From Amazon to Google to Microsoft, having a good and strong satisfied customer base is the most important thing when it comes to any application’s popularity and success. The most important thing after you deploy any application is support strategy.
Support strategy is nothing but how you support the end-users the first days of using the app and help them get acquainted with your application.
In this article, we will discuss some of the most important strategies that you can adopt for a successful application and a satisfied customer base.
1. Adopt automation
The most important thing that you can do is to adopt automation. An automatic ticket system will save you from a lot of hassle and minimize the load on the developers and support staff.
For example, if a user is having some issues, they can create a ticket in the system. This ticket will first be handled by AI. Users will have to answer some basic questions, and AI can then provide a possible solution. If the User is still not satisfied, they can file this issue further, and then the support staff can help them. Having a chatbot also is a good option.
This method reduces the manual labor put in, and your staff can focus on more legitimate issues on hand.
2. An appropriate channel to raise requests
It would be best if you had an appropriate channel for users to ask for support and take follow-ups. One of the most used systems is a ticket system or a case system. Having long mail chains can be tedious and confusing; hence a ticket system is a better option. Another popular option is an instant messaging option, for example, Slack. Many companies use Slack as their way of communication with the client. Note that customers expect quick responses from support specialists.
3. Good documentation is a must
When you deliver your application, you need to be very thorough with the documentation. You need to imagine yourself in the shoes of the user and act. You need to understand that the end-user may or may not be technically sound, so you need to include even the smallest detail.
4. Availability
Not everyone’s working time is the same, and issues can arrive anytime in the day, right? According to a Zendesk study, over 35% of customers expect to be able to contact the same customer service representative on any channel. It is also very important that you have a support strategy that works around the clock 24*7 and is there to help out the end user. To ensure this, you can go for outsourcing a team from different places so that you effectively handle the time barriers.
5. Prioritize the tasks
We know you need to attend to all the requirements and issues, but you need to prioritize. If an issue is very critical, it should be handled first. Thus you and the end user need to decide which task is of more importance than the other.
Conclusion:
These are some ways in which you can handle support and maintenance tasks easily and with minimal cost and effort. Having good support and maintenance management can increase the trust of customers in your products and can give you a very strong customer base. This is the reason why it is crucial to have a cutting-edge support strategy.
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