How Your Customer Support Flow Should Look Like

Whether you are managing a large e-commerce business or a start-up small biz, it is of paramount importance to provide the best support for your customers. Well-served and happy customers tend to get back for more. How do you handle a large number of calls daily? We have several strategies for that but we have something in common- a customer support flowchart.

Even if you provide self-service options, customers will always want someone to talk to, not with a robot, but with an efficient and effective customer service representative. How can they save your time and money simultaneously? Well, a customer support flowchart should be established perfectly. A well-structured flowchart will have a great impact on providing the best experience to your customers. Here are some salient points that you need to include in your flowchart.

Establish Multi-Channel Customer Support

Customers should be able to contact you in any channel that they are comfortable with- whether it is via phone, email, live chat, or social media. Different CRM Softwares such as Freshworks, Salesforce.com, HubSpot, Pipedrive, Insightly, and many more are widely used to assist in the process.

Categorize Customer Queries

Customer queries are often similar. Most of it is already addressed on the Frequently Asked Questions (FAQ) page on your website. In that case, it is easier to just answer them through the FAQ Page and educate customers about self-service options. However, questions or queries not found on FAQ should be escalated immediately. A supervisor should address the concern to save time and avoid a bad customer experience.

Update Self-Support Options

Solutions provided by the supervisor should be added to the FAQ Page. Educated customers will not fully rely on customer support but help themselves through this page. It is essential to update FAQs and other self-service options from time to time.

Take a look at this sample customer support flowchart:

Sample Customer Support Flowchart

Pretty easy, right? Well, customer support flow will always run smoothly if you outsource the doing to savvy customer service virtual assistants. Do not be led into thinking that if you are not doing it, it will not be successful. Should you look for a customer service savvy to add to your team? You can always find one on many platforms such as Upwork. Or you must have an eye for a Rockstar Customer Service Specialist. Contact me today and see what I can do for you.

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