First off, allow me to introduce myself – my name is Mark Swiggum (call me Swiggs if you’d like) and I’m the gorilla glue here at Team Stack. I’m engulfed in the life of a fun and exciting startup – wearing tons of hats and drinking obscene amounts of redbull; it’s my second startup experience and I’m loving every second of it.
In the e-commerce game it’s easy for support to get lost in the hustle and bustle of startup life, but here at StackSocial we make it a TOP priority to deliver the best support we possibly can because we know that without our customers, we wouldn’t have anything! At the end of the day, even if you have a great product, if you’re not putting your customers first, you’re not doing it right.
FIVE tips I’ve come up with based on my experiences here at StackSocial:
1. Care. I know what you’re thinking – well, isn’t that a given? The answer to that is – it should be, but that’s not always the case. Some people think it’s okay to put off responses when it comes to support over the web, but it’s exactly the OPPOSITE. It means that much more because you only have so many chances to win over your customers. Treat them with the SAME love and respect that you’d treat your best friends with and win them over the FIRST time. If you really CARE about CARING for your customer it will show – and they’ll see it.
2. Be authentic. Don’t be afraid to show some personality. Add your unique personality into the mix as much as you can because the faster a customer gets to know you as an individual, the better off your company will be. We’re tech nerds and we’re going to let you know it!
3. FAST and FRIENDLY wins the race. Be Responsive. With the e-world it’s easy for customers to feel distant to the cool brands they surf on a given day – but try not to let that happen. Technology has given you the ability to let customers know that you are there to answer their questions at any time of day—take advantage of that! It’s one more way to make your brand stand out.
4. Never assume things – Know things. Plain and simple – if you’re not 100% sure about something don’t press that send key. It’s easy to make assumptions to get those emails out of your inbox, but don’t. Go that extra mile and solve the customer’s issue to the best of your ability, and if you don’t have the answer – simply find it (that little thing called Google). Being wrong can make you sound illegitimate and could possibly send a message to your customers that you’re not on your A game.
5. The POWER of Positivity. This can be your SECRET WEAPON and gives an awesome platform to let your brand’s personality shine! Bumps in the road are bound to happen so you might as well make the most out of them; this is your best shot to not only solve the problem at hand, but also more importantly make a lasting impression on your customer (surprises are good). Do everything in your power to put a smile on their face cause if you can do that via the web, your customers will know you’re the real deal. Get them smiling and they’ll want to come back.
Now what do all these points have in common? It’s simple – they all help build TRUST amongst your customers and once your customers start to trust you, you’ll know you’re on the right path.
Here at StackSocial, our TEAM holds customer support to an astronomical standard because we know how important it is.
Thanks so much for reading and please don’t ever hesitate to contact me at any time – even if it’s at 4 in the morning – my email is email@example.com.
With much love from Team Stack!