Your work is incredibly personal to you. Taking on the task of being your own boss doesn’t come without a personal, emotional, and absolute commitment to the work that you do.

You enjoy the challenge of taking things head-on. You and your employees have found ways to conjure up solutions where others have remained stuck in neutral. You take pride not just in the hard work you’ve done, but the “smart work,” too. 

When it comes to software—and technology in general—every business owner has a differing level of expertise. Some have been at the forefront of integration, others have stuck with older, seemingly tried-and-true methods. No matter where you land on that spectrum, two things are true:

• The need for total technological immersion of your business grows larger every day. 
• The software—and the software support specialists—helping to run your business need to work for you.

Not every step this process will be pain-free. There will be plenty of hiccups, blips, and glitches. But hey, that’s nothing new for someone who started their business from the ground up. Just as you’re there for your employees and their needs, you need a software support team that will be there for you and your business every step of the way.

Your Business Is Unique

At the root of high quality customer service is one basic principle: understanding. The support specialists you turn to need to have an intimate understanding of how your business runs. Remember, they are there to serve your needs.

Take this as an example of good customer service: the company you hire delivers a software package as promised. It seems to be functioning as expected. There’s instruction manuals, FAQs, and a 1-800 number to call in case—or, more likely, when—things go haywire. As you’re getting acclimated to the interface, you experience some minor difficulties with a specific functionality.

When you call the support hotline, you’re placed in a queue. When your turn arrives, you don’t speak to anyone you’ve been in contact with before. This person doesn’t necessarily seem like a software support specialist. You’re left with being told that your issue is being processed and that it will be resolved in a “timely manner.”

A couple of days go by, and you get a call from someone doing their best to help. You explain the issue yet again, and they were able to direct you to a solution that left you thinking “Well, that issue wasn’t too hard to fix. It would have done my business a lot of good to have that handled a few days ago. If someone showed me how, I probably could’ve done that myself.”

At the end of the day, you received good service. The issue was fixed, and life goes on. But is good service the standard you’re setting for your business? What happens when the issue is especially time sensitive, or if the issue is severe enough to result in lost revenue? Or both? Businesses like yours are facing more turbulent times than ever before. To navigate through the sea of uncertainty in 2020 and beyond, your business needs great service from top software support teams that you can rely on day in and day out. 

The Hallmarks of Great Customer Service

Software Supports Teams Catering To You

Now more than ever, a personal touch in the business world goes a long way. With so many businesses and families reeling in the wake of this period of economic turmoil, people are turning their attention—and wallets—towards companies that “get them.” In fact, 56% of customers stay loyal to brands that “get them.” 

What does it mean when a business “gets” you? Though the criteria is different for each business and each customer, personalized service is the key.

Smart businesses understand that each customer is unique in their demands and expectations, and will go above and beyond to ensure that each customer is satisfied in their own way. Your product functioning as promised is just the bare minimum, and only the beginning of the relationship. Brands that truly want to retain their customers will do their best to meet their human needs.

Personal Connection

In a study conducted by Forbes, 86% of customers say an emotional connection with a customer service agent would make them continue to do business with the company. This level of loyalty without mention of the product or service offered should underscore the value of quality customer service. For small business tech support services, this level of intimacy is vital.

One way to establish this connection is to be proactive in troubleshooting. Conventional wisdom might tell us that it wouldn’t be wise to alert the customer to a problem or flaw that they may not have known existed. But at the end of the day, transparency, compassion, and genuine commitment to delivering the best product and service reigns supreme. Having a live chat support software will enable real time communication and problem solving.

A Symbiotic Relationship

If you’re a hardened skeptic that believes benevolence doesn’t come without dollar signs attached, you wouldn’t be entirely wrong. It is without a doubt in a businesses best interest—especially in the CRM software support industry—to retain your business. Acquiring a new customer is five to 25 times more expensive than retaining an existing one. This is what we like to call a “win-win.” Your business not only receives a good product, but an empathetic and helping hand every step of the way. 

Invest In People

Just as you place a premium on the value of teamwork and collaboration within your business, the organization behind the software you deploy should share the same ethos in its practices. 

The best thing that you can do for your business is to enlist the help of people who will make your business better—simple as that. Do your research into the people behind the software you’re purchasing. If you invest in the best remote tech support software backed by a team of dedicated, empathetic, and talented people that will unconditionally support you and your staff, your business will be prepared for anything.