It can be difficult to pick the right customer support solution for your business; many companies misidentify the right customer support for their unique needs and requirements. Often, this means going with a product based on what people assume they need, or what the tool promises to accomplish, rather than taking the time to find something based on the specific needs of their clientele.
“Lots of small businesses with an online presence assume that they can’t afford an online customer support solution, and they miss out on additional sales and profits by opting out,” says Ivana Taylor, a DIY marketing expert and publisher of DIYMarketers.com. “There are support tools at every budget level, from basic online chat support tools like Olark to more sophisticated ones like Zendesk -- and why not even consider a Wiki knowledge-based solution, like Bloomfire? The possibilities are endless.”
So what exactly should a small business look for in a customer support service that will not only help increase productivity, but also provide customers with the reliable support they need and deserve? A few things to look for in a good option include:
- Knowledgeable base capabilities
- Live chat and social opportunities to help online customers
- Community help opportunities
Especially for small businesses, word of mouth is so important for growth. But as your business grows, it can become increasingly difficult to keep up with the demands of customer service. The right customer support option for your small business will balance price with outcome.
Every smart business owner needs a system in place to manage any customer needs, questions or requests, as well as to deal with technical difficulties. One ignored question can mean a decrease in sales -- or even worse -- someone bad mouthing you to the entire internet, which can really hurt the bottom line for a small business. But with a little planning, every business can find a customer support option that works for them.