In today’s fast growing and competitive fleet management/telematics industry, having a quality product essential… but so is having an excellent customer support system. Your ability to provide support as a service to customers is pivotal. You must strive to support your:
- Current customer base: Keep your current customers happy, and continuously build and enhance brand loyalty
- Returning customer base: The next time the customer needs a new product or solution, your brand should be top of mind
- New customer base: Excellent customer service means having a good reputation. Combining this with a great product will create new business.
Here are a few tips for supporting your solution:
1. Know the Product
It is much more difficult to sell something unfamiliar. Learn the product, use the product, and train other employees/members of the business about the product. A deeper understanding of what you sell will undoubtedly help you support it.
2. Establish Effective Communication Lines
Excellent communication is key to support. Set up an easy-to-use support system for the customer, such as an e-mail address and/or phone system. The easier it is for the customer to reach the business, the easier it is for the business to provide support. Always be sure to listen to the customer.
3. Go The Extra Mile
Follow up with the customer, and strive to be proactive by checking in every now and again. Help even if there is no direct profit. Even if all seems well and there are no complaints, such service and extra effort will be appreciated.
4. Use Your Resources
Many manufacturers, such as Geotab, provide higher-level support as well as a library of information (web links, documents, mailing lists, and other media). Use these tools at your disposal to support your customers as well as stay abreast of what’s new and happening in the industry. This will allow you to stay one step ahead and keep your customers informed.
Implementing the tips above will help your business grow not only by keeping your current customer base happy, but also by providing an outlet for attracting new customers. Contact Geotab to learn more about any current or existing product or solution, or to use our own support system for resellers. You can even schedule online demos to see solutions in action.