Posted in Marketing and Strategy Terms, Total Reads: 372
Definition: Customer Support
Customer support is a range of services to help customers in making correct use of the product while being cost effective at the same time. It includes a wide range of services like assistance in planning, installation, training, maintenance and upgrading, trouble shooting and disposal of the products.
Customer support is also referred to as technical support when the products are technological products like mobile phones, electronic products such as computers, televisions, etc.
Channels of communication that companies offer to customers while offering customer support:
Phone: Often companies provide a contact number for customers to call when they need assistance regarding the instructions or maintenance of the product or any other service, where they can talk to customer service representatives over the phone. Any further assistance required in any other form will be normally provided depending on the requirement.
Direct: When asked for assistance by a customer, a customer service representative comes to the location of the customer to provide help in services like installation, repair, hardware problems etc.
Email: Companies also provide an email contact for the customers to mail their queries or any service or product related problems. This is useful in case of problems which do not require immediate or urgent attention.
Social media: With the increase of social media penetration into a large population these days, customers also have the freedom to post their queries or complaints via social media websites like twitter, Facebook etc. This medium has gained a lot of prominence in the recent past.
Live chat: Many websites have a live chat box today in their websites which allows the users to post a query and get a response from the web representative of the company. In this way the customer can have a chat with the representative on the go and get assistance.
Vodafone, Airtel offer phone services where users can call up the customer care centre regarding any issues. Eureka Forbes is an example of direct service since they come to the customers’ houses to install or upgrade or repair the product. Websites like Nykaa.com have a live chat box where you can post a query. Websites like Flipkart, Amazon, Jabong.com etc. have an email service apart from their phone services.