In the rapidly growing and competitive fleet management/telematics industry, having a quality product is essential, but so is having an excellent customer support system. Your ability to provide support as a service to customers is crucial. You must strive to consistently support your:
- Current Customer Base: Keep your existing customers happy, and continuously build and enhance brand loyalty.
- Returning Customer Base: The next time the customer needs a new solution or product, your brand should be the first to come to their mind.
- New Customer Base: Superior customer service means having a great reputation. Combining this will a strong product will create new business.
Here are a few tips for becoming a customer support star:
- Know the Product It is very difficult to sell something you aren’t familiar with. Learn everything you can about the product, use the product, train other employees about the product. A deep understanding of what you sell will definitely help you support it.
- Establish Effective Communication Lines Outstanding communication is key when it comes to support. Set up an easy-to-use support system for your customers, such as a phone or email system. The easier it is for customers to reach the business, the easier it is for you to provide support for your customers.
- Go Above & Beyond Follow up with your customers and be proactive. Check in every now and then even if they do not contact you. Even if everything seems to be going well, this type of extra effort will be greatly appreciated.
- Use Your Resources Many businesses provide higher-level support as well as a plethora of information, such as documents, videos, web links, blogs and other media. Use these tools to support your existing customers and stay on top of what’s new and happening within the industry. This allows you to stay one step ahead and always keep your customers informed.
The tips listed above, if implemented, will help your business to grow not only by keeping your existing customers happy but also provide an outlet for attracting new customers.