The Art of Business Growth: Expert Funding Solutions for Your Business

Do you need assistance getting financing for your business? Contact us for help! We can assist from advising which lenders to submit to all the way through to developing & submitting a complete business loan package and anything in between. Contact us now for a free evaluation.

Business Podcasts: Listen to audio summaries of our Ultimate Guide book series. Be sure to come back and read the full guides.

Picture of Book titled "Ultimate Guide to Small Business SBA Loans"

Our Ultimate Guide Series are now available as Kindle and Paperback books at Amazon.

JOIN our private
BUSINESS RESOURCE VAULT:
Access 21+ Business Books!
Get weekly LOAN opportunities!

Customer Support Best Practices Checklist

Build a Customer-Centric Foundation

  • Define your support values (e.g., “Fast, friendly, and solution-oriented”).
  • Set clear response time goals (e.g., <24 hours for emails, <1 hour for live chat).
  • Train your team on product knowledge and soft skills (empathy, active listening).

Streamline Communication Channels

  • Offer multiple support options:
  • Email (e.g., support@yourbusiness.com)
  • Phone (if feasible)
  • Live chat (e.g., WhatsApp, Facebook Messenger, or chat widgets)
  • Social media (monitor DMs/comments)
  • Use helpdesk tools (e.g., Zendesk, Freshdesk) to organize tickets.

Respond Professionally & Efficiently

  • Use templates for common queries (but personalize replies).
  • Acknowledge complaints quickly**—even if a fix takes time.
  • Escalate complex issues to a senior team member when needed.

Proactive Support & Self-Service

  • Create an FAQ page on your website (solves repetitive questions).
  • Offer video tutorials/how-to guides (e.g., Loom, Canva).
  • Notify customers of outages/delays via email or social media.

Handle Complaints Gracefully

  • Listen without defensiveness—validate the customer’s frustration.
  • Apologize sincerely (even if the issue wasn’t your fault).
  • Offer solutions, not excuses (refund, replacement, discount, etc.).

Foster Loyalty & Retention

  • Follow up post-resolution: “Is everything working now?”
  • Surprise delighted customers (e.g., handwritten thank-you notes, small freebies).
  • Ask for feedback via surveys (e.g., “How would you rate our support?”).

Measure & Improve

  • Track key metrics:
  • First Response Time (FRT)
  • Customer Satisfaction Score (CSAT)
  • Net Promoter Score (NPS)
  • Review support logs monthly to spot recurring issues.
  • Reward star employees who go above and beyond.

Go the Extra Mile

  • Remember repeat customers (e.g., “Welcome back, [Name]!”).
  • Anticipate needs (e.g., email a tutorial after a purchase).
  • Celebrate mistakes—turn a bad experience into a loyalty-building moment.

Bonus Tips

  • Empower employees: Let staff resolve issues without excessive approvals.
  • Use chatbots for 24/7 basic queries (e.g., Shopify’s “Heyday”).
  • Monitor reviews (Google, Yelp) and respond to all feedback.
×