care. Unless you have a dedicated and separate support team, you need to train your engineers to provide excellent customer experiences.