Foundation of Support

In our personal lives, the essence of a great support system cannot be over-emphasized. The joy that comes with knowing you have someone in your corner that won't let you down.

Your safety net.

Your ride or ride (no dying zone here).

This is the exact feeling associated with customer support. Knowing that no matter the issue I encounter, I can always reach out to the customer support team and they always come through for me just like a friendly neighborhood Spiderman.

If asked, I am of the opinion that any brand whose support team offers me a sense of safety (especially when my hard-earned/borrowed money is involved) is a personal fave.

Having said that, what are the foundations on which a support team is built? Some fundamental principles are;

● Top-quality product and services

There is nothing new under the sun, and even if it’s new, it wouldn’t stay new forever. As a brand, you are most likely not the only player in your field and even if you are a pioneer, you wouldn't always hold the market monopoly forever. Therefore, offering the best quality of products and services to your customers is paramount. Your products and services should be tailored to suit the needs of your customers while giving room for improvement. Remember, the goal is to be better than you were yesterday.

● Amazing customer support team

Offering the best products and services is only the first step. It doesn't end there. You require a customer support team that is patient, understanding, friendly, and most importantly empathetic to backup your product and service. The best of products and services is no substitute for a customer support team, as the team is integral in ensuring customers have an amazing experience with your brand. Give them an experience so amazing they become brand ambassadors.

● Communication

What you say is just as important as how you say it. Effective communication is the bedrock of any relationship. It is important for you to say the right things and in the right way so that your customer won't have a hard time understanding you.

● Timely resolution of complaints

Problems happen (wahala no dey finish). This is inevitable. But what you do about the problems and how fast you solve them is what sets you apart. You need to envisage these problems experienced by customers and how to efficiently resolve them. Although you can't envisage all the problems, this is where product knowledge comes into play. You need to know the product like the back of your hand so that when a customer lodges a complaint, you have already mentally outlined the solution. This is crucial in solidifying customer-brand relationships.

You need not only the best products and services but also a customer support team that actually supports the customer in a timely manner.

This way you are never caught unfresh. Just as stars do.

Adios,
Kiki