Have you ever thought that customer support might damage your business’ growth? It might sound like a paradox, but customer support has certain drawbacks that can hold back your business from growing.
Customer support offers you the chance to help your customers quickly and learn about their experience with your product. However, when you are the one that reads and responds to the questions, you face certain difficulties from the business point of view. As a small software development business, it might stand in the way of your growth and success.
You want your customers to have a great experience with you and your product. Thus, you understand that every person is important for your business and is entitled to a response. Answering to each individual is time-consuming and not productive for your business. You are so caught in responding that you might neglect your daily tasks. Furthermore, it might affect your perspective regarding the future of your company, as you risk to remain at the same level.
When you receive customer support questions, the time that you take to respond is crucial for your company’s image. Taking too much time might not satisfy your customers. Therefore, although you have 100 messages, you need to treat each with maximum priority and respond as soon as possible.
In the case of large numbers of requests, one person might not be able to answer to all the questions. Thus, another member of the team needs to take on extra duties.
How can you work more on your business and less on customer support? There are two aspects on which you need to work in order to help customers with their questions and still focus on growing your business.
Although you may have dealt with this aspect before you released your product, you may want to look over it. Improve your documentation especially if you get questions about information that is written in there. For instance, you receive several complaints about missing critical features because clients do not know how to find them in your product. Make the section that explains how to solve this more visible. In this way, they will find the answers easily and you will improve your customer support service.
The questions need to be your customers’ most helpful tool. If you receive the same question from various customers, make sure you include in your list. Also, their position in the list is very important. The more frequently asked ones should go in the top positions of your FAQ list.
A tool that you might find useful is the customer support service platform. It offers your customers the possibility to contact you through different means such email or telephone. Some of the features of such a platform are:
Another benefit of using customer support platforms is that you have statistics. They can help you understand why you are receiving so many requests at a certain moment. For example, you can compare how many requests you have received after you released the newest version of your software with the number of questions received three months ago, when you launched the first version. Usually, customer support platforms require a paid subscription.
Customer support is important for your business, but it also can make it stagnate. Remember to choose the methods of helping your customers that are appropriate for your business growth.