User:Skysilver97/sandbox

Customer Support

Customer support entails all the processes associated with assisting customers and doing it in the most efficient way possible. Everybody who uses a product will need some sort of assistance whether it be with purchasing, using, maintaining, or getting rid of the product. Customer support can have a direct impact on brand loyalty and long-term revenue. It is important to understand what customers want and how to continually satisfy their needs. In addition, the seller needs to be engaged with the customer after the purchase in receiving feedback. A big part of creating seamless customer support is the ease of the experience. If it is hard for somebody to get in contact with the company afterwards or the help they need when they need it, the support system has not done its job. When done correctly, good customer support can drive sales and create a perception around a company that in turn bolsters their reputation.

Metrics

Customer service and support metrics can be recorded in a few diverse ways. People can use software to compute exact mathematical formulas to see income and revenue data or simply look at customer reviews online. The issue with recording customer service metrics is that people are constantly dealing with different situations and different scenarios. These reviews can be biased and inconsistent based on the different scenarios a customer or a service representative are placed in. Even though they may not all be based on fact, other customers will use these reviews to get an understanding of what to expect. This can skew a new customer's interpretation of the service before it is even completed. Still, it is a main metric of customer service.