Building Confidence With Your Customers
VeriSupport's Support Ranking (SR) program enables you to communicate with confidence your reliability as a company as well as your commitment to your supporting your customer's online experience.
Click on a link below to understand better how VeriSupport addresses the critical components of developing customer confidence:
VeriSupport's Support Ranking (SR) Program provides a number of benefits to your customers including:
Confidence in knowing that there is a dedicated support channel for addressing issues and concerns,
Comfort in knowing that they can ask a question (via phone or chat) before or after the sale that will be promptly answered,
Empowered by being able to comment in real-time on their experience, and
Confidence that you are a reliable business,
Assurance that transactions are secure,
Belief that your company is committed to engendering to building their trust and loyalty
VeriSupport's Support Ranking (SR) Program provides a number of benefits to a business including:
Communication to website visitors that support options (email, chat, and phone) are working and available as advertised,
Acknowledgement that you are concerned with your customer's opinions about your website's experience,
Communication to your users that you are a reliable, trustworthy company,
A commitment to building trust and loyalty with your online shoppers, and
Demonstration that your site, and any online transaction processing, is secure.
When you enroll in VeriSupport's Support Ranking (SR) program, our automated systems and manual process investigate and assess a myriad of factors that speak to your reliability as a company:
Status of incorporation,
Industry certification such as ISO (if any),
Years in business,
Customer complaints with industry groups (such as Better Business Bureau),
Good standing certificate from bank manager, and
Website security (for companies that accept payments online).
A significant component of building customer confidence is demonstrating your ability to assist your customers through various channels. VeriSupport's Support Ranking (SR) program utilizes a "mystery-shopping" approach to assess your live chat and phone support capabilities on a number of factors including:
Availability of the system - for example, if you indicate it's 24/7, we test that claim
Responsiveness - we test how quickly your live chat agents respond, how easy it is to get to a live agent through an automated phone menu, and how quickly we get a response from an email when your agents are unavailable
Knowledge - by posing as customers, we can evaluate how knowledgeable and thorough your agents are, representing their ability to answer your customer's questions and concerns
At the end of the day, your customer wants to know that if they have a problem, it will be address. Membership in the VeriSupport Support Ranking (SR) program includes a hosted email support form that your customers can use to request help. These support requests are logged, tracked, and timed, requiring you to address the issue as part of your SR score.