 Then we'll dive into what are the benefits that you will get while working in a customer support department Then we'll talk about some of the few tools that I use personally that if you use can also boost your productivity Then of course there is always a learning curve so we'll also dive into some of the helpful resources that you can follow along to improve your learning in support Now let's understand customer support and its importance So when you say customer support there is first thing that comes in the mind is about interacting with the customer Yes it is about interacting with the customers but does it just limit to interacting with customers? I believe customer support is not just about responding to the emails, chatting with the customers or talking over the phone To help to answer their questions or resolve the issue that they are facing Customer support is way more than that In simple words I believe customer support is about providing timely and pathetic help that always put customers need at first In simple words what we can say is you should always keep your customer at the first Time to address the issue and clearly communicate so that they are happy with the service that you are providing It is also an essential medium that serves as a bridge between your product company and its customers A good customer service is very important if you really want to grow your product Here are the few benefits that you get if you offer a very good customer service One is of course the growth of your product If more customers are using your product because you offer very good customer service then it will help in the growth of your product The next benefit is your product is going to be used by thousands of customers or even millions of customers probably You will have internal team who do the testing even the expert developers and very experienced QA But the real testing comes from your real user will provide very valuable insights about the box Even the future that you have never thought of can come from your customers So they are very good source of providing valuable insights about your product that you can use to improve your product The next is about a good customer service helps you to create a very positive brand image and customer loyalty The next benefit is we developer tend to do mistakes Sometimes your developer might push a code that might break a website I am sure if you have users sometimes they happen there can be fatal error Now when this happens your customers are going to be frustrated They are going to even leave a bad review if it could not solve the issue very soon But if you have maintained a very good relation with your customers and they reach out to you Hey I updated the plugin or theme and my site broke up Can you provide me what can I do to fix the issue Then if you can just say hey we are sorry for the that you are facing an issue Our developer is currently working on the issue please allow us sometimes And your customers are more likely to understand that hey mistake happens And there are many others Now this is a question that before the presentation someone asked me Can anyone even without a coding knowledge can start their career as a customer support Yes you can In fact when I started my career as a company I had absolute knowledge about code Even national knowledge I have no prior knowledge of wordpress I could join the company and then learn so even if you don't have any knowledge of wordpress You can still start your career as a customer support representative But there are certain skills soft skills that you need to acquire So let's dive into what are the skills you need The first skills that you need is how very good communication skills By communication skills I mean that you should be able to communicate clearly with your customers It's not just about writing the emails It's the way how you write your emails It's the way how you address your questions or issues of your customers For example let's take a customer name called Sagar Reach out to you and say that I am facing an issue to install your product Then there are two ways you can respond to the customers One Hi Sagar please refer to this documentation And this will help you to use our product effectively The other way you can tackle the same situation is Hi Sagar I am sorry to hear that you are facing an issue But don't worry I am here to assist you and guide you step by step These are some of the helpful resources that we have created to help you get started Here's the link to the documentation, here's the link to the video guide We understand that this might not be easy for everyone to follow But if you could provide me with the insights where you are stuck Then I can provide you with step by step how to proceed further Please follow these resources and let me know if you still run into the trouble And then you can close the conversation You see we have the same customers but the way that you communicate with the customers is slightly different And the way you communicate with your customers make a very good impact on your customers The next skill is writing skills, we know how to write This is something we have been trained since we joined the schools But it's not just about writing a plain English It's not about writing very sophisticated languages It's about writing in a way that your customers can understand One way is to write in a human tone that can be easily understandable by your customers Don't write generic robotic responses For example when you start your conversations and start with something like reading Hey good morning Sagar I hope you had a wonderful day Then you address the questions, let me know if you run into trouble Have a nice day The next day when you respond to a ticket after a weekend You can say hi Sagar I hope you had a wonderful weekend I'm back to the work and let me see the issue that you are facing And then you can address The way you communicate with the customers will have profound Impressions on how they are going to see how you interact And how they are going to see your product The next skill that I emphasize is having a self-control and a facance When you interact with the customers you will come across a different level of customers Who might be an absolute beginner Who might be really happy with the product Who might be even frustrated Or to take the level extremely You might even come across the customers who might say a bad word about your product And even abuse you That has been the case But in certain cases also you don't need to lose your temper No matter how rude or how frustrated they are Then they address the issue they are facing Use soft tone Let's take an example Someone is out to say hey I'm not happy with your product Please issue very fun Instead of sending or if you have a refund policy Instead of sending the refund policy directly You can say I'm sorry to hear that you are facing issue I'm here to assist you Can you please let me know what are the issues that you are facing And I'll be happy to jump in If you are not happy with our product Please let me know and I'll be happy to issue the refund Now If you had sent this refund ticket The customer will see that This company doesn't care about me They are not even trying to solve the issue that I am facing So why should I use this product But when you try to help them to solve the issue Then they will even who knows they might even give you a chance to solve the issue And the next skill is about attentiveness When customer is out to you You need to understand what kind of user they are And try to address the issues they are trying to ask There might be a user If you have if anyone is in the support You might come across a user That would try to install the team by going under the plugins So if you send a documentation Hey these are that and very complicated documentation They gonna feel lost So you need to understand what kind of label the user is And then craft your support ticket in a way that they can understand Take a step further If you feel comfortable just record a video and then send them The other thing you can do is Sometimes any dicks or something like that can be even taken Always experiment And of course I always emphasize how important it is to mend the decorum of your space Always use positive language like greetings Wisdom wonderful like on their festivals If you visit their website and if you really love their website Give compliments to the customers I really love either way I like the way you have used the colors And the way the typography is used is wonderful Sometimes If you notice an issue on your customers And then what they say is Hey I see that you have made a wonderful website But I noticed this tiny issue Here's the quick fix that you can follow along Now of course when you work You'll also need to have a product and take the stack knowledge This is something that even if you don't have But if you have those all 5p skills You can still join the company and learn those skills It just requires you to be fully focused and so on Now we talk about the skills that you need There are many other skills But I think those are the skills that you need to start There are certain benefits that you also get As of working in the customer support department The one benefit is very easy to start Just like I mentioned in the beginning I had absolute zero knowledge about WordPress When I was in the company And I still started my career as a supporting ton So anyone who wants to join the company As a customer support department can easily do that If you love problem solving This is one of the perfect place to join Since you will be interacting with thousands of customers You will solve the issue that they are facing So it will also help you to develop your Supposed thinking to help solve different kind of issues Then it's not just about professionally You'll also learn some of the valuable skills That will also help you personally Like interpersonal skills, empathy And also make you a very good communicator The other benefits that you get is It also opens a door for lots of opportunities Today you are working in customer support department Let's suppose you want to transition to Quality assurance engineer You can do that because you already have Very good knowledge about the product Then if you are interested into copywriting The way you interact, the relevant insights that you get You have, hey these are the things that they are doing So you can also go into copywriting You can also go into design and so on It also depends on how you leverage The insights that you get And of course if you love reading books This is one of the good books that I have read The 6 discipline of customer experience That's all If you would like to connect me on LinkedIn Here is my LinkedIn profile Now, if you have any questions please feel free to ask