Written by Reginald Chan on September 22, 2021

Top Must-have Features To Have In Your Customer Support System

The customer support system is one of the most crucial aspects of any business. It is vital to provide the best possible customer service, and to do this you need a thorough system in place that can handle all incoming queries. Sometimes, it's just not enough for your employees to have good intentions when dealing with customers - they need an actual process that will allow them to be efficient and effective in providing support. Here are some must-have features for your customer support system that will make it easier for both customers and employees alike!

1. What is customer support

Customer support is a set of services provided by a business to help customers make the most of their products and services. It encompasses assistance with installation, maintenance, and troubleshooting. This type of support is usually given over the phone or online through chat sessions or FAQs. In order for your customer service team to provide effective assistance, they have to be able to see what's going on from the customer's point of view. When a customer asks for help, find out as much as you can about what they're currently experiencing so that you can give them advice tailored specifically to them and their situation.

2. How it helps your business

It may feel like you're giving away information to your competitors when you share your customer's requests, but it will help you improve your product or service so that you can offer what customers want. Asking for context - what the customer is trying to do, which device they're using, etc - helps to guide your response and save time. 

You'll gain a competitive edge by being able to give proactive assistance instead of just reacting to complaints. Plus, addressing issues quickly can help prevent them from escalating into major problems. Since not every customer is going to have a pleasant experience with your customer service system, you should plan for this eventuality. 

Being prepared to deal with instances where customers are unsatisfied with the service they've received is just as important as dealing with customers who are satisfied. If a customer is unhappy or has a concern, address it and try to resolve the problem right away. If they're not happy with your response, consider giving them an incentive such as a refund so that you can maintain their satisfaction and earn their trust.

3. What are the top must-have features any good customer support system needs

  • Automatic payment - Nearly 95% of customers prefer automatic payments because it takes away the burden of remembering to pay monthly dues, which is great if you're struggling with memory issues due to age or disability. Out of all other features, automatic payments systems are maybe the most popular among Millennials, since many of them are living paycheck-to-paycheck and can't afford any unforeseen expenses that come up without funds at hand. The company benefits by saving time on making phone calls and sending emails, which frees up staff for other tasks.
  • Automated responses - This allows employees more time on their hands in order to focus on complex queries or lengthy conversations without having too many other tasks assigned at the same time. It also gives customers a quick response and improves their satisfaction with your company as they can now move through the customer support process more quickly.
  • Knowledge base - A knowledge base is a great way to provide information before even having to answer a customer's question. It has all of the information they need to be saved and ready for them, so if an inquiry comes in that is already covered in the knowledge base, then they can start solving their problem from step one with no need to contact a customer support agent.
  • FAQs - This is also known as 'frequently asked questions'. Customers often have many of these, and some of them may be variations on what another customer has already asked. Having separate FAQ pages for this allows employees to easily navigate their way through these questions, and customers can get their answers more quickly than by contacting the customer support team. 
  • Search functionality - This is one of the best ways to track down issues that customers may be having so that they can be resolved with minimal effort on your part. It helps you to find out if they are having similar problems without you asking, and helps employees to figure out what the problem is in order to solve it with the customer.
  • Reports - A great way to know how your support system is doing is by seeing statistics of how many customers have been helped in which time-frames. This tells you when inefficiencies are occurring within your support system, and allows you to pinpoint the problem areas that need fixing.
  • Multiple support channels - Customers can contact you through email, phone, or live chat, so it's important for them to know which channel is the best way to get in touch with your company. Having multiple options on how they can reach someone will improve satisfaction levels, and will get them the help they are looking for.
  • Time zones - Another important feature to have is one that allows employees in different time zones to be able to do their work easily and without needing someone on-call around the clock. This improvement helps you provide support when your customers need it most and can be a key factor in how customers decide which companies they buy from.
  • Self-service options - This feature enables your customers to resolve their own issues without having to wait for an answer by contacting support. These can be found in the form of FAQs, knowledge bases, and search functionality.
  • Security - It's important that any system you have keeps your customers' information secure. Having a system where credentials are required for new employees will ensure that valuable data is safe from those who might use it maliciously.
  • Language translation - This feature allows you to provide support in multiple languages, thus allowing you to increase the number of potential clients that your business can help out. This can be particularly helpful for foreign companies that want to expand overseas.

Customer support is one of the most crucial aspects of any business, and providing great customer service can make or break your company. The above features are just some of the must-have options available to you when setting up for this purpose.

Article written by Reginald Chan
A meticulous entrepreneur by nature and a serial entrepreneur. Founded a few awesome startups including Marketing Lancers, WP Maven and TheMarketingHuddle.com. Reginald is a sought-after success coach, digital marketing consultant and TEDx speaker from Asia. Currently, he teaches others how to make money online for free.

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