Customer Support @ DeskAway How to have happy customers!
Think of how you feel when you call your cell phone company and you don't get good help!
Why is good Support important... <ul><li>One of the few ways we can talk to customers </li></ul><ul><li>Get people to like...
4-Step Process to follow... <ul><li>Understand  - think about what is he really asking. </li></ul><ul><li>  </li></ul><ul>...
Do not... <ul><li>Use short forms - v for very or & for and. These are only good in Archie comics or SMS's. </li></ul><ul>...
To start with you can use... <ul><li>Hello $name, </li></ul><ul><li>Thank you for getting in touch :-) </li></ul><ul><li>H...
To end you can use... <ul><li>Feel free to reply to this email if you have any follow up questions.  </li></ul><ul><li>Hop...
Ways to improve... <ul><li>Read more English! </li></ul><ul><li>Go to other support/ forum sites and see how they write. S...
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Customer Support Strategy

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Customer support strategy @ DeskAway

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Customer Support Strategy

  1. 1. Customer Support @ DeskAway How to have happy customers!
  2. 2. Think of how you feel when you call your cell phone company and you don't get good help!
  3. 3. Why is good Support important... <ul><li>One of the few ways we can talk to customers </li></ul><ul><li>Get people to like our service </li></ul><ul><li>Help people use our service </li></ul><ul><li>They become loyal customers </li></ul><ul><li>Our business does well </li></ul>
  4. 4. 4-Step Process to follow... <ul><li>Understand - think about what is he really asking. </li></ul><ul><li>  </li></ul><ul><li>Search - are there other queries like this one? </li></ul><ul><li>  </li></ul><ul><li>Compose - clear, to the point, no generic/template ans.  </li></ul><ul><li>Being informal is ok. </li></ul><ul><li>  </li></ul><ul><li>Supporting Links/ Videos/ Screen shots </li></ul><ul><li>Convert to FAQ </li></ul><ul><li>Ask - Are you going to have a happy user? </li></ul>
  5. 5. Do not... <ul><li>Use short forms - v for very or & for and. These are only good in Archie comics or SMS's. </li></ul><ul><li>Make spelling errors! </li></ul><ul><li>Grammatical errors. Read your answer aloud to everyone if there is a doubt. </li></ul><ul><li>Never ever confuse the user. </li></ul>
  6. 6. To start with you can use... <ul><li>Hello $name, </li></ul><ul><li>Thank you for getting in touch :-) </li></ul><ul><li>Hello $name, </li></ul><ul><li>Thanks for contacting us. </li></ul><ul><li>  </li></ul><ul><li>Hello $name, </li></ul><ul><li>Thank you for contacting DeskAway Support. </li></ul><ul><li>  </li></ul>
  7. 7. To end you can use... <ul><li>Feel free to reply to this email if you have any follow up questions. </li></ul><ul><li>Hope this helps! </li></ul><ul><li>  </li></ul><ul><li>If you have any more questions, please don't hesitate to contact us. </li></ul><ul><li>Thanks for the suggestion! </li></ul><ul><li>Thanks for bringing this to our attention </li></ul><ul><li>Looking forward to your reply so we can investigate this issue further. </li></ul>
  8. 8. Ways to improve... <ul><li>Read more English! </li></ul><ul><li>Go to other support/ forum sites and see how they write. Some good ones are FreshBooks, GetSatisfaction, Zendesk. </li></ul><ul><li>Read aloud your answer and ask someone to help </li></ul>

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