Support Strategy
A Support Strategy outlines how an organisation plans to assist and guide its users or customers in making the most of its product or service. This strategy encompasses various elements, including knowledge bases, customer service teams, chatbots, community forums, and more, to provide solutions to user issues, answer queries, and enhance the overall user experience.
Purpose
The purpose of a Support Strategy is to ensure users have access to the help and resources they need to overcome challenges, maximise the value they derive from the product or service, and have a positive experience. It aims to build a strong relationship between the organisation and its users, fostering loyalty and advocacy.
When executed effectively, a Support Strategy can lead to reduced churn rates, increased user satisfaction, and a stronger sense of community around the product or service.
Anti-Patterns
- One Size Fits All: Assuming that a single support channel (e.g., just email) will cater to all user needs.
- Delayed Responses: Making users wait for extended periods before addressing their concerns.
- Over-Automation: Relying too heavily on automated responses, leading to users feeling undervalued or misunderstood.