Technical Inbound Services
Inbound Customer Service Framework
AttractApplying the inbound methodology to customer service involves attracting potential new customers to your business based on resources and positive feedback from existing customers. You can attract existing and future customers to your offerings by building out a robust knowledge base and educational blog and video content.
EngageIf the self-service resources you create aren’t enough, you need to engage with customers reaching out to you by quickly triaging and responding to incoming tickets, solving their issues as quickly as possible, and providing different channels through which they can reach out for help, such as phone, email, social media, and live chat.
DelightBy delighting your customers and retaining them for your business, you can activate them as loyal advocates who will leave you positive reviews, refer friends and colleagues, and provide helpful feedback. To identify these happy customers, you should regularly deploy customer feedback surveys to gauge their satisfaction.
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Customer Service vs. Customer Support vs. Customer Success: What's the Difference?
These three terms are different — but they live on the same spectrum.
1. Customer Support
Customer support is about reacting to your customers’ needs. It’s about being there for customers, whenever they need it, whatever they need help with. At its core, customer support is transactional, and the interaction is begun and ended by the customer. Customer support is a business reacting to a customer.
2. Customer Service
Customer service is more proactive. It’s about saying to a customer “I have something for you” instead of a customer saying “I need something from you.” Service is about a business guiding the customer.
If businesses can provide both customer support and customer service by engaging reactively and guiding proactively, they’re in great shape.
3. Customer Success
Customer success is something that’s initiated by the business, and it’s doing something that a customer might not have even known they wanted or needed. It requires anticipation.
Customer success is about expanding value, for both the customer and the business, simultaneously. It might involve upselling or cross-selling by suggesting other products or services for customers that work with what they’ve already purchased. But here’s the key to executing customer success:
Businesses only earn the opportunity to do it once they’ve proved they can reactively support well and actively guide well. If you think about it, customer success is at the apex of the customer-facing pyramid, where all three come together: Customer success is the point customer teams want to reach, but they can’t get there if they aren’t picking up the phone when customers call.