Client support is often considered to come into play only after a successful conversion. However, offering potential customers a glimpse of your exceptional client support can significantly influence your sales. Customer support provides a seamless and direct way to connect with your customers. Get your affordable reseller hosting support right, and you’ll have no issues scaling your business. Get it wrong, and you will find yourself struggling to retain your clients.
Fortunately, you don’t need to invest a massive amount or build a dedicated team to deliver extraordinary customer support. With the best reseller hosting provider and effective strategies in place, you can provide the best level of support that your customers deserve. In this guide, we’ll explore the significance of having comprehensive customer support and share the steps for providing exceptional customer support.
Why do you Need Customer Support?
When a client seeks assistance, their support experience plays a key role in determining whether they remain loyal or not. Efficiently resolving client’s queries can considerably enhance your customer retention rates. Additionally, it positions you favorably to resell additional services to them.
Providing top-notch customer support might seem a daunting task; however, it’s an impactful way to stand out in the crowd and create your presence in the reseller hosting industry.
Satisfied customers are the best brand ambassadors for any business. In a world where nearly everyone demands an online presence, each happy client can rebrand your website to numerous people. On the other hand, if your support is unreliable, unfriendly, or difficult to reach, people will talk about it, potentially resulting in the loss of customers and sales.
Steps to Offer Exceptional Customer Support
No matter how economical and reliable your reseller hosting services are; substandard customer support can lead to customer dissatisfaction. It can not only harm your conversion rates but also make it challenging to entice new customers.
The great news is that with a few simple steps, you can offer exceptional support and build a loyal customer base. Let’s explore the basic steps for continuously delivering exceptional client support services.
1. Define your Support Availability
Offering support services round the clock might sound appealing. But, it’s not always possible for growing businesses with moderate resources.
It’s essential to be honest with your clients. Since the commitment to 24/7 support might seem enticing for attracting new clients, failing to deliver that promise will lead to a loss of trust. If you can provide support within a specific time, it’s essential to notify the customers in advance.
Exaggerating your capability and under-delivering can lead to a substandard client experience. It could also harm your reputation as a reputed web hosting provider. When deciding your scope of hours, it is essential to contemplate your time zone and the resources available to your client support team.
2. Multi-language Support for International Audiences
Being a hosting reseller, you have the opportunity to connect with an international audience. Around 74 percent of internet users speak a language other than English, and providing multi-language client support can immensely enhance your client base. Additionally, about 65 percent of clients prefer accessing content in their native language, highlighting the importance of offering multi-language support.
For unmatched results, it’s recommended to choose a multilingual reseller hosting provider that represents your support team. For instance, renowned web hosting providers like MilesWeb offer multi-language support to enhance the global reach of their client’s businesses in diverse geographical locations.
Native support admins can not only minimize the miscommunication and ensure that cultural decorum is maintained. This can enhance the chances of international clients viewing your support services positively and choosing your business.
3. Multi-Channel Support
Every client support ticket is unique. To illustrate, some customers may need immediate resolution if their website goes down, while others may have a more flexible time frame. In the same way, customers may choose numerous ways to access support. Many people prefer speaking with someone over the phone, while others feel more convenient consulting their technical queries through live chat.
By providing multi-channel support, you allow clients to choose the platform that best suits their business needs. This flexibility ensures a great experience from the beginning. Conversely, pressuring clients to use a specific, unsuitable channel tests their patience, even if their issue is pretty negligible.
If you’re a MilesWeb reseller, your customers will have access to a user-friendly cPanel account. You can further customize this cPanel to add your contact and support details, ensuring clients are well-informed of all available support options. With MilesWeb, clients can access the customer support through a wide range of channels such as live chat, tickets, email support, phone support, informative tutorials, and much more.
4.Take The Initiative
Leaving no stone unturned is one of the most impactful strategies to satisfy your reseller-hosting customers. Instead of responding to and resolving customer tickets, take the time to analyze and evaluate your audience’s pain points and needs. If you’re already reaching out to customers, you’re on the right track. By identifying reproducible issues and behaviours, you can recognize a specific product, offering, or resource that has a scope for improvement to enhance the user experience.
It’s always a good idea to find opportunities to interact with your clients. Social media is an ideal place to begin; here, you can also elevate client’s interaction by deploying various commenting software, like, Commentics.
This solution offers a more flexible and responsive user experience (UX), even when your comments section is flooded with countless posts and comments. Another amusing way to engage with clients is through quizzes. As a MilesWeb reseller hosting customer, Softaculous offers a myriad of quizzes, surveys, and polls.
Conclusion
Keeping your clients happy isn’t easy; however, it’s crucial for having a thriving reseller hosting business. Happy customers are more likely to renew their hosting agreements and refer your services to their network, helping you gain more customers.
To deliver exceptional client support, we recommend using a wide range of channels. For optimum results, include real-time platforms such as live chat and phone support, while lower-priority tasks can be handled through ticketing systems.
Client support is simply one aspect of offering a good customer experience. The level of web hosting service you provide can make a significant contrast between satisfied customers and frustrated calls to your support team. To ensure you’re offering the best possible support services, we recommend purchasing a hosting plan from a reliable provider like MilesWeb, which offers lightning-fast performance and an unmatched uptime guarantee.
