Apr 11, 2022
In Wild Game Recipes
Customers contact you when they encounter an obstacle in using your product and performing their job. It is therefore essential that you can provide them with the right answer, quickly. But when it comes to customer support, all of your excellent product knowledge and technical skills will go to Latest Mailing Database waste if you answer the wrong question. At Intercom, our customer support team deals with a wide variety of issues, and we should be comfortable putting on different hats and answering questions related to all areas of our products. Sometimes the biggest challenge comes from the fact that the client's initial question isn't always clear and we often don't have the full picture right away. Here's how to put on your detective Sherlock Holmes hat and ask the right questions, get to the bottom of their issues, and provide better support via email or live chat. Find the root cause of their query If a customer has made the effort to contact your customer support team, that's already a sign that they need your help. It can be tempting to Latest Mailing Database want to answer a question right away, but if it's the wrong answer, it can annoy the customer, waste their time, and set a negative tone for the rest of the conversation. Of course, that's not what you or your client want. A much better option is to make a real effort to understand your customers' intentions up front, before making any assumptions. First, ask a few follow-up questions, trying to rephrase their initial message. I like to include a suggestion of what they might refer to. This way you can quickly get more context and clear up any initial confusion. Even if your customer support team is very familiar with your product and the ways to describe it, your customers don't (and often won't) use the same product-specific vocabulary and may describe things in a whole different way. Rephrasing their original question allows you to gain insight into how customers might describe your product's features, while avoiding making assumptions that could lead you to Latest Mailing Database launch with an incorrect answer.2. Understand the larger context With Conversation Topics, you can now get a visual representation of exactly what your customers are talking about at a glance. Maybe it's a new feature that users are having a hard time getting to grips with, or maybe there's a broken URL that somehow slipped through the cracks that's wreaking havoc in places. unexpected; with Conversation Topics, you can instantly spot patterns you might have otherwise missed, see key metrics associated with each topic , and gain deeper insight into the context of the conversations surrounding them through powerful machine learning analysis.