In-App chatter proving to be the most successful channel in driving customer support experience
Enhanced Customer Experience is possible through In-App Support? Yes, it is achievable if we know how to exploit a feature to its fullest. To learn about In-App Support and how it is connected to customer support and experience, click here.
Coming to the topic, Providing just a Customer Support channel is not enough nowadays. But how well you provide support through them is the question.
People expect “Standard” from the Business People and we can’t deny how much it is important. Moreover, they don’t want it to be formal, repetitive and boring. And no more waiting for response and consuming their time. So App developers need to up the ante and put themselves in their users’ shoes to deliver the best support.
So let’s discuss in brief on why it is important to provide an unconvincing Customer Support?
Customer Support is all about the efforts you take to fulfill and deliver your promises through a communication channel. As a result, you can establish a strong relationship with your users and proving yourself worthy of their money and time. And that will definitely distinguish yourself from your rivals.
HOW IN-APP SUPPORT ENHANCES CUSTOMER EXPERIENCE?
App developers have an Onus to make their users feel good and at ease when they make use of their Apps. Therefore it is important to stick to some principles to maintain your Standard. When Customers hold our Success keys, we need to DELIVER. So how can we use this communication channel accordingly?
1. ACCESSIBLE
Always design your In-App Support in the way, that it is easier for them to use and communicate. Designing a feature with very less or insufficient content will readily displease anyone which may cause them to be passive, in asking for help.
2. FLEXIBLE
Give them multiple options to communicate with you. Let your feature be flexible enough for them to report their queries in various forms. For example, allowing them to send screenshots, emojis, a camera icon for an instant picture, etc as in chat applications.
3. UNIQUE
Make your In-App support as unique as possible to reflect your Style and Class.
HOW TO HANDLE YOUR USERS?
The above first three points were about, how your In-App support should be. The following points are about how you need to handle your users.
1. DIGNITY MATTERS
No one wants a second class treatment. You treat them right, they treat you right. A simple gesture of apologising and empathising with them, speaks louder about your ethics.
2. HONESTY IS OKAY
Speaking the truth sometime saves us. After all no one can be a perfectionist, but we can try to be one. And so mention them the exact period needed to fix the issue and more importantly fix the issue on time otherwise they grow more discontent. Thus it is necessary to maintain your Standard and Uniqueness in delivering.
3. DELIVER THE PROMISE
When customers are ready to pay for a Seamless experience, your promises will be measured accordingly. They just don’t need answers but the delivery of your words. A customer doesn’t like to come back again and again for the same problem rather he wants his problems to be fixed once for all with an unconvincing quality.
4. SATISFY THEM
When a customer feels he is considered, respected, his requirements are addressed and given a solution, he always values your product and he will stick with you for the long coming terms. And this all proves a customer is given utmost importance and he has a good customer support behind his back. Thus it is necessary to use the In-App Support effectively and drive toward customer friendly.
FINAL THOUGHTS
Keep improvising your feature and service. When you confidently know how a feature supports your service, it will be easy for you to mould your work. Therefore, without a doubt, we can say In-App Support helps you to Enhance the Customer Experience through your customer complaints/requirements.