A customer support process is a range of customer services that are required in order to assist the customers in make a correct use and also a cost-effective use of any particular product. This customer support service includes installation, planning, troubleshooting, training, upgrading, and disposal of a product as well. This is considered the main data channel for the fulfillment of customer satisfaction and it thus helps a lot in retaining a customer for a very long period of time.
There are various channels of communication that are used by the companies in order to render customer support services.
First is Phone support. The customers can speak directly to the representatives of customer support over the phone. For the inbound calls, an integrated voice response is programmed in order to route the captured calls in various ways. This phone support channel is mostly used for taking the pre-sales queries, order taking, cross-selling and also upselling. There are also outbound calls that are done from the call center to the employees.
Live chat support. In this channel, the website visitor can seek assistance through a text-based chat session. He or she can interact easily with a customer support representative, understand the requirements of the customer and give him a suitable advice. There might be language barriers in this channel in case both the parties are not able to write in the same language.
Email support. Email can be described as a primary means that can be used to offer a web-based service for the customers. This is useful when the customer does not require any immediate reply or assistance. It is also a low-cost channel and can be accessed anytime and anywhere.
Remote support. Remote support is a method in which the problems of a computer in a particular location are solved by a computer that is located in another place. The companies can benefit as they can be able to save a significant amount of time and money and there will not be any logistics involved.
On-site support. On-site support can easily be described as the opposite of a remote support. Here the service provider will take the product or the gadget to the warehouse for repair.
Social media. Customer support can also be rendered to the customers by way of the social media. Almost all the customers use the social networking websites, so there is no problem in searching for the customers on social media.