{"id":10605,"date":"2016-10-11T17:23:29","date_gmt":"2016-10-11T16:23:29","guid":{"rendered":"http:\/\/blog.intercom.com\/?p=10605"},"modified":"2020-07-31T21:47:16","modified_gmt":"2020-07-31T20:47:16","slug":"how-checklists-improve-customer-support","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/how-checklists-improve-customer-support\/","title":{"rendered":"How to use checklists to improve customer support"},"content":{"rendered":"<p class=\"opening_paragraph\">Customer support at a growing startup can be incredibly challenging.<\/p>\n<p>As your user base grows, and new staff join every week, it can be easy for your support team to overlook simple steps in the multitude of conversations they have every day.<\/p>\n<p>Forgetting these small details can have a big impact. In fields like medicine, where there\u2019s no margin for error, they have a simple way of making sure knowledge is applied consistently and correctly \u2013 checklists.<\/p>\n<p>In fact, checklists are said to have prevented 43 infections and 23 deaths in <em>one ICU unit alone<\/em>. These results, and <a href=\"http:\/\/atulgawande.com\/book\/the-checklist-manifesto\/\"><em>The Checklist Manifesto<\/em><\/a>, inspired many of our customer support team to write their own checklists.<\/p>\n<p>If you\u2019ve ever reached out and asked us a question, you will have experienced the results of these checklists first hand. The idea is not to revolutionize your support process, but to make the simple and consistent parts of an interaction second nature, which frees up your customer service team to focus on properly understanding your customers, and solving their problems.<\/p>\n<p>The items on your list will differ from team to team \u2013 there\u2019s no one-size-fits-all checklist for every customer support interaction. But here\u2019s an example checklist you can use to improve the customer experience and build more robust customer relationships.<\/p>\n<h2 id=\"a-6-point-customer-service-checklist-for-improving-support\">A 6 point customer service checklist for improving support<\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/10\/Questions_to_Ask_to_Write_Better_Content_Inline1.jpg\" alt=\"\" \/><\/p>\n<p>This checklist is broken into two parts \u2013 to ensure quality when opening a conversation and before closing one too.<\/p>\n<h3>1. <strong>Understand the question<\/strong><\/h3>\n<p>This might seem obvious, but guessing at an answer can waste everybody\u2019s time and make the customer interaction less productive. To be more concrete, this step could be \u201cConfirm or clarify any missing details\u201d. If you\u2019re not 100% certain what the question or issue is, how can you be confident in your response?<\/p>\n<h3>2. <strong>Know which products they use<\/strong><\/h3>\n<p>If you support multiple products, or different versions of a platform, any solution you suggest should match the user&#8217;s options.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/10\/image04.png\" alt=\"\" \/><\/p>\n<p>Again, this seems like a no-brainer, but suggesting a feature that a customer doesn\u2019t have will frustrate them, and it\u2019ll be much harder to encourage an upgrade to access said feature.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/10\/image01.png\" alt=\"\" \/><\/p>\n<h3>3. <strong>Re-read your response<\/strong><\/h3>\n<p>Every message, no matter what. This isn\u2019t just about checking for typos. Check that your tone is a good match for the person you\u2019re dealing with, and that your answer is clear and easy to understand. (<strong>Pro tip<\/strong>: Paste long explanations into Google Translate and have them read back to you. If it sounds off, tweak it.)<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/10\/image03.png\" alt=\"\" \/><\/p>\n<p>And the second half before closing a conversation:<\/p>\n<h3>4. <strong>Tag the conversation, with a category and a team<\/strong><\/h3>\n<p>Great customer support teams don\u2019t just focus on closing conversations. You need to make sure that others can find and make sense of everything the customer needs. Making sure we <a href=\"https:\/\/www.intercom.com\/blog\/customer-support-software\" target=\"_blank\" rel=\"noopener noreferrer\">tag every conversation in Intercom<\/a> with a category and a team means that the right feedback is available to the right people in the company.<\/p>\n<h3>5. <strong>Answer (or ask) the \u201cnext\u201d question<\/strong><\/h3>\n<p>If a user has raised a question that\u2019s often accompanied by a follow up, answer it now, before they ask. This is a simple way to exceed your user\u2019s expectations, and save yourself time. If you are getting customer feedback from them, use this opportunity to ask your own questions and find out more about their use case. Refer customers to self-service documents like your help center as well for more information.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/10\/image02.png\" alt=\"\" \/><\/p>\n<h3>6. <strong>Make them smile<\/strong><\/h3>\n<p>While checklists are great for making sure things are done correctly and consistently, it\u2019s important they don\u2019t turn us into robots. <a href=\"https:\/\/www.intercom.com\/blog\/real-customer-delight-isnt-over-the-top\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer delight<\/a> is so important to our team, that we make it part of the checklist itself. Whether it\u2019s a fun GIF to say goodbye, or letting them know they can reach out anytime, throwing a bit of positivity into the conversation is a critical part of customer service and makes it more enjoyable for your end user, and for your team.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/10\/image00.gif\" alt=\"\" \/><\/p>\n<p>This is just one example of how a checklist can be used to maintain focus on the finer details of your support process and boost customer satisfaction. It may not save lives, but it will help you aim for consistency in all your conversations and sharpen the customer service skills of your team.<\/p>\n<p>Whether it\u2019s a collective list written by your whole team, or a couple of lines in the back of your mind, the only thing easier than writing a checklist is following one.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Customer support at a growing startup can be incredibly challenging. As your user base grows, and new staff join every week, it can be easy for your support team to overlook simple steps in the multitude&hellip;<\/p>\n","protected":false},"author":209,"featured_media":10611,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[214,142,215],"coauthors":[471],"class_list":["post-10605","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-communications","tag-customer-support","tag-productivity"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>A 6-Point Customer Service Checklist for Foolproof Support<\/title>\n<meta name=\"description\" content=\"Checklists are one of the best ways to provide a consistent customer support experience. 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