The art of communication is a vital skill in all aspects of life, but it is especially important in the field of customer support. In the tech industry, where customers can become frustrated and overwhelmed with technical issues, effective communication can make the difference between a satisfied customer and a dissatisfied one.
Improving customer interaction in tech support requires a combination of technical expertise and soft skills. Technical knowledge is necessary to resolve specific issues, but soft skills are equally important to effectively communicate with customers and provide exceptional service.
In this article, we will look at the ways communication can be improved when dealing with technical inquiries, with people who perhaps aren’t naturally gifted at creating rapport and relationships with people.
Why Is Communication Important?
Customers need to feel understood in order to leave feeling as though they’ve had a good customer experience, and good levels of communication is key to this. If an agent is unable to effectively communicate the issue to the customer, advise on an easy-to-understand and reasonable solution, and build rapport with the customer, it will be difficult to create a good customer relationship.
Out of the resolution, the emotion/relationship, and the effort required to fix an issue, it is the emotion within an experience that is the determining factor to the overall impression of said experience. In other words, even if the issue is resolved and it’s really easy for the customer, if there hasn’t been any connection formed with the agent, they will leave feeling either neutral or dissatisfied, rather than happy.
How Can Communication Be Improved?
There are many ways that you can begin to improve the communication between your team and the customer, and the below suggestions will help increase customer satisfaction through empathetic, authentic service.
Active Listening
Active listening is an essential aspect of effective communication in tech support. It is important to listen carefully to customers and ask questions to fully understand their issues. Customers want to feel heard and understood, so it is important to show empathy and acknowledge their frustrations. By actively listening and acknowledging their concerns, you can build trust with customers and create a positive customer experience.
Patience
Another key aspect of effective communication in tech support is patience. Technical issues can be frustrating for customers, and it is important to remain calm and patient throughout the interaction. It is important to avoid getting defensive or dismissive, even if the customer is angry or upset. By remaining calm and patient, you can de-escalate the situation and focus on finding a solution.
Part of patience is also remembering that the customer may not understand all of the technical jargon involved in the issue, so it’s important to use plain language in order to ensure the customer is clear on what’s happening. Using analogies or metaphors can be an effective way to explain technical concepts in simpler terms. Additionally, it is important to avoid using acronyms or abbreviations that customers may not be familiar with. Clear communication helps customers feel confident in the solution you provide and can prevent misunderstandings.
Proactive Communication
It is also important to communicate proactively in tech support. This means providing customers with updates and progress reports throughout the resolution process. Customers want to be kept informed and updated on the status of their issue, so it’s important to communicate regularly and provide realistic timelines for resolution. Additionally, following up with customers after the issue has been resolved can help to ensure their satisfaction and provide an opportunity for feedback.
Positive, Empathetic Language
Incorporating positive language into customer interactions can also improve communication. Positive language involves using words and phrases that convey a helpful and solution-oriented attitude. For example, using phrases like “I can help you with that” or “Let’s work together to find a solution” can convey a positive attitude and show customers that you are committed to helping them.
Practical Ways To Improve Communication
Be available when your customer wants help
Chatbots that are able to suggest relevant articles or help center information is great to have on hand if you don’t run a 24 hour contact center.
