They are an essential part of business success – and the data backs up their importance. According to research conducted by Netomi , 77% of consumers believe that service plays a key role in their loyalty, repeat purchases and long-term relationship with companies.
In this article you will discover:
What are traditional and emerging support services?
What are the main mistakes when providing customer support?
how to know which support service is right for your company.
What are the support services?
There are various support services australia email address list that companies offer to their customers. We can divide them into two groups, traditional and emerging :
Traditional support services
1. Telephone assistance
It is a classic support service where customers can get assistance via phone calls.
Even though technology is advancing rapidly, telephone support is still present in consumer behavior.
In fact, 69% of customers say speaking to a live agent over the phone is one of their three preferred methods of communication, according to data published by Business Wire .
It is a form of support that provides a direct and personalized way to resolve problems in a first contact.
You may be interested in: Has telephone support gone out of fashion?
2. Email support
Provides asynchronous assistance for customers to raise more complex questions or issues, which may require detailed responses from the support team.
The main feature is that it allows monitoring and recording the history of communications maintained with the company, which can be useful for future support.
In fact, this is the main reason why customers continue to use this means of communication. According to another study by Netomi , 43% of them want to keep a record of their communications with companies.
3. Live Chat
It is an increasingly popular option because it allows customers to interact with support representatives in real time through conversational resources embedded in the website or mobile applications.
Zendesk mentions in its CX Trends 2023 report that 71% of consumers demand natural conversational experiences in interactions with companies.
Live chat provides convenience and ease of use for users, due to the fluidity with which information is processed and responses are obtained.