Dear customer support, know whom you are talking to!

3 golden rules for knowing your customer before you respond to support queries.

The 3 golden rules

Address your customers by name.

Know who she is and how important your service is to her and empathize.

Know how important she is to YOUR business and prioritize.

1. Call Names

One’s name is the sweetest sound in the world for anyone. Everyone loves to hear that!

Address your customer by her name.

Do not know the name? Take effort to find it!

2. Empathize

1. Check her work and designation. That will give you a picture of what she is using your service for.

2. Check her social media. She is vocal in Twitter/FB is she is distressed by the issue.

Now what? Empathize. Say, ‘I understand that your apparels might not be moving out of warehouse since our system malfunctioned and we are solving the issue as soon as possible’

instead of

‘we are extremely sorry about the issue’

3. Prioritize

Some of your customers are crucial for your business. The high paying ones, the high Klout ones, the influencers.

Know who you are talking to. How?

1. Check your data for customer information

2. Social media – understand how influential this person is.

Now? Prioritize and give extra care to the important customers.

How do I get this data?

Try Vibe -> http://vibeapp.co Vibe for

Zendesk >Vibe for

SupportBee >