The EVO Group on Personalizing Customer Support

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Customer support is one of the most important aspects of any successful business. It can really make or break your company. Bad customer support means a bad reputation, and in an age when competition is high in business, you really can’t afford that. So what makes good customer support? Here at The EVO Group we believe good customer support is personal. In this post we share some tips on how to make your customers feel valued and listened to.

Respond Quickly and Honestly

How many times have you emailed a customer service department, only to receive an automated response and a pledge to get back to you in x days? The Evo Group has seen plenty of research that shows that these automated responses rarely solve the problem, and cause lower satisfaction. Even if you don’t have a solution, respond as soon as you can, and be honest. It’s okay to say, “We’re not sure how to deal with this problem yet, but we are working on it, and we’ll keep you updated”.

Scrap the Copy and Paste

You may think you’re saving time by copying stock responses into your support emails. Perhaps you are, but no-one feels valued by receiving a stock reply, and people know when they are reading one. Take the time to reply personally and write something that applies to the situation. At The EVO Group we believe that every interaction should be between a person and a person.

The Customer is Never at Fault

If a customer makes a mistake when using your service, and complains about it, you have two options. The first is to tell them they ‘made a mistake’, and they’re not using the service correctly. The second is to recognize that if they are able to make that mistake, then there is a flaw with the service. That customer has actually helped you, by identifying areas where you can improve.