One Simple Way to Improve Customer Support in Nigeria
How can customer service be improved example?
Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
How to Improve Customer Service ?
- Understand customer needs
- Seek and promote customer feedback
- Set and communicate clear service standards
- Delight your customers by exceeding their expectations
- Capture and share examples of great service
- Create easy and effortless customer service
- Personalise your customer service
Snapping a screenshot isn’t rocket science. Unsurprisingly, it has become an intrinsic part of our daily interactions, and we take for granted this means of communication.
However, the question of whether you should use a screen capture when communicating with your customer is anything but trivial. Neither is depicting a problem visually simply a matter of convenience.
There’s a very good reason, in the end, why designers planning processes aiming to solve problems, draw instead of write, or why some analysts, extrapolate meaning from data by visualizing it first.
It’s life-saving for our users, as we’re able to solve their problems clearly and promptly. We can testify – nothing works better than actually showing the solution to the problem. And nothing will better improve customer support communication.
And it’s no wonder the human brain fully loves visualizing. Words are abstract and need to be associated with meaning in our brains. In fact, our brain processes images 60,000 times faster than a text. This is the very reason why road signs are images rather than text, obviously. And, this explains why visual communication is taking off in our busy world.
Show me rather than tell. I’m on the run!
You may disagree and think we’re advocating a regression to the time of cave paintings. We see your point and we do agree the words you choose matter. They make your company culture. And, this is why I’m writing to you, hoping you’ve reached this point.
Take note, however, that we’re inundated with information. According to a study conducted at the University of California, San Diego, in 2008 Americans consumed 1,080 trillion words outside work only, 100,500 words per person.
We couldn’t get hold of more contemporary data, but given the evolution of digital marketing and media ever since, we can only imagine what the number is now. We’re being bombarded with information nonstop, which makes it even more strenuous for our brain to distill the relevant messages from the irrelevant ones.
Educate customers effectively
Providing customer support entails solving problems but also teaching them how your product or service works. Be a good teacher, then, and know that not only do we infer the meaning from images faster, but also it sticks with us longer. 65% of the population is visual and will have difficulty grasping verbal explanation! That’s a statistic worthy of your attention!
How to act like a good teacher when educating your customers to improve customer support? As we’ve already mentioned. Here, we leverage our tool for customer support purposes, too.
It often happens that after reading a message we’re unable to tell what the problem is. We serve users worldwide, which entails having to deal with linguistic barriers at times. Or, the users type in the messages in a hurry and with emotions.
Examples of Using Screenshots for Customer Service
To make sure we’re on the same page, we usually ask customers to send us a screenshot of the problem or to film it and send us the screencast. You might say it’s cheeky of us as we ask them to invest even more time in the interaction with us. But, in fact, it shortens the whole problem-solving process and allows us to continue to improve customer support on our end.
When the users reach out for an explanation, we use the same weaponry. Usually, a screenshot, annotated if it’s necessary, is enough.
Sometimes, if it’s a path that needs to be explained, we’d create a screencast of us showing them how to achieve their aim.
For example, if a user asked us how to create and share a board. We’d say it’s not a mission impossible and we’d simply send them such a screencast:
As Brian Donohue, Product Manager at Intercom says, “The value of images and screencasts for sales and support teams is a no-brainer.
It’s a core part of their workflow when fully chatting to customers. The key is making the workflow to capture and share those images feel fast and effortless. So much so that you can do it without slowing down a real-time chat.
Don’t forget about the smile
Speaking of emojis… Yes. You’ve heard us right. If you’re frowning right now, stop. Emojis are more deeply rooted in our culture than you might think. And, in fact, it’s always been in some way or another part of our communication.
As Catherine A. Moore – an illustrator and a professor of art – points out, these tiny icons invented by a Japanese programmer, Shigetaka Kurita have a lot in common with the whole pictographic symbols used 300 BC!
On a practical note, according to Moore, emojis are used by 92% of online population and 60 Million Emojis Are Used on Facebook; 5 Billion on Messenger. Their undeniable popularity is worth a deeper thought when you are considering how to improve customer support at your organization.
They have the power to express what words fail to convey. As a matter of fact, emojis help us express emotions our faces would normally express. If you take into account the fact that over facial expressions make 60% of our face-to-face communication, these tiny icons become indispensable if you want to engage with your customers truly.
Surely, they add the personal touch you strive for! In fact, Intercom recently took a look at emoji use and analyzed emoji trends abstracted from more than two million anonymized full conversations.
The findings proved the power of emojis. Now According to Intercom, messages started by a business that contained an emoji were 4 times more likely to elicit a response from a consumer than those that didn’t!
The report also found consumers used 30% more face emojis in their messages compared to other businesses. 83% of consumers emojis were face emojis vs 51% of businesses. Moreover, the report found that emoji use in business messaging quadrupled in 2016.
Emojis allow businesses to translate the nonverbal communication we see in face-to-face interaction to the digital world and create personal connections with its customers.
What are the 5 Steps to Success for good customer service?
5 Steps to Customer Service Glory
- Be Genuine: Personalize the Conversation
- Be Accountable: Don’t Pass the Buck
- Be Empathetic: Listen, Acknowledge, Validate & Apologize
- Be Innovative: Provide Solutions
- Be Trustworthy: Never Make Impossible Promises
How can you improve customers in Nigeria ?
Ways to Get New Customers
- Ask for referrals
- Offer discounts and incentives for new customers only
- Re-contact old customers
- Improve your website
- Partner with complementary businesses
- Promote your expertise
- Use online reviews to your advantage.
How do you improve customer focus?
Tips for Increasing Your Company’s Customer Focus
- Solve customer issues proactively
- Value clarity
- Make your support team accessible
- Use the customer journey to identify gaps
- Integrate customer data
- Make customers feel heard
- Outline your customer experience strategy
- Start being more customer-centric.