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Episode Info: Do you feel good inside when a company emails you with "Dear sir/madam?" Of course not, so why speak to customers this way? Are you giving your customers what they need when they click 'help' on your site or app? How's your social media response time? All of these actions taken by customers build their experience with your brand whether you're a bakery or Toyota. This Decoded podcast features Sarah Hatter of CoSupport where she breaks down how to do customer support right by today's customer. Sarah understands modern customer support so well she runs a company offering it. She reminds us how customers are so different today than a few years ago and what they expect from brands/companies. Though, with all the mediums available to customers nowadays, it's a perfect opportunity for businesses to turn problems into profit.  Here are 3 action steps Sarah Hatter left us with you can put into action: Step 1: Write up a customer support manifesto (check out CoSupport's manifesto) Step 2: Action items from this list (respond to customers in XX hours, free returns, etc.) Step 3: Have self-service options to customers (help desk answers, FAQ's, video tutorials); less time customers spend on email/phone with you Big Share: Sarah habitually preaches to brands to be human. What language are you using? Are you implementing a robotic corporate language philosophy? Get rid of "hello sir/madam," who talks like that?! Do the reverse; be casual, be empathetic. Be real and be helpful. In this episode, Sarah shares: Why the customer support experience is so critical How UI (user interface) is critical when customers/users visit your website Focusing on the relationship with the customer, not the transaction Speak to your customers using language as if they're family or someone you know How public PR/social brand meltdowns are totally preventable Be present for your customers (on social media, have a blog using customer's testimonials, every email needs a reply and soon) If you can't afford customer support or a help desk, then rock out your social media support or FAQ page Exact steps to help companies list out deliverables to aid customers And much more!
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