Customer success handbook: Essential skills

Ikechukwu Ibe


It’s a no-brainer that customers are the powerhouse of a business; unplug it, and everything shuts down — the brand is lifeless. This realization shows us how delicate and relevant one customer is.

Customers can cause ripple effects with their reviews, so their importance cannot be underestimated. With a high NPS (Net Promoter Score), they become unpaid ambassadors spreading the gospel of your product, which in turn leads to an increase in your customer base.

From becoming a target audience to a lead and finally a customer, the journey to customer acquisition is not fancy. Incorporating phenomenal touch points till the final journey of using your product, users need to feel connected to the brand. The work doesn’t end there. Providing outstanding customer support while using your product is vital to customer retention.

Now that you have a solid idea of the customer let’s look at how you can become a phenomenal customer support agent.

Importance of excellent customer support

Customer support involves strategies to create an exceptional experience for the end user while using the product and services. Customer success goes beyond responding to users and solving their queries; it involves building relationships with your customers and fostering a good environment for users.

Building an excellent customer support system assures users they are seen and heard. Solving the problems encountered with the products in a timely and effective manner evokes loyalty, which is a valued currency in business. Customer support is very critical in fostering the growth of your company.

Benefits of excellent customer support

The benefits of customer support range from financial to overall company growth. The benefits include:

Brand Reputation: You can spot good brands from their customer support. The customer support team is one of the first representatives of the brand and, hence, the first line of contact for a user. By building an excellent team, your brand stands out from the crowd.

Customer Retention: how likely will users stay with your company or switch to a competitor? How they are treated determines the result. A great product and service are fantastic, and when merged with phenomenal customer support service, the brand becomes irresistible. When users love a brand, they stick around and repeat purchases. Brands with high customer retention tend to have a high NPS (Net Promoter Score), which leads to an increase in new users.

Lower Customer Acquisition Cost (CAC): customer acquisition cost is the amount of money it costs to onboard new users. With the resources and energy that go into acquisition, brands leverage existing users to save costs. Excellent customer support reduces the work and cost of acquiring new customers as existing customers become brand ambassadors.

Increase in revenue: An excellent customer support system increases customer retention, which enables upselling, cross-selling, and reselling. This strategy leads to an end goal: an increase in revenue.

Skills To Become An Excellent Customer Support Agent

Let’s debunk a myth before diving into the rudiments of the skills needed. Customer support employees are thought to be the only customer support agents. But in truth, all employees are customer support agents.

Your friends and family might not always meet the customer support team directly, so you have to stand in as a customer support agent, and having a concrete understanding of the products and services will help you solve some basic problems.

Here are the essential skills of a customer support agent:

  • Empathy: Encountering problems can be disheartening, and when users encounter problems with your products, they can be harsh and nasty. As a customer support agent, stepping into their shoes to feel the pain and frustration allows you to solve their issues effectively. Users are more drawn to a brand that makes them feel cared for and seen.
  • Effective Communication: Communication is very vital. Communicating effectively, from written to oral, is crucial as a customer support agent. Writing appropriately with the right punctuation and vocabulary sets the tone while interacting with users. Customer support agents should also ensure they communicate in appropriate tones with users.
  • Problem Solving: Customers sometimes reach out when they are unclear about their issue; it is the role of the customer support agent to decipher the why and how to solve the problems. Being proactive as a customer support agent distinguishes brands from competitors.

Wrapping up

At Grey, we are committed to investing in the training of our customer support agents. Our goal is to provide top-notch customer support while prioritizing the well-being of our users.

The role of customer support should never be underestimated, and implementing a system that fosters the team’s growth in our firm increases the quality of users’ experience.

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