4 Tips from the Field for Delivering Amazing Support Experiences

Written by Shannon Wenkoff on Jan 07, 2016

At AppHelp, we deliver hundreds of amazing support experiences to technology users every day. 

With a decade under our belt powering white label premium technical support programs for some of the world’s largest telcos, I wanted to share four key ingredients in our support methodology that have enabled our partners to boast industry-leading KPIs and consistently ‘wow’ their customers.

1) THAT’S ANOTHER HUMAN YOU’RE TALKING TO

Building a world-class technical support program requires the right service delivery tools, knowledge sharing processes and most importantly, staffing agents with high EQ and empathy. When your agents are able to put themselves in the shoes of the customers they are servicing, the way that they speak and conduct themselves changes. For the better! Empathy leads to a more complete understanding of what a customer is going through. It tells the customer “You Matter” and it helps the agent deliver what is really needed. The goal is always about solving your customers problems in the fastest and best way possible. However, agents that see end-users as just another metric or call to resolve will quickly lose the personal touch and in worst case, the customer.

2) IMAGINE YOU’RE DELIVERING REMOTE TECHNICAL SUPPORT TO THE POTUS

You know his time is precious. You know that the best support experience you could deliver would be one where you get all the details you need from him and then tell him to go about his day while you take care of his problem. The last thing you would do would be to have him sit silently on the phone while you try out a couple things to better identify what you’re going to do to fix his problem. So you ask him what you need to know and then you AFK the president so he can go about his day and you can go about fixing his PC (no pun intended). Now, treat every customer like they are the POTUS.

3) CUSTOMERS AREN’T MUSHROOMS. DON’T KEEP THEM IN THE DARK

Your customers have come to you because they need help. They are trusting you with the device that they work, play and educate themselves on.  If you don’t communicate your process and what they should expect from the support session, they can start to imagine the worst. Instead of having your customer wonder about whether they should have deleted their search history or backed up their data before starting the session, take the time to update them on each part of the support experience and address any concerns or questions they have.  An informed customer is a happy customer.

4) TURN THAT CUSTOMER’S FROWN UPSIDE-DOWN

Despite all the energy and focus that we put on creating perfect support experiences, sometimes, we fall short. When we do get feedback on a support session that didn’t leave the customer thrilled, we see it as more than just a learning opportunity for future support experiences – we see it as a chance to change a customer’s frown into a smile.

We have dedicated support specialists that are deployed to perform outbound follow-up calls to any customer that leaves less than stellar feedback on the quality of their support experience. By doing this, we make sure that we get all the details around how their support experience could have been better, ensuring that they leave that touch point satisfied and feeling positive about their next experience with the brand.

Lesson: It’s never too late to turn a negative support experience into a positive one.

There are tons of factors that can go into creating amazing technical support experiences for your customers and these 4 tips are great starting points to ensure that the support experience delivered by your brand leaves end-users delighted and coming back.

If you are considering launching a technical support program for small business or consumers contact us at AppHelp