Online Support Center: The Essential for Fast Growing Companies

Online Support Center: The Essential for Fast Growing Companies

One area where businesses may struggle the most is customer support. Whether it be a lack of information, or trouble finding resources, getting help to your customer is a necessity in today’s marketplace, and is essential for customer satisfaction. www.desk.com has created an infographic entitled “Online Support Center: The Essential for Fast Growing Companies”, detailing the importance of the online support center, and how customers are increasingly relying on this system to solve their issues.
When it comes to self-service support, 72% of customers think it’s a fast and easy way to solve their problems. It’s a no-nonsense, easy way for customers to get what they need without waiting for a representative. 91% of customers believe that they would use an online support center if it was available and tailored to their needs.
Self-service support is not an end-all to the customer support platform, however. Companies must have other support avenues lying in wait. 40% of customers will contact a call center for further assistance after searching the self-service area. If their question can’t be answered expediently, 45% of those customers will abandon their online purchase.
The way self-service support sites are built, however, is important. 63% of customers say they are frustrated with the search bar in support sites. Keeping the search bar easy to find is critical. 56% of customers say that a lack of information leads to abandonment of the site. Keep information current and exhaustive. 92% of customers will use search engines to find answers to their problems. Always optimize your content for frequent searches so customers find their information on your site-and not a competitor’s.
Feel free to comment, like, and share this infographic from www.desk.com entitled “Online Support Center: The Essential for Fast Growing Companies”.

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Posted Oct 22, 2013
 
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Tags customer support online, online customer service, self-service support
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