Customer support: Definition, benefits, features

• The way of support 

You need to decide in what way you are going to support your customers. Meaning, there are various styles in which a company handles customer problems. One way is to straightaway give out all the answers to obvious problems that can occur to the customer. It can be a long paragraph or a documentation. Customers will then have to find out solutions related to their problems, or they can again contact the agents.

Another way is to individually handle each customer call. Agents can deal with the customer calls as they come and try to assist them individually. 

• The way of speech 

The customer support agents are the voice of your organization. You need to plan how to speak to the customer accordingly. You can ask yourself questions like:

How formal do you want to be with your customers?

How informal do you want your conversation with customers to be?

Do you want to have a conversational tone?

• Speed of conversation 

Customer support calls are usually real-time. As an organization, you need to decide how long you want your support calls to be. Or, is it even important for your organization to have a time limit on your conversation. 

Studies say that speed of the customer support calls are as important as the language and coverage is a money problem. 

• Coverage 

Coverage implies the time period you provide your customer support. It can be 24 hours, 7 weeks a day. Or it can also be Monday to Friday, from 10 am to 5 pm. 

Depending on how many customer calls you get in a day, identifying the busy hours, you need to decide what time you want to keep open for customer support service. 

• Language 

Language barrier is a serious discussion when it comes to supporting customers. Now, depending on whether your business is a B2B or B2C. In B2B business, English can be a pretty good choice as it is a globally identified business language. 

But when it comes to B2C businesses, as customers can call from any part of the world, you can cling on to generic language from the region or the one that a larger part of the population understands.