Innovation is the key word of the starter culture today. New businesses popping up every day, each providing solutions to make life easier for customers.
Even existing companies see the value in these start-up and work with them to address specific issues.
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The helpdesk is changing as rapidly as the business environment, and startups need a firm grasp on the new customer behavior to provide the best possible support.
One of the most important changes in the business environment as a whole - and why startups need to pay attention to it -. Is the rise of culture "Google It"
What is the culture "Google It?
the Internet provides information for almost everything - from restaurant reviews on Yelp historical articles on Wikipedia Google, however, remains the most powerful medium of. Internet to find answers to a question or problem.
in fact, the company name is almost synonymous with the term "Internet search."
the Culture "Google It refers to the tendency to search online for answers before trying another method, as well as expect immediate results. After all, with increasing Internet speed for smartphones and tablets, Google is available wherever you go with lightning fast response times.
This makes it easier for customers to find answers to a problem that occurred after work hours or while they are out of office.
Here are six ways startups can answer this tendency to self-service and meet "Google It" culture
offer self-service options
This is very expensive for startups - each call on a single subject, spending the money and time that agents could use addressing more complex issues
.Inform the customer self-support options are available means links to online support methods on the company website, in emails, social media, and more.
A FAQ page is a great starting point, standing as an easy collection to access answers to common questions.
Since the company's websites are online 24/7, customers are not limited to certain hours of support to meet the basic issues. A report in 2015 Forrester found that a company has grown to focus on providing self-service options that they have seen a reduction of 30 percent of the amount of time the support staff in the past customers to answer repetitive questions.
Use SEO and content of practices, Google
Google itself provides helpful tips and tricks to increase page rank -. That is, how high a certain page appears in search results related
The company advises startups to create high quality pages with relevant content -. This means answering questions clear and precise self-support
Google also said to use internal links in a natural way, the connection of a Web page to another with information helpful and linked. Startups can also submit their sites to google.com/submityourcontent~~V and submit a sitemap to Google Webmaster Tools.
Keywords used for bread and butter of optimizing search engines, but Google says now alone if necessary to include.
Employing too many is known as keyword stuffing, and questionable websites often used this practice to increase their page rank falsely.
Google has of course improved and now penalize this behavior, as sites stuffed with keywords are generally difficult to read and not even answer questions from users looking for.
Create a well designed support page
- it is easier for Google to explore the site and increase its page rank
- it improves the ability of a customer to quickly find what he or she is looking
a great support page allows your customers to find answers to frequently asked questions, and if done well, should be packed with useful information. Via videos, screenshots, tutorials and step by step, customers can easily find the information they need.
Break content related categories and define the most important information that the highest priority, establishing a hierarchy that helps customers scan the page and quickly find what they need.
Startups can clear hierarchy with visual cues such as colors and font sizes and technical indices such as the header tags and other HTML.
Set up properly, your support page can also be a seamless extension of your brand.
Build a community of support
If so, customers can observe what worked for their peers and try the same methods. Otherwise, they can try different methods to themselves and to share what they have learned.
When customers share answers with each other, the number of support calls is greatly reduced.
When the self-support is not the answer
These puzzles are often based on custom software solutions or updates that are not yet implemented very simply. In these cases, customers are basically perplexed.
The problem persists, their go-to source was not helpful, and they are left with no choice but to contact customer support.
This is why it is crucial for starting to hire a support team to the customer robust, able to solve complex problems and with a collaborative software for customer support.
Service agents effective customer are as important as programmers, entrepreneurs and analysts who help a B2B operation off the ground - they are able to adapt and interpret information, using the tone of a customer of voice and choice of words to understand their frustration.
These are vital clues that, when interpreted correctly, help solve problems and maintain valuable customer relations.
Helping customers in a way they want
Your customers understand the product they use much better through their wide use of online tools. They are not starting from scratch and do not want to be treated as if they are.
A customer support solution that can provide visibility into customer behavior, such as knowledge base articles that they have accessed, or conversations they had on the community forums can quickly improve the customer experience for those users.
Imagine in contact with a support company after exhausting all the self-help options and have the agent said, "I see you looked through our article XYZ and obviously it did not help. Let's try something else. "You'd probably be shocked and more than a little impressed.
Customer satisfaction is mandatory for startups hoping to grow into successful organizations. These new businesses have legacy clients not to rely on, and their public appearance was in its infancy.
Differentiation by exemplary customer experience brings a new enterprise and establishes a positive market position, and the best way to do it is to impress your customers.
customers expect answers quickly, and they are confident in their ability to find results themselves, so startups that provide self-serving ways of managing small problems along a well trained support team backed by the service software for advanced B2B customers will be able to retain more customers and grow faster than their counterparts delay.