Our Common customer/member/guest support responsibilities
a. Onboarding assistance
Onboarding refers to the entire process of helping new members/guest/customer understand how to use our products and services. Members onboarding is crucial because it sets the foundation for their long-term association with our brand.
Customer support agents can offer onboarding assistance in the form of welcome emails, video tutorials, sign-up process/first login, data import, etc.
b. Troubleshooting
When a member or guest or customer reports a technical issue, the customer support team has a two-fold responsibility. Firstly, they must effectively communicate with the customer and note all the essential details pertaining to the problem. Secondly, they must be able to help them fix the issue in the most seamless and timely manner.
Troubleshooting is a multidimensional skill that requires a combination of confidence, analytical reasoning, and experience.
c. Maintenance and upgrading
Another crucial aspect of customer./member/guest support includes helping customers with timely maintenance and upgradation of systems. Doing this keeps customers up-to-date with the latest versions of the company’s services and ensures high performance and security levels.
d. Sharing customer/member/guest feedback with other departments.
After every customer/member/guest interaction, support agents must ask for feedback and share it with the relevant department. Customer/member/guest feedback, whether positive or negative, helps brands grow at various levels. It fosters product innovation and development, improves marketing performance, and enhances the overall customer/member/guest experience.
Some standard feedback collection outlets include surveys, emails, social media, and the brand’s official website.