When you need to answer a customer’s question and know your product well enough, your message always sounds clear in your mind. It is easy to forget that customers might not know and understand enough to be satisfied with the quality of your answer service and support. This will cause churn, as 66% of customers switch service providers if they don’t feel cared about.
62% of consumers agree to pay more for a simple solution, and that includes customer support. Explaining difficult things in a simple language is an art that all support consultants should master. What are the best practices of using simple language while explaining difficult resolutions?
In this article, we'll cover:
Know Your Audience
Knowing the customer base to a T is an important part of support communication. What is the median age? How difficult is the product to use in the first place? What customers do tickets come most often from? These will help establish the core audience for the product. Answers to them will become the pillars of communication.
To find out more about the audience:
- Conduct regular surveys
- Gather information into one system for easy tracking
- Showcase your cybersecurity measures and always follow the latest trends in the industry
Following these steps will help the support team deliver the most suitable solutions in the most convenient language.
Don’t Make Assumptions
Do not assume your customer has a deep knowledge of your product or technical terms. Keep it as simple as possible. Always answer all customers’ questions and repeat your answers as many times as needed.
With consumers getting less and less patient, keeping your cool and maintaining a professional attitude is the key to customer loyalty.
Cut the Amount of Jargon
Every business has its one language and jargon. Before pronouncing a specialized term, stop for a moment to think: will it be clear to a customer. Users will be more comfortable if you deliver all the information in a clear manner. If you still have to use specialized words, break it down for your customer and explain it in detail.
If a customer clearly understands you and does not need detailed explanations, you may skip them and turn to more difficult vocabulary. 62% of customers, who prefer flexibility over automated and generic customer service, are sure to appreciate that.
🖼 Remember: a picture is worth a thousand words.
Our brain processes visual information 60 thousand times faster than the verbal one. 91% of users perceive visual content much better than text. Providing visuals, co-browsing, and offering video calls will help customers get the best experience and understand everything faster, which would open up a lot of time for the support team to turn to other cases and tickets.
The Fewer Details — The Better
When you know the product you work with, you may want to deliver as much useful information to customers as possible. Overwhelming users is not a good strategy, though. Keep it short and simple. Don’t go too far from the main point. Be on the same page with your customers.
During a conversation, make sure customers understand you. Look at the situation from their perspective and predict the points that might need additional explanation. Always ask if a customer has any questions left. Remember: customers should feel you care about them and will help them with any questions or issue.
Turning difficult words into simple explanations might seem tough. In reality, this useful skill will help any support team to better connect with customers and provide a more customer-centric service than ever before. And the way from here to loyalty is very short and easy.
Anna has been working as a writer for 6 years. She previously wrote about financial markets, conducting the research on the state of bonds and stocks on a daily basis. She is a keen reader with interest in historical literature and international cuisine. Her latest obsession — customer communication and ways to perfect it. If you want to connect with Anna, follow her on LinkedIn.Posted on