How to develop a customer support strategy

Plan the best customer support strategy and empower your customers to resolve product issues independently.

Zoomin empowers companies to develop efficient customer support strategies

Zoomin’s customer self service software helped businesses serve over 130 million customers looking for answers about product

Digital Customer Self Service

Businesses in today’s world are having to adopt dramatically different strategies to appeal to consumers. Simply making an advertisement and counting on that to bring in and convince prospective customers to purchase your product or service is just not quite enough for many consumers today. With the rise of customer-centric or otherwise consumer-focused marketing strategies, many consumers are beginning to expect a similar level of customer service in their customer journey — post-purchase.

Because of this, it is increasingly important for businesses of all industries to implement some type of customer service plan or another. This essentially means that the business has a plan that can help them to make sure that their customers are having good customer experiences and finding the answers to their questions. Since there are a lot of different customer service strategies to support costumers that can all be successful, the right solution depends on the business and its customers. For example, one business may find incredible success in a customer support strategy that prioritizes immediate response when a customer calls to ask a question or solve a problem in under a certain amount of time. Another incredibly successful example of a customer support strategy is using a customer self-service portal.

A self-service portal is one of the many customer service improvement strategies available to businesses today in order to improve your brand’s customer experience. However, a self-service portal is an incredible way to empower your customers to find the solutions to their questions themselves — without having to wait for your customer service team to get back to them.

This can not only free up your customer service team to solve only the more difficult problems but also help your customers to better understand your product or service. This can lead to an overall improved customer experience which can, in the long run, lead to happier customers and, therefore, more repeat customers as well as new customers.This is the value of an effective customer support strategy — such as a self-service portal. A strategy can help you to ensure that you are offering your customers the best possible customer experience that you can in a streamlined and efficient way.

What Is The Importance Of Customer Service

As consumers are becoming more independent, businesses are finding themselves needing to provide not only a great product but also amazing customer service. The average consumer in today’s society is more tech-savvy than they were in the past, and because of this, it is much easier for them to be more choosy with what brands they interact with. Businesses are needing to focus on the question “why customer is important” and determine how they can make the customer experience better for every single customer.

Essentially, rather than just having to focus on creating great products or services for your customers, your business needs to spend time and effort also thinking about your customers. How are they going to interact with your product? How can you make that interaction easier, more pleasant, and memorable (in a good way)? All of these questions bring us to the importance of customer service. So, how can you ensure that your customer service is good and that your customers will have a positive experience with your brand? You make a customer service strategy.

Alright, great, but what is a customer service strategy? In essence, a customer service strategy is the plan and steps that you have established to handle customer interactions. It will help your brand to create a consistent customer experience for all of your customers through their entire customer journey.

Examples Of Customer Service Strategy

How a business decides to go about creating its own customer service strategy can be extremely different from business to business. The main point — and end goal of creating a strategy for your customer service department is to benefit and improve the overall customer experience for all of your customers. Because there are so many different ways to go about making these improvements to your business‘s customer experience, there are tons of different customer service strategy examples available online today as well as many customer service strategy template or “roadmap” options as well to take inspiration from.

One customer service strategy example may be implementing multiple different methods to improve the customer experience at once. For example, utilizing multiple different contact channels — such as phone, live chats, email, dedicated support portals, and social media — as well as offering your customers an easy-to-use self-service portal that they can consult to answer their own questions. This portal can give them the tools they need to not only find their own answers without needing to wait for an agent to get back to them but also provide them with additional information that can help them to better understand your product or service. Using a platform like Zoomin, you can create a centralized location for all of your customers’ content experiences that can offer each individual customer personalized product answers — which will help to eliminate frustration.

Content experiences matter

Deliver a self-service experience customers will love you for

of the time customers looking to self-serve find irrelevant or outdated content
of support cases can be deflected by better content experiences, say customers
of users say content frustration would lead them to switch brands

See for yourself! Get the Frost & Sullivan research

Get the Brief

Service Strategy Marketing

Since a good customer experience is so important to not only the customer’s later experiences with your product or service but also the beginning of their journey with your brand, a customer service strategy can be extremely helpful to your marketing efforts as well. There are many different types of service strategies that can help you to improve your customer experience and increase the likelihood of repeat business with those customers as well as new business with prospective customers — in fact, 90% of customers would recommend a service after a good content experience with it. Because of this, businesses are able to better set themselves apart from their competitors by implementing a more customer-focused strategy in their marketing campaigns as well as their overall customer experiences.

The business who use customer service strategy-based marketing efforts can have a much higher chance of attracting new (and repeat) customers. This is because, as mentioned above, consumers are coming to expect a certain level of service from the brands they are interacting with — no matter the industry. So, drawing on this general consumer desire for a more involved and well-thought-out customer experience, your marketing team can incorporate many of the same practices and strategies that you are using for a customer service strategy. Essentially, you can hit two birds with one stone and better attract and retain customers by instituting a more customer-focused approach and strategy.

Importance Of Customer Service

In today’s market, businesses are not simply just selling products or services. Customers are still looking for a good product or service, of course, but they are also expecting a level of service from the brand as well. This is why there is the ever-growing importance of customer service and etiquette in today's market. No matter the industry that your business is in, customer service is going to be a top priority — both now and in the future. Because of this, it is essential that you implement an effective customer service strategy to better your business‘s customer experience and better serve your customers what they are looking for.

The importance of customer service strategy implementation in today’s market cannot be overstated. This can be seen by the incredible array of different customer service strategies that different businesses from many different industries are using. However, finding a customer service strategy for your business will depend on what your business provides and what your customers are needing support for. For example, if your customers have questions about something and they may not want to wait for an agent to get back to them. They simply want to find the answer themselves and move on. This is where Zoomin’s platform can come in handy. With Zoomin’s platform, you can make it easy for your customers to find the answers they need without needing to contact a customer support agent.

How Customer Service Strategy Help The Business

More than just having a customer service management strategy, you need a good customer service management strategy. But what is a customer service management strategy exactly? In short, it determines how your business can and will manage your customer service needs and improve the customer experience with your brand. There are many advantages of having a good strategy, including better customer retention and increased customer satisfaction.

No matter what industry you are in, a customer service strategy can help your business to dramatically improve your overall customer experience and entice new customers to interact with you as well. So, whether you are implementing customer service strategies in retail or in another industry, a good strategy can help you to not only foster better relationships with your current customers but also promote a better image for your business and bring in new customers. A good strategy will help you make things easy for your customers, help them to find the solutions to their problems on their own time without needing to work hard or feel like they need to wait for an agent to get back to them.

Insights to inspire a new approach to self-service

research Report

Data: Here's what you're missing about the impact of your technical content on your customer experiences



Join our CX executive community to learn, share and network around empowering customer growth

> Join community


Test your self-service experience: how easy is it for your customers to find the information they are looking for?

> Take test


Here's how you can use your technical content to drive digital transformation.

> Get ebook
Boost satisfaction
Ease adoption
Reduce costs
Boost satisfaction
with Zoomin's solutions

Your radically improved product content experience starts today

Get started