The Tool You Need To Reduce Customer Support Calls
by Eli Merrell | Last Updated: Sep 14, 2022
For companies that sell physical products, the customer journey does not end at the point of the product purchase. Now that the customer has purchased your product, the actual leg work begins – supporting the product and building loyalty with that customer for future purchases. According to Zendesk nearly three out of five customers report that good customer service is vital to feeling loyalty toward a brand. Building strong loyalty begins with good customer service right when the product is taken out of the package and installed. This is often the minimum expectation of the product company, especially in such a competitive product landscape. What’s changing is that companies are moving toward delivering better customer experiences over delivering better customer service. This is especially true in the middle of current customer service staffing shortages brought on by the implications of the pandemic. Now, companies need to evaluate how it connects and keeps the customer engaged for the long game and create a repeatable and scalable experience with product communications. The solution is to give customers the ability to search out the answers on their own through an intuitive digital experience with Lumavate’s Product Information Template.
Access to Relevant Tools⚒️
Give customers the tools to be successful on their own with the Product Information Template. This template can be customized to answer all of the frequently asked questions that fill your support line. Your customers will have the power to troubleshoot product issues on their own with videos, product manuals, and other content that helps rectify the issues without needing to reach out to Support. This helps ensure the call center customer service team is focused on critical customer and product support issues.
Provide a Preventative Maintenance Plan ✅
Show your customers you care as much about their investment as they do. With an interactive maintenance checklist to provide customers the resources they need to keep their products working properly. You can also include links to where customers can purchase accessories and part replacements. Make it easy for customers to find what they need and become life-long repeat buyers.
Remove the Guesswork 🔎
When customers have an issue with their product, the last thing they want to do is spend hours finding a repair technician. Surprise and delight your customers by curating a list of trusted service providers that will provide exceptional service. Taking the hassle of finding a good service will build strong trust and loyalty with your customers. They want to get back to their lives and you are helping them do just that. Give your customers the tools to be successful on their own while building brand loyalty with the Product Information Template. Videos, product information, and more will help reduce your Support tickets while giving your customers the confidence to solve product issues for themselves.To view or activate the Product Information Template, text PRODUCTINFO to 586828* or scan the QR code on your smartphone.*Msg & data rates may apply. May receive up to 2 msgs. Reply HELP to 586828 for help. Text STOP to 586828 to cancel. For terms and privacy, click here to learn more.