Avoid close-ended responses - Try to avoid close-ended responses to customer questions, such as: ‘Yes’, ‘No’, ‘Sure’, ‘Perhaps’. These words not only don’t fuel the conversation, they can quickly kill it.
Keep calm - Whatever happens, don’t lose your nerve. You have probably heard an old truth about customer service – the work would be much easier if it weren’t for the customers. In your customer communication experience you are going to meet nice, polite people as well as difficult ones.
Do not assume all customers want the same thing - Try to understand what the customer do? What all modules/ sub-modules they use the most? Every customers requirement is different based on their workflow and business requirement. Try to pitch in accordingly.
Focus on first impressions - When new customers are introduced, they to built the confidence and provide top notch customer service. In business, you never get a second chance at making a first impression. This has become even more true as customers have become more connected.
Anticipate customer questions - More effective messages provide highercustomer click rates and customersatisfaction.
You're human and so are your customers. Talk like one - Addressing them by their first name, asking how they are, and perhaps commenting on something outside the issue - like the weather in their city, for example. The great thing about this is that your customers will then mirror your tone. If you're being friendly and reasonable, your customers will too. If you maintain this tone all the time, even when the issue is resolved, your customers will feel more comfortable asking for help or providing feedback in the future.
Respond immediately, even if you don't have the solution - When you receive a request for support in Intercom, and you know you won't be able provide a solution right away, write a quick, personalized response acknowledging you've got the request and that you're working on it. This puts your customer at ease as they know you're on it and it also buys you time.
Always personalize your response - Every situation is different, so each customer needs a message written just for them. We recommend always personalising them to the user, specific to that occasion.
Be realistic. Don't over promise - Always be honest about what you can and can't do for your customers. Overpromising will lead to you under-delivering, which makes you look bad and your customers unhappy. If the feature is broken, tell them that and apologize. If you screwed up, admit it and work towards making it right.
It's never their fault ...Ever! - If your customer can't use the product you built, it's your fault - always. That's the attitude you need to take when you're dealing with a customer who is finding a particular feature confusing. Apologize that it's confusing, explain what you think might help, and ask their opinion on how they feel it could be better.
Never assume anything - When you're replying to a customer, never assume they're tech savvy. Likewise, never assume they know nothing. Either one can come across as disrespectful or arrogant. You need to strike the right balance and pitch your reply at the right level.