Customer support is one of the most important part of virtually any business. Whether you focus is business to consumer (B2C) or business to business (B2B), your survival depends on satisfying the needs of the people who pay you.
Offering customer support is traditionally considered a cost of doing business, with positions are created as an after-thought. Isn’t it much better to design a full customer experience directly into your business plan?
A real customer experience comes from adopting a marketing mindset to your customer support strategies. Innovative people in business have often used a customer-first ethic as a foundation for content marketing plans.
These days, it’s possible for a small team of experts to support products used by millions of people around the world using social media and online communities. Taking a one-to-many approach in support interactions allows you to support your customers efficiently at scale on a budget.
Customer-focused content may be the most important part of your content marketing plan that you probably aren’t doing right. If you’re content isn’t creating real, emotional connections with your customers, then you know you aren’t doing it right.
Now, that isn’t to say your content is not good. It may be pretty helpful, too. But producing blog posts that don’t sound like they were written by a computer that contain basically correct information isn’t exactly a high bar to set for your content strategy.
If you’re responsible for customer service or tech support for a business that provides software, you’re probably already familiar with the term community management. It’s the way you get to expand the reach of your customer support without expanding your budget, right?
Because of the dynamics of using community management for your customer service and tech support operations, software businesses with a large numbers of users that run lean can find an effective way to hunt bugs and improve the customer experience by offering an online community.
Offering customer service over social media is often a great way to support your customers. However, you should make sure to take the time to do it right – otherwise it can do more damage than having no support at all.
Your customer service productivity will increase as you reach more customers at once on social media for common problems, so make sure to put more care into the customers you do respond to. Even if that means spending more time on them.