{"id":41784,"date":"2021-02-02T00:00:00","date_gmt":"2021-02-02T08:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-support\/"},"modified":"2026-05-17T18:58:11","modified_gmt":"2026-05-18T01:58:11","slug":"customer-support","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-support\/","title":{"rendered":"How to help your customer support team deliver first-rate service"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Customer support is one of the biggest factors that can impact your business&#8217; success.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Good support can make you; poor support can break you.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Hey, no customers = no money, right?<\/span><\/p>\n<p><span style=\"font-weight: 400\">Your customer support agents are the face of your company whenever customers need help or encounter problems with your product. Your team&#8217;s ability to handle customer questions quickly, whether it&#8217;s over the phone or email or social media, can have a huge impact on the rest of your business.<\/span><\/p>\n<p>In this post, we\u2019ll look at:<\/p>\n<ul>\n<li><a href=\"#what\">What is customer support?<\/a><\/li>\n<li><a href=\"#why\">Why is customer support especially important today?<\/a><\/li>\n<li><a href=\"#top\">Top 3 things we need to unlearn about customer support<\/a><\/li>\n<li><a href=\"#seven\">7 essential elements of doing customer support well<\/a>\n<ul>\n<li><a href=\"#process\">Customer support process<\/a><\/li>\n<li><a href=\"#Consistency\">Consistency<\/a><\/li>\n<li><a href=\"#Speed\">Speed<\/a><\/li>\n<li><a href=\"#Empathy\">Empathy<\/a><\/li>\n<li><a href=\"#Tone\">Tone<\/a><\/li>\n<li><a href=\"#Coverage\">Coverage<\/a><\/li>\n<li><a href=\"#tools\">The right tools<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>First, let\u2019s define a few terms&#8230;<\/p>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"6a0b02f376ad9\" id=\"6a0b02f376ad9\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a0b02f376ad9.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a0b02f376ad9.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2><a id=\"what\"><\/a><br \/>\nWhat is customer support?<\/h2>\n<p><span style=\"font-weight: 400\">Generally, customer support is a <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-vs-customer-support\/\"><span style=\"font-weight: 400\">branch of customer service<\/span><\/a><span style=\"font-weight: 400\"> that\u2019s geared towards helping customers solve any technical problems that come up when they use your product or service, such as not being able to use their e-commerce software effectively or finding surprising pricing issues.<\/span><\/p>\n<p><span style=\"font-weight: 400\">This kind of technical support could involve your call center reps troubleshooting a technical problem with customers over live chat, creating helpful documentation on how to use your product, or passing customer feedback on to product teams to prevent future issues.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Whatever the specific activity is, the <em>overarching<\/em> aim of customer tech support is to improve the customer experience by making sure customers get quick and accurate answers to product issues when they arise.<\/span><\/p>\n<p><i><span style=\"font-weight: 400\"><a href=\"https:\/\/ringcentral.valuestoryapp.com\/cx-maturity\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-48166\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/Contact-Center-tool.png\" alt=\"Contact Center Maturity Quiz\" width=\"1000\" height=\"440\" \/><\/a>\u200b<\/span><\/i><\/p>\n<h2><a id=\"why\"><\/a><br \/>\nWhy is customer support especially important today?<\/h2>\n<p><span style=\"font-weight: 400\">Customer support is especially important because it plays a vital role in you being able to deliver a positive <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\"><span style=\"font-weight: 400\">customer experience<\/span><\/a><span style=\"font-weight: 400\">\u2014something that many of your customers may deem to be just as important as the product or service you\u2019re selling.<\/span><\/p>\n<p><span style=\"font-weight: 400\">And in case this isn&#8217;t clear: the degree and the quality of customer support you offer <strong><em>directly<\/em> affects your customers\u2019 perceptions of how well you treat them<\/strong>.\u00a0You can&#8217;t skimp on this!<\/span><\/p>\n<p><span style=\"font-weight: 400\">High-quality support will leave your customers feeling like you\u2019ve got their back, while low-quality support will just leave them feeling let down and frustrated.<\/span><\/p>\n<p>If you want to get into the specifics, investing in better customer support can benefit your business in three main ways:<\/p>\n<h4 style=\"padding-left: 40px\">1. Better customer retention<\/h4>\n<p style=\"padding-left: 40px\">In a world where consumers are free to choose from so many alternatives (hmm\u2026 Disney+ or Netflix?), you simply can\u2019t afford to give your customers the impression that you don\u2019t care about their experience of your product.<\/p>\n<p style=\"padding-left: 40px\">Why should they stick around when someone else offers them far better support?<\/p>\n<p style=\"padding-left: 40px\">Companies not showing that they care is a dealbreaker for most customers\u2014so, how do you keep a high customer retention rate while avoiding losing customers because they think your company didn\u2019t care enough about them?<\/p>\n<p style=\"padding-left: 40px\">This should be a key factor in your customer support.<\/p>\n<p style=\"padding-left: 40px\">There have been countless studies finding that acquiring a new customer costs you (way) more than keeping your existing customers, so don\u2019t overlook this step.<\/p>\n<h4 style=\"padding-left: 40px\">2. Word-of-mouth<\/h4>\n<p style=\"padding-left: 40px\">Word of mouth (WOM) affects what people think about your brand more than any other channel. <a href=\"https:\/\/www.talktriggers.com\/cm\">83% of Americans say<\/a> word of mouth (from family and friends) makes them more likely to purchase a product or service.<\/p>\n<p style=\"padding-left: 40px\">And when it comes to customer experience, happy customers spread the word, especially via social media\u2026 but so do unhappy ones.<\/p>\n<p style=\"padding-left: 40px\">72% of customers will share a positive experience with six or more people, but <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\">13% of people will tell 15<\/a> others to stay away if they\u2019ve had a bad one. The rest just leave\u2014never to return.<\/p>\n<p style=\"padding-left: 40px\">Great customer support agents will help turn your customers into evangelists who will sing your company\u2019s praises and keep them from developing into vocal haters.<\/p>\n<h4 style=\"padding-left: 40px\">3. Product development<\/h4>\n<p style=\"padding-left: 40px\">What better way to build something your customers are willing to pay for than to listen to what they do and don\u2019t like?<\/p>\n<p style=\"padding-left: 40px\">Well, your call center support team, and the rest of the customer support crew, have the best seat in the house when it comes to learning about customer issues and needs.<\/p>\n<p style=\"padding-left: 40px\">Your product development team can draw upon this never-ending stream of customer insights to hone future innovations and upgrades. Feedback from actual customers will often expose problems and opportunities that your product team would otherwise miss.<\/p>\n<p style=\"padding-left: 40px\"><a name=\"Top 3 things we need to unlearn about customer support\"><\/a><\/p>\n<h2>Top 3 things we need to unlearn about customer support<\/h2>\n<p><span style=\"font-weight: 400\">Customer support has evolved over the years.<\/span><\/p>\n<p><span style=\"font-weight: 400\">The <\/span><span style=\"font-weight: 400\">\u2019<\/span><span style=\"font-weight: 400\">60s brought with it call centers, which gave companies a new, efficient way of dealing with multiple customer inquiries at once.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Then in the <\/span><span style=\"font-weight: 400\">\u2019<\/span><span style=\"font-weight: 400\">80s and <\/span><span style=\"font-weight: 400\">\u2019<\/span><span style=\"font-weight: 400\">90s, most call centers became <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/outsourced-technical-support\/\"><span style=\"font-weight: 400\">outsourced<\/span><\/a><span style=\"font-weight: 400\">, and customers came to know the pains of being put on hold for hours (did the hold music just loop again?!) only to be disconnected without explanation.<\/span><\/p>\n<p><span style=\"font-weight: 400\">By the time the internet had taken off in the 2000s, customers could begin to publicly air their feelings ranging from ecstatic delight to all-consuming rage and share their questions through online forums, review sites, and social media.<\/span><\/p>\n<p><span style=\"font-weight: 400\">The changing digital landscape also gave companies new ways to build customer relationships. Before long, in addition to phone support, a thriving marketplace of online customer support tools had emerged.<\/span><\/p>\n<p><span style=\"font-weight: 400\">And yet even though customer support, and even automation within the field, has advanced a great deal in recent years, some common beliefs about it remain stuck in the past.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Here are three things we need to unlearn about customer support:<\/span><\/p>\n<h4 style=\"padding-left: 40px\">1. Customer support is just another unnecessary expense.<\/h4>\n<p style=\"padding-left: 40px\">It\u2019s surprising how many businesses are <em>not<\/em> customer-centric and still view customer support as a hassle. They see their help desk as just another add-on that drains resources and generates zero revenue.<\/p>\n<p style=\"padding-left: 40px\">The truth is that killer customer support representatives can give your business a tremendous competitive advantage and differentiate you from other companies in your niche.<\/p>\n<p style=\"padding-left: 40px\">And while it\u2019s true that customer support doesn\u2019t generate any direct revenue, the long-term payoffs are big. They range from better customer retention to positive word of mouth and a knowledge of when to improve your Net Promoter Score thanks to in-depth <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\">customer feedback<\/a>. All of that makes the investment more than worth it.<\/p>\n<h4 style=\"padding-left: 40px\">2. Customer support exists in a vacuum.<\/h4>\n<p style=\"padding-left: 40px\">The more you can share ideas and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/team-knowledge\/\">team knowledge<\/a> freely with one another, the easier it is for everyone to recognize opportunities to do things better.<\/p>\n<p style=\"padding-left: 40px\">We\u2019ve already seen how customer support and product development teams can work together to bring about better results, and the same is true when it comes to collaboration with teams like sales and marketing.<\/p>\n<p style=\"padding-left: 40px\">For example, your tech support team might notice that many different customers seem to love a particular feature. This is a good hint for the marketing team that they could do more to highlight it on the product homepage for future customers.<\/p>\n<p style=\"padding-left: 40px\">And don\u2019t forget, outsourced and siloed customer support teams sometimes have trouble conveying customer pain points to the rest of the business. This leaves the customers frustrated that the same technical issues keep cropping up and turns the support team into a group of disempowered serial-apologizers.<\/p>\n<h4 style=\"padding-left: 40px\">3. Live customer support agents aren\u2019t needed for most inquiries.<\/h4>\n<p style=\"padding-left: 40px\">The first port of call for most support-seeking customers is the self-service option\u2014 usually an online <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/create-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a>.<\/p>\n<p style=\"padding-left: 40px\">People like to solve problems themselves: <a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/images\/blog\/Infographic\/zd_search_customer_self_service_inforgraphic.jpg\">67% of customers prefer<\/a> using self service when it comes to problem-solving over talking to a company rep.<\/p>\n<p style=\"padding-left: 40px\">For most issues, it\u2019s just easier and quicker for customers to find their own solution, whether it\u2019s upgrading their account, installing a new feature, or canceling their subscription.<\/p>\n<p style=\"padding-left: 40px\">In fact, modern-day customers have come to expect companies to offer self-service. Which means that forcing them to use live chat support to accomplish routine technical problem solving can actually diminish their overall experience. The thing is, they just need both choices.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>By providing customers with an easy-to-access and comprehensive self-service option, you free up your support team to prioritize the customer issues that only a real-life person can solve.<\/p>\n<\/div>\n<p><a name=\"7 essential elements of doing customer support well\"><\/a><\/p>\n<h2>7 essential elements of doing customer support well<\/h2>\n<p><span style=\"font-weight: 400\">Building a high-performing customer support team is no easy feat.<\/span><\/p>\n<p><span style=\"font-weight: 400\">It takes time, energy, and sometimes plenty of trial and error to assemble the right group of highly skilled, friendly problem-solvers.<\/span><\/p>\n<p><span style=\"font-weight: 400\">To make sure your team can do the best job possible, it\u2019s important you consider everything else it takes to provide excellent support.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Here are seven essential ingredients that\u2019ll help every customer support agent turn frustrated and confused people into <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/happy-customers\/\"><span style=\"font-weight: 400\">happy customers<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><a name=\"Customer support process\"><\/a><\/p>\n<h3>1. Customer support process<\/h3>\n<p><span style=\"font-weight: 400\">An important part of building an effective customer support team is to lay out a solid customer support process. From onboarding new recruits to defining your customer support process\u2014and the <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-principles\/\"><span style=\"font-weight: 400\">principles that underpin it<\/span><\/a><span style=\"font-weight: 400\">\u2014clear communication will make it easier to align teams (while preventing things from falling into chaos).<\/span><\/p>\n<p><span style=\"font-weight: 400\">Consider putting together a customer support playbook that sets out best practices and protocols for things like:<\/span><\/p>\n<ul>\n<li><b>Emergencies:<\/b><span style=\"font-weight: 400\"> What counts as an emergency? Who should be notified and how?<\/span><\/li>\n<li><b>Escalation:<\/b><span style=\"font-weight: 400\"> At what stage should a customer issue be escalated to a more superior or specialist team member?<\/span><\/li>\n<li><b>Communication:<\/b><span style=\"font-weight: 400\"> How will your support agents share information within and across product teams? What does <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\"><span style=\"font-weight: 400\">customer service teamwork<\/span><\/a><span style=\"font-weight: 400\"> look like?<\/span><\/li>\n<li><b>Feedback:<\/b><span style=\"font-weight: 400\"> How should a customer support representative record and filter customer feedback? How will that information be used to identify Net Promoter Scores (NPS)?<\/span><\/li>\n<li><b>Refunds:<\/b><span style=\"font-weight: 400\"> Under what circumstances should refunds be issued and who should process them?<\/span><\/li>\n<li><b>Security:<\/b><span style=\"font-weight: 400\"> How do you protect user data and verify the identity of a customer contact?<\/span><\/li>\n<li><b>Content:<\/b> What degree of input should support agents have in creating knowledge base content, such as FAQs and support documentation?<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Your customer support process will naturally change shape as you grow and learn from experience, but it\u2019s essential to have some clear guidelines in place from the get-go so that your agents are empowered to make confident decisions.<\/span><br \/>\n<a name=\"Consistency\"><\/a><\/p>\n<h3>2. Consistency<\/h3>\n<p><span style=\"font-weight: 400\">Inconsistent messaging across different touchpoints creates a confusing and frustrating customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400\">This means your customers expect the same degree of service quality and information accuracy at all stages of the customer lifecycle\u2014whether it\u2019s via your helpdesk, email, interacting with your chatbots, or during a <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/sales-demo-best-practices\/\"><span style=\"font-weight: 400\">sales demo<\/span><\/a><span style=\"font-weight: 400\"> or customer support walkthrough.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Fall short of these expectations, and you might ruin a customer relationship\u2014and lose a customer.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Team communication is the main factor determining your ability to deliver consistent customer experiences. And miscommunication is far less likely when all your teammates have access to the same product and customer information. You need the right <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\"><span style=\"font-weight: 400\">communication tools<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For example, a feature like <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\"><span style=\"font-weight: 400\">RingCentral Engage Digital\u2019s <\/span><b>identity merge<\/b><\/a><span style=\"font-weight: 400\"> automatically draws in customer metrics from different channels like Twitter, Facebook, and email, into a single, centralized profile. This gives you an immediate and accurate overview of a customer\u2019s needs and life cycle\u2014whenever you interact with them:<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p><a name=\"Speed\"><\/a><\/p>\n<h3>3. Speed<\/h3>\n<p><span style=\"font-weight: 400\">Speed is another essential metric of great customer support, with <\/span><a href=\"https:\/\/go.forrester.com\/blogs\/13-03-15-communication_channel_preferences_for_customer_service_are_rapidly_changing_do_you_know_what_your_cus\/\"><span style=\"font-weight: 400\">73% of people saying<\/span><\/a><span style=\"font-weight: 400\"> that respecting their time affects the quality of their experience more than anything else.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Of course, speed shouldn\u2019t come at the expense of effectiveness\u2014customers want full resolutions to their issues, not just quick ones. Learn more about <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/first-call-resolution-industry-standard\/\"><span style=\"font-weight: 400\">first call resolution rates here<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Balancing response times and first-contact resolution ratios is a challenge that faces all customer support teams. But short of just hiring more agents, one way to reduce customer waiting times is to offer them alternative, automated ways of finding solutions (like comprehensive knowledge bases, an FAQ page, or self-help articles and videos).<\/span><\/p>\n<p><span style=\"font-weight: 400\">One company with a first-rate knowledge base is Mailchimp.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Mailchimp\u2019s clean and simple categorization of topics makes it as easy as possible for customers to find the <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/knowledge-base-article\/\"><span style=\"font-weight: 400\">knowledge base article<\/span><\/a><span style=\"font-weight: 400\"> that solves their problem. What\u2019s more, the knowledge base is available in five different languages:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-4720\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-126-1024x692.png\" alt=\"MailChimp\u2019s clean and simple topic categorization\" width=\"840\" height=\"568\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"Empathy\"><\/a><\/p>\n<h3>4. Empathy<\/h3>\n<p><span style=\"font-weight: 400\">As opposed to viewing each customer inquiry as just another ticket to close, every customer who reaches out should be treated like a real person with their own unique story and specific set of needs.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Your support agents don\u2019t just have to understand the problem in question; they also need to keep in mind what the problem means to that particular customer.<\/span><\/p>\n<p><span style=\"font-weight: 400\">This kind of <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/empathy-exercises\/\"><span style=\"font-weight: 400\">empathy exercise<\/span><\/a><span style=\"font-weight: 400\"> helps you build rapport with customers, leaving them with high levels of customer satisfaction and the feeling they are personally supported.<\/span><\/p>\n<p><span style=\"font-weight: 400\">In a now-legendary example of compassionate customer care, seven-year-old Luka from England wrote to Lego to explain how he\u2019d lost his new figurine after it fell out of his pocket.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Lego responded with the following message, and within a week the new figures arrived at Luka\u2019s house:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-4722\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-64.png\" alt=\"Seven-year-old Luka from England wrote to Lego to explain how he\u2019d lost his new figurine after it fell out of his pocket.\" width=\"575\" height=\"749\" \/><a name=\"Tone\"><\/a><\/p>\n<h3>5. Tone<\/h3>\n<p><span style=\"font-weight: 400\">Another related consideration is deciding the type of tone you\u2019ll adopt when speaking to customers.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Your overall tone should reflect your company voice. Is it relaxed or formal? Conversational or conventionally professional? Do you use emojis or keep it traditional?<\/span><\/p>\n<p><span style=\"font-weight: 400\">Your tone should also reflect the specific needs of the customer situation at hand.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For example, your tone of voice will probably not be cheerful and lively when dealing with an irate customer who wants to cancel their subscription, compared to a customer who just wants some guidance on how to use a new feature.<\/span><\/p>\n<p><a name=\"Coverage\"><\/a><\/p>\n<h3>6. Coverage<\/h3>\n<p><span style=\"font-weight: 400\">When working to deliver the best customer support you can, you\u2019ll need to think about what realistic level of coverage you can achieve.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For example, will your <a href=\"https:\/\/hiverhq.com\/blog\/what-is-a-helpdesk\" target=\"_blank\" rel=\"noopener\">helpdesks<\/a> be able to provide 24\/7 support, or will 9 to 5 on weekdays be enough? Which holidays will your support team observe? Will there be a skeleton team to cover phone calls during these periods?<\/span><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Need a little help with figuring out how to schedule your coverage? <a href=\"https:\/\/www.ringcentral.com\/contact-center\/analytics.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Contact Center<\/a>\u2122 is designed to make that easier for you. Its analytics features can show you when customers are flooding communication lines\u2014and when there are lulls in activity.<\/p>\n<\/div>\n<p><span style=\"font-weight: 400\">Likewise, will you cater to languages other than English?<\/span><\/p>\n<p><span style=\"font-weight: 400\">If you have a wide global customer base, chances are you\u2019ll want to build some capacity to support customers outside of normal office hours and in different languages. If that\u2019s the case, <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\"><span style=\"font-weight: 400\">RingCentral\u2019s customer engagement platform<\/span><\/a><span style=\"font-weight: 400\"> can recognize more than 72 languages and automatically assign customer messages to whichever agent speaks the language.<\/span><\/p>\n<p><a name=\"The right tools\"><\/a><\/p>\n<h3>7. The right tools<\/h3>\n<p><span style=\"font-weight: 400\">Let&#8217;s face it. Today, it&#8217;s pretty hard to meet customers\u2019 needs effectively without a reliable SaaS (software as a service) <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/collaboration-hub\/\"><span style=\"font-weight: 400\">collaboration hub<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Having the right <a href=\"https:\/\/www.glip.com\/use-case\/collaboration-tools-for-customer-support-teams\">customer support tools<\/a> is essential, especially to small teams, because it frees up time and makes things easier for both you and customers.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For example, RingCentral\u2019s <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/omnichannel-customer-service\/\"><span style=\"font-weight: 400\">omnichannel customer service<\/span><\/a><span style=\"font-weight: 400\"> software features let customers contact your support team through whatever channel they find most convenient, from email to mobile phone support to social media:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44860\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/03\/engage-digital-channels.png\" alt=\"engage digital channels\" width=\"1000\" height=\"506\" \/><\/p>\n<p><span style=\"font-weight: 400\">Oh, and you can link the whole thing to your CRM system, too. Here&#8217;s the <a href=\"https:\/\/www.ringcentral.com\/apps\/call-with-ringcentral-for-hubspot\">Hubspot integration<\/a>, for example, which automatically shows you every customer&#8217;s past interactions with you and profile details when they call or message you:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-43291\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/HubSpot-RingCentral-integration-e1605725255770.png\" alt=\"HubSpot RingCentral integration\" width=\"900\" height=\"565\" \/><\/p>\n<p><span style=\"font-weight: 400\">And don&#8217;t forget about internal communications too. Your customer support team might need to talk to Sales about a promo that a customer&#8217;s asking about (or Marketing, or Finance&#8230; you get it), and they&#8217;ll need to get answers quickly.<\/span><\/p>\n<p><span style=\"font-weight: 400\"> This is where having a good internal communications tool like the <\/span><a href=\"https:\/\/www.ringcentral.com\/rcapp.html\"><span style=\"font-weight: 400\">RingCentral app<\/span><\/a><span style=\"font-weight: 400\"> is handy. It make it easy for your support agents to message and call folks, share documents, and collaborate with other team members, all in one place:<\/span><\/p>\n<div class=\"rc_custom_video\"><a class=\"rc_custom_video__link\" href=\"https:\/\/www.youtu.be\/9xaL89hYeFs\">\n\t\t            <picture><source srcset=\"https:\/\/i.ytimg.com\/vi_webp\/9xaL89hYeFs\/maxresdefault.webp\" type=\"image\/webp\"><img decoding=\"async\" class=\"rc_custom_video__media\" src=\"https:\/\/i.ytimg.com\/vi\/9xaL89hYeFs\/maxresdefault.jpg\" alt=\"\">\n\t\t            <\/picture>\n\t\t        <\/a><br \/>\n\t\t        <button class=\"rc_custom_video__button\" aria-label=\"Play video\"><svg width=\"68\" height=\"48\" viewBox=\"0 0 68 48\"><path class=\"rc_custom_video__button-shape\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\"><\/path><path class=\"rc_custom_video__button-icon\" d=\"M 45,24 27,14 27,34\"><\/path><\/svg><br \/>\n\t\t        <\/button>\n\t\t    <\/div>\n<h2>Take your customer support team to the next level<\/h2>\n<p><span style=\"font-weight: 400\">Customer support is a key driver of sustainable business growth.<\/span><\/p>\n<p><span style=\"font-weight: 400\">When done right, it reduces churn, increases your CSAT (customer satisfaction) score, encourages word-of-mouth referrals, and offers invaluable insight into your customers\u2019 issues and needs.<\/span><\/p>\n<p><span style=\"font-weight: 400\">But to reap these benefits, you\u2019ll need to do away with any outdated notions of what customer support looks like and make sure your team can act on all the elements necessary to deliver high-quality support.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer support is one of the biggest factors that can impact your business&#8217; success.\u00a0 Good support can make you; poor support can break you. Hey, no customers = no money, right? Your customer support agents are the face of your company whenever customers need help or encounter problems with your product. Your team&#8217;s ability to &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46492,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,43337],"tags":[402,1675,18143,15541,2088],"class_list":["post-41784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-service-support","tag-customer-service","tag-customer-support","tag-customer-support-team","tag-cx","tag-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to help your customer support team deliver first-rate service | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Discover why customer support is so important, 7 essential elements to how a business runs customer support, and what it takes to do it 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layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">Business &amp; leadership<\/a><a href=\"\/us\/en\/blog\/category\/roles\/service-support\/amp\">, Service &amp; support<\/a>","amp_link":"\/us\/en\/blog\/customer-support\/amp","excerpt_title":"How to help your customer support team deliver first-rate...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/41784","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=41784"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/41784\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/46492"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=41784"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=41784"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=41784"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}