Before a customer ever gets in touch with your team they’ll have already formed expectations about your company, your support team, and your product. Your job is to influence these expectations before the customer ever reaches out. Intercom makes this easy for you. 

Introduce your team

If you want the support experience to start on a good footing, you should make it obvious how customers can get in touch. It’s important to create an inviting team intro to tell your customers who your team are and how you can help. 

How to handle mismatched expectations

In the vast majority of cases, customers just need an answer to their question. If it is delivered in a timely fashion, then the conversation ends effortlessly. But if there is a mismatch between what you can offer and what a customer is expecting, you need to take control of the situation. For example, if a customer requests VIP support but they’re on your basic plan you can tell them: 

  • What you can do (maybe you can jump on a Skype call and give them a tutorial).

  • And when you’re going to do it (whether that’s today or next week). 

Pro tip: Don’t shy away from letting a customer know that their request isn’t reasonable or isn’t something that you can commit to building.

Now that you know how to manage your customer’s expectations, it’s time to start answering their questions in context. Learn how to answer your customer’s questions in a more personal way.

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