To experience such a support service, call Binance.The Securities and Exchange Commission today charged Binance Holdings Ltd. This is what makes customers start recommending your team to their friends and acquaintances. Wow, support and customer care are much more and more effective than a problem-solving tool. The client should get the same feeling from communication with support. Surely you will first help your friend figure it out, and then later on further clarify whether everything works, whether you like everything. Of course, this is not about renaming, but about the internal culture of work. Wow effectĬreate not a support service, but a care service. This is the key to a beautiful and human response. If you helped and solved the problem, please explain why it occurred. If you refuse or cannot help, explain why. And the robot would have done it.Īlways answer the question of why. Let's remove this single sentence and get a formulaic reply, for which, in principle, a person is not needed. It is immediately obvious that someone was really aware of your question. Notice how just one sentence helps to leave a good impression of the answer. Even if in reality you use boilerplate responses (and this is normal when the flow of calls is huge!), The client should never, under any circumstances, feel this.Īn example of a response from the support team, compiled from the template Thank you - I apologize - I am sorry - Please let us know, should be used. There shouldn't even be a hint of a formulaic answer given by the robot. There should be a feeling that you were really taken care of, that some real person got into the problem and tried to help, that the company cared. Whether the answer helped the client or not, it is important to always be aware of the client's experience. Remember your pleasant and unpleasant experience of communicating with waiters, draw analogies between these cases, and the service in your company. To further encourage self-reliance, create a tip box on the site where customers can directly “thank” a particular employee for their help.Ĭustomer support, by the way, can be compared in many ways to serving in a restaurant. For a client, support is a conversation with one live person, not with a service. So when someone asks himself how do I speak to someone at Binance, and although the support person acts on behalf of the company, they must introduce themselves to the customer and sign the response in person, and not on behalf of an abstract support person. An employee's time should only be spent on real help, not on reading, listening, and understanding. Secondly, this approach will help reduce the immersion of different employees in the "medical history" of one client. Firstly, it will allow the support specialist to feel responsibility and independence throughout the entire customer service cycle, and not just within the framework of one issue. Similar to the appointment of a PCP in hospitals, client support should be associated with employees. Reward for fully resolved issues and deny bonuses for unnecessarily shifting problems (responsibility) to other employees. No matter how conscientious the employee may be, he must have a clear understanding that his task is not to process the request as quickly as possible, not to give the maximum number of answers, not to forward the problem to the manager or administrator, but to figure out the problem on his own, solve it and leave the client satisfied. And not at all because the company is so profitable, but because the client is really better and more convenient. This is ideal support - organizing the information (knowledge base) so that the customer does not need to contact support. The ideal interface for this is to type a request in the search form on the site and find a ready answer in a minute. If a client has a question, he wants to get an answer instantly. Even if you know that they will help you, you still don't want to go anywhere, because you are lazy, because you have to wait. It is always long and generally unpleasant. Let's learn how to contact support by using Binance phone number, and on the way understand what makes customer support great.
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