CUSTOMER SERVICE

WHAT IS CUSTOMER SERVICE?

-Customer service is the support a company offers to its
customers. This support begins during the purchasing
process and usually extends past the purchasing date.
During the purchasing process, companies typically provide
customers with advice and information about products or
services they sell. This can help consumers make informed
decisions. Then, when customers commit to buying a
product or service, companies often provide them with
troubleshooting tools and problem-resolution support.

20XX presentation title 2

DIFFERENT KINDS OF
CUSTOMER SERVICE
LIVE CHAT SUPPORT
-Customers can use live chat support to instant message a
service agent on a company's website. Agents instant message
back and forth with customers to provide solutions and answer
questions. This tool is very popular because it provides
customers with quick and direct support compared to typical
phone conversations. Not only do customers usually reach
service agents within a matter of seconds with live chat, but the
instant and web-based format usually means customers can
multitask when wait times do occur.

20XX presentation title 4

EMAIL SUPPORT
-Email was one of the first digital innovations used for customer
service purposes, and it's still a great way for companies to offer
support. Customers contact companies by sending messages to
a designated email address, which is typically displayed on the
company's webpage. While email support is often a little slower
than live chat support, it still provides customers with the ability
to contact service agents through a text-based format without
directly interacting with another human. This helps customers
document important information, explain themselves clearly and
avoid time-consuming efforts to receive support.

20XX presentation title 5

SELF-SERVICE SUPPORT
-Self-service support primarily exists in the form of frequently
asked questions (FAQs) published on a company's website. This
tool works well for customers who typically do their own
research before contacting customer support through more
direct channels. Also, customers who know a fair amount about
the products they use can usually navigate self-service support
technologies easily to find the exact answers they're seeking.
Most companies offer self-service support options nowadays,
and they typically supplement other direct forms of customer
service.

20XX presentation title 6

INTERACTIVE VOICE SUPPORT
-Interactive voice support is an automated telephone system
that interacts with customers in a limited fashion through a dial
pad and voice requests. Interactive voice is a great way for
companies to support customers with very simple questions
without needing to have actual agents present. Also, interactive
voice systems can be updated frequently to store relevant
information that customers are looking for. This makes it so that
live support agents don't need to answer every single question
customers have. They can focus on helping them resolve issues
that the voice support can't handle.

20XX presentation title 7

SOCIAL MEDIA SUPPORT
-Now that social media is one of the most popular digital tools
used for communication across the globe, companies have
adapted it to serve as a powerful channel for customer service.
To offer social media support, agents constantly monitor a
company's social media presence on platforms like Facebook,
Twitter and Instagram to answer customer inquiries in
comments and messages.

20XX presentation title 8

WEB COMMERCE SUPPORT
-Web commerce support is when companies offer advice and
information for customers during the purchasing process. It
typically occurs when customers sign on to a website to
purchase a product or service and find themselves with
questions. To answer those questions, companies often publish
Q&As about certain products or allow customers to ask each
other questions on the product's page within their web platform.
This type of support helps customers find answers on their own
—similar to self-service support—but makes it easier for
customers to find product-relevant information in a timely
manner.

20XX presentation title 9

ON-SITE SUPPORT
-On-site support is offered in person at business locations or
customers' homes. Companies use on-site support to provide
repairs and troubleshooting services to customers with
technological issues or consulting needs. The biggest
advantage of offering on-site support is that it allows agents to
interact with customers on a more personal basis, which can
help them build stronger customer relationships to make
repeat business more likely. Even further, customers are
typically drawn to support solutions that are convenient for
them, such as when service is delivered to their door.

20XX presentation title 10

Telephone support
-Telephone support is a classic way of offering customer service.
To receive telephone support, customers call agents on the
phone to ask questions and explain their problems verbally. This
allows them to describe complicated situations with ease. There
are some challenges in telephone support processes, like poor
cellular service that can lead to dropped calls and limited staff
availability that can lead to long wait times. Nevertheless,
telephone support allows agents to better assess a customer's
tone and emotions, and it helps older generations who are not
as technologically savvy access great service.

20XX presentation title 11

EXAMPLE OF CUSTOMER
SERVICE
 One example of customer service is when a
customer receives a product (say, a
sweatshirt) and the item doesn't fit. You
would need to provide a way for the
customer to reach out to you so they can
either return the product or exchange it for
a different size.

20XX presentation title 13

 3 THINGS FOR GOOD CUSTOMER
SERVICE

*Professionalism
*Patience
*People-first attitude

20XX presentation title 14