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Customer Support Services

While we’re sure you don’t need the definition for customer service, we’re going to kindly remind you. Customer service is defined as “the assistance and advice provided by a company to those people who buy or use its products or services”. We know what you’re thinking – is there a difference between customer service vs. customer support? And yes, there is (sort of). Customer support is a much more modern term used nowadays and focuses more on technical support whereas customer service is more of an actual department. Regardless of the definitions, we know you care deeply about both but sometimes you just need a little extra help providing that high-quality level of support and that’s okay! That’s why New Media Services exists – to help companies like yours expand their customer satisfaction with experienced and dedicated customer support teams. From technical customer support to processing refunds, we can work together to deliver world-class customer service.

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What Is A Customer Support Service?

Support teams are extra support for your customer support team. They help with your customer service responsibilities and interact with customers just as you normally would in-person or over the phone like processing refunds, answering inquiries, handle customer support tickets, and much more. While you may be outsourcing customer service, that doesn’t mean high-quality customer care is compromised. Support teams are trained to handle all situations and care just as much about servicing the customer as you do. After all, the single most important factor in succeeding can lie solely in your customer service department. When you work with customer support agents, you can work together to improve the overall customer experience, customer satisfaction, and even your conversion rates.

Our Customer Support Agents Are Highly-Trained Professionals

Curious about the services our customer support team can provide for you? Here are just some things New Media Services can do to help you juggle your customer inquiries and improve customer experiences:

Voice Support

Voice support offers you the opportunity to have customer inquiries answered outside of office hours quickly and efficiently. They’ll be rerouted to our toll-free phone number to speak to one of our professional and friendly customer service agents who can provide personalized customer service support. These services will include:

  • Real-time support and updates
  • Inbound and outbound voice support
  • A customizable call reporting system
  • 24/7 support
  • Quick responses
Voice support process
order verification process

Order Verification

Improve your customer satisfaction even more with real-time order verifications once they’ve purchased a product or service. Our highly-secured order verification service is well-structured and reliable so any frauds can be detected immediately. But that’s not all. This service will also allow your business to:

  • Provide 24/7 customer service
  • Manage Purchases
  • Flag invalid IP addresses
  • Support customer inquiries like returns, corrections, cancel shipments, etc.

Customer Support Tickets

Customer support tickets help to record interactions between customers and customer service agents, meaning everything they’ve communicated about is logged as well as inquiries via email. In other words, you can easily manage, store, and organize inquiries to improve customer experiences 24/7. Other features include:

  • Accommodation for multiple accounts at once
  • Store resolved tickets to lean back on for similar inquires
  • Highly-secured system
  • Real-time reporting and updates
customer support ticket process
refund payment process

Refund Payments

What better way to handle all your money transfers than with a credible and reliable operations team? This all-in-one refund management and refund-payment processing system will efficiently deliver rebates and refunds through their preferred payment option, as well as:

  • Provide worldwide coverage
  • Process payment solutions in multiple currencies
  • Offer express payment solutions
  • Cost-effective services

Escalation Management

Escalation management solutions offer you peace of mind knowing customer complaints are being handled in a timely manner by highly-trained professionals. Our customer service teams offer tactful, resourceful, and businesslike customer support solutions for frustrated or difficult customers so the situation can still be taken care of efficiently. Other features include:

  • Inbound and outbound call services
  • Real-time reporting
  • Professionals who can handle high-stress situations
  • A level of understanding and care to avoid unhappy customers lowering your customer experience rating
escalation management process

Benefits Of After-Hours Customer Support

Customer experience is something every business owner aims to improve every single day. Even when you have a high customer satisfaction rating, there are always ways to further improve yourself, your business, and the solutions you provide for your customers in their time of need. But one of the problems you’re facing is your business hours. You may work a typical 8-4 or 9-5 job, so who takes care of customers’ after-hour inquiries?

If you haven’t considered hiring a customer support team, you should start. There are many benefits to having 24/7 customer support so you no longer have to worry about closing your doors for the day and watching your customer service satisfaction rating decrease. When you hire our multilingual customer service team, you’re hiring a team of trained professionals who deliver reliable, flexible, and trustworthy care whenever you need it. Are you ready to reap the rewards? Here are ways you’ll benefit from having 24/7 customer support:

Continuously Improving Customer Service Satisfaction

We know we’ve said it before, but we’re going to say it again. You may already have a high customer satisfaction rating, but if you want to keep it that way, you’re going to want to look for ways to continuously improve yourself and your business. That could mean having 24/7 customer service so they’re not just limited to contacting you inside your regular business hours. Providing your customers with an instant solution the moment they need it can keep your customer satisfaction score high. This can also help to increase your online presence, website traffic, and conversion rates.

Monitor Customer Support Efforts

One of the best things about using a customer service software is that everything can be stored in one place. All customer inquiries, complaints, and resolutions are one click away. This can be a great way for your team to fall back on a specific resolution should a similar situation come up and they aren’t sure how to handle it. This is also a good opportunity to track employee performances, progress, and customers’ positive or negative experience.

Improved Reputation

The more potential customers know how dedicated you are to your customer service department, the more that’s going to be appreciated and they’ll turn into paying customers. Word also gets around too! By providing your current customers with exceptional customer support, they’ll spread the word to their friends and family who will know they can trust your product or service right off the bat as a new customer.

It’s A Time Saver

The more your business grows, the more your customer service department will have to as well. This is why we provide a team that’s fully ready-to-go to handle various customer inquiries at once. This saves you valuable time from having to sort through all the inquiries and possibly see your customer experience rating decrease. In order to save even more time, templates can be used to ensure all responses are professionally written, free of mistakes, and the tone of voice remains the same with each customer support agent.

Customer Support For Every Industry

Regardless of the industry you specialize in, we have a trained support team who can handle all aspects of your customer service department. Whether your customers are requesting refunds, rebates, have a general customer support question, or complaint, our support agents are fully trained and qualified to provide the necessary support when you need it most. Are you ready to show your customers you’re dedicated to providing them with exceptional service 24/7? Are you ready to continuously improve your customers’ experience and satisfaction rating? Then you’ve come to the right place. Let’s discuss how we can help you today.