Get my free Customer Success Jumpstart Kit!<\/a><\/div>\n<\/div>\n\n\n\nTip #4: Set clear guidelines for what your team can and can’t do.<\/h2>\n\n\n\n
The fourth tip is to make sure that you set clear guidelines for what your team can and can’t do to delight a customer. There’ve been times in which I’ve had team members send a bouquet of flowers to a customer that I know is going through a tough personal time or a dozen donuts for the next staff meeting. Whatever it is, just make sure that you’re setting clear guidelines and boundaries as to what that your team members can do with, or without your permission.<\/p>\n\n\n\n
This can be as simple as just saying, if anything is over $25, then it needs approval, but otherwise do whatever you need to do to delight your customer. Or it can be something along the lines of if you’ve already explored everything in the general customer support manual, and the customer is still unhappy these are the things that you can do, or that you have discretion to offer to the customer.<\/p>\n\n\n\n
Tip #5: Tag team or follow up with your customers.<\/h2>\n\n\n\n
The fifth tip I have is to tag team or follow up with your customers. What I mean by this is even after your customers have solved their core problems, do a quick follow up check in with them a few weeks later to see if there’s anything else you can help them with. By doing so, you’re going to show your customers that you really, really care and it can be a good team building exercise in terms of emphasizing the importance of customer support.<\/p>\n\n\n\n
Tip #6: Document everything that more than one customer struggles with.<\/h2>\n\n\n\n
The sixth tip I have for you is to document everything that more than one customer struggles with. Your goal should be to build out a comprehensive and epic help center that addresses 80 to 90 percent of the challenges that your customers face. This means having both written as well as video instructions to help them solve their problem.<\/p>\n\n\n\n
After you build out your help center, start linking your help articles to your template of responses in your ticketing system, so that your customers can start to solve problems by themselves. You want to build a level of independence with your customers so that they’re not always emailing you every single time that they have a problem with your product or service.<\/p>\n\n\n\n
So the key thing to remember here is anything that needs to be written out more than once needs to be documented, get it in the help center and then get it into the email template.<\/p>\n\n\n\n
Tip #7: Use TextExpander to cut down on your support time.<\/h2>\n\n\n\n
The seventh tip I have for you is to use TextExpander to cut down on your support time. TextExpander allows you to build boilerplate, email templates, and other sorts of content. It makes it really easy to use. Quick search is to find templates and also abbreviations in order to trigger certain responses. So for example, whenever I want to say thank you to somebody, I just type in TY and TextExpander will automatically put in, thank you for me. Or whenever I’m sending off my emails with best comma Will, I just do semi-colon X and it will render all of that for me, with the proper formatting.<\/p>\n\n\n\n
TextExpander is a huge time saver for me. And a really cool feature is that you can create folders that are shareable so that your team can continue adding to your library together as you build up your knowledge base. <\/p>\n\n\n\n
Big Takeaways<\/h2>\n\n\n\n
Two big takeaways from today’s article:<\/p>\n\n\n\n
- The first one is that good customer support starts with good customer support infrastructure. You need to make sure that you have the right tool, like a ticketing system, TextExpander, and clear guidelines for your team to follow.<\/li>
- The second big takeaway is that great customer support ends with customer efficiency in mind. Once you have the infrastructure in place, it’s a good time for you to get more and more efficient as you create templates for yourself and streamline your help center in order to get responsiveness to be a central tenant of your customer support team.<\/li><\/ol>\n\n\n\n
If you found this article helpful, be sure to check out my YouTube channel<\/a> to get new videos every single week I\u2019ll help take you from zero to self-starter as you grow your business, get more customers, and hone your business acumen. Also, feel free to share this with anybody that you think might benefit from learning the seven tips when it comes to improving your customer support.<\/p>\n\n\n\n