How to improve customer support in your Magento 2 store?

How you think is it possible to become even more close to your customers if your business is already thriving? Of course, it’s possible! Have you ever personally chatted with your customers? If not, I invite you to read this article.

It is impossible to overestimate the value of the feedback and interaction of the store with its customers. Shopping is always a two-way process. Business is thriving, and all are happy when the manufacturer or store know the wishes of their customers, and the customers are impressed by the level of service and quality of goods.

You can pretend that you already know everything about your customers and you can be convinced that what they want is not rocket science. But you can do the right thing and just ask them.

Remember how do you feel when somebody is asking for your opinion or a piece of advice. Nice feeling, right? In this way, you can feel your significance; you feel that you are noticeable, and your self-esteem rises. It's always allowing you to convey your impressions and knowledge.

Do such experiment with customers and ask for his/her advice. You can do it with the help of our module Multiple Custom Forms. Use its capabilities to create friendly relations with buyers.

If you see some problems with your customers support or just want to improve one of the segments of your business, ask your site visitors about that. The questions can vary according to the store. But all of them should help you to better understand your clients. For example, questions about the level of staff's courtesy/ quickness/ the appropriateness of the response will help to determine the level of the store support. Or this may also be a question about the general impression from communication with your operator.

You can easily make the necessary input types like Text Area or Text Field with the help of Multiple Custom Forms extension.

• Have you congratulated friendly enough?
• Did your questions answer?
• Are you satisfied with the answers?
• What would you change in our service?
• What would you like to say about our service?
• What would you like to improve?

With input types like Dropdown list or Checkbox, you can manually provide answer options to the guest and, as follows, ask questions like this:

Choose from a 10-point scale, how would you rate our service.

What exactly did you like/dislike when communicating with support? Quick answer - slowly answer. Courtesy attitude - rude attitude. Exact solutions - blurred responses. Carefulness - scattering. Competence is incompetence.

What is a set of adjectives best suited for describing your conversation with support?

Even by asking only essential questions and giving answer variants to your customers, you can find out if you need to implement new changes in the support service of your business.

Do not forget, to get a clear answer - ask a clear question.

All these and similar questions will give you a clearer picture of the level of communication with your customers at the time of purchase. In this way, by meeting customers' expectations, you can avoid abandoned shopping carts and keep your website visitors.

Of course, these different forms can be used not just for improvements to the support's quality but also for determination preferences of your buyers, discovering the product role in the customer's' life, etc. All features that you'd like to implement into your website could be discussed with your customers, in case you are not sure they'd like it. You do think you need to change something, but do not know what exactly - give your customers a poll. You can even suggest your customers leave their impressions about all the changes that have already been introduced on your website by clicking on the drop-down list or with the help of a small selection template.

Take advantage of the Multiple Custom Forms module for Magento 2, and your buyers will appreciate that.