Customer support is a vital issue when you are running some business whether it’s online or offline.
But in this era everybody is eager to make their online presence by creating beautiful, functional & feature rich websites.
So basically website has become one of the primary identity & need for any type of business. Why need ?
Because for better connectivity with users, expanding to new markets, reaching to the new customers & for overall growth of the business there is no other alternative of web.
So website is the most effective way to achieve the above mentioned goals. Via website newer ways to give customer support has also opened with traditional ones. So what are all they ?
I will discus these in few minutes. Don’t worry.
So let’s assume you have just started your venture and setup your very first website.
Whether you provide some specific service or you sell some of your own product, customer satisfaction plays a vital role.
If your customers are not satisfied with the service or product you offer then it will be harmful for the future of business. So to keep your and your business’s reputation, how you provide support or specifically the ways to give customer support are really important.
If your customer support is excellent then your customers will always feel assured that for any kind of difficulty arises from using your product or service, they will always get you or your company beside themselves.
So I hope you understood the primary necessity of customer support. I am not going further details regarding this as our main motto is to know different ways to give customer support.
I will discuss the traditional ones with the newer ones. We will also look at how website can help the traditional one also. So here are the ways .
1. Via Email
It is one of the most used and common way of providing customer support. So for this you can create a different Email id like “firstname.lastname@example.org”, ” email@example.com” etc.
And let your customers or future customers know this via your website. Now if anybody need any assistance or help he/ she can mail directly to this mail id.
2. Via phone
The traditional one, giving support to your customers via telephone is another popular way. So to provide this facility you have two options, using a fixed general number & through a toll-free number. Let’s look into more details of both.
You definitely have fixed telephone number for your business so you can use that or avail another number specifically for customer support. Mention that number with specific time range in your website when customers can be able to contact you.
But in this way there is a little problem, as it is a general purpose number so when any customer will contact you he/ she has to keep call charges in mind. But as we all know that giving solutions over phone can sometimes take longer to resolve so in this case whenever you are giving support to your client you should definitely keep this point in mind that if each time when someone will call you for support and has to think about call charges then you have to give any alternative way.
So in this scenario the best option is to get a toll-free number for this purpose. So whenever any of your customer will face any problem he/ she can contact you via this 24/7 open number (toll-free). So in this case there will no limitation or boundary of time and call charges from customers end and your support process will be smoother.
So how this traditional way is getting benefits from website ? As the essential numbers are mentioned on the website so whenever need the customer can get it from the website. So in this case website is just helping to reach out the client more easily.
3. Via Live Chat
Live chat is one of the most trustworthy support system that you can provide through your website. Using this live chat feature in any time your customers will be able to contact you or your support team.
But before integrating live chat in your site you have to keep some important points in your mind. In one of my previous post I had already discussed different benefits and overheads of adding live chat feature in your website. So just go through that post. You will get a detailed idea.
So I must say live chat is one of most customer-centric approach to give support. Whenever any customer will face any problem he/ she will come to your website then go to the live chat section and will take the necessary steps.
4. By developing a separate customer support portal
You can also integrate a separate customer support portal in your website. You can set up a sub domain like “support.yourdomain.com” or add this functionality in a separate section inside your website called “Support” or “Customer Support” anything you want.
When any customer will come to your site for the first time, at first he/ she has to register, after successful registration comes log in phase. After log in to customer area, there will be a form where the customer has to fill up all necessary details regarding the issue after successful submission an email will be sent to you with a message and ticket number. Which is the unique identification number for your issue.
Just like this in back-end there will be a section for customer support executive from where the support staff can be able to do all kind of stuffs like checking newly raised ticket with existing ones, sending reply mail to the respective clients with updated info from time to time and at the end closing a ticket. The customer can also be able to track the updates by logging in the client area.
It’s a very compact, robust and professional approach of giving customer support through your website.
Here I have just given the very basic working of a customer support system, based on your requirement you can build it. Here is just an example.
5. Creating a FAQ section
FAQ (Frequently Asked Questions) is another way of giving customer support. In your site create a separate section called FAQ where all the mostly asked/ common question’s answers will be given related to your service or product.
How this will help? If anyone stuck with a very common problem then he/ she will get solution from this section it’s a very time-saving and straight forward approach.
6. Via integrating Forum in your website
The common questions are being answered in FAQ section but for the rest ? For the rest you can keep a forum section in your website.
To access the forum one customer has to be registered at first, then he/ she will be able post question and get answer. Obviously forum will have some rules and regulations which you have to maintain as the owner or moderator of the forum and the site.
Forum is a wonderful medium to support your customers more interactively.
7. Via Blog
For some of the questions asked by your client, you can write a complete how to post in the blog section. It’s not feasible for all questions but for those which fits there.
So in this way the blog of your site can become a knowledge base for the customers and in this way the overall value of your site will also increase.
So these are all different ways to give customer support using your very own website.
If you have anything to ask or any of the above mentioned points need more clarification then you can ask in the comment section.