Not all customer service issues are negative. Many times a satisfied customer will take the time to write you a thank you note. This is one reason why you should get into the habit of running a well oiled customer service desk. When you respond to tickets, emails and phone messages in a timely fashion, your customers will appreciate you even more.
Always respond to each ticket or message that you get sent, regardless if it is good or bad. Thanking people for taking the time to connect with you, makes your customers feel special.
You can even take this one step further by creating a Facebook or Google+ page for your business. This allows your customers a fast and easy way to connect with you.
The great thing about social sites is that they work in real time. This means that you can see immediately when someone has an issue or leaves a compliment. You want to respond to it quickly.
If your business is large you may want to use the services of a virtual assistant. It would be their job to monitor your support system itself, as well as checking your social sites for messages and posts.
On Google+ you could even create a Customer Service Circle, this would be a dedicated support system. Depending on the type of business you have you could run this system via Google Hangouts. This way a customer gets to see and talk to a real person.
Also be sure to check the type of issues you receive via your customer service desk. You may find that you get a lot of questions on the same topic. Are people having trouble putting your product together or using it in a specific way?
If so, then you should set up a Frequently Asked Questions page on your website. This would then become your first step in your customer service process. If the customer still cannot resolve their issue they would send in a support ticket.
If you are receiving a lot of ‘how to’ type questions then think about creating some video tutorials. Again, this will show the customer how to use your product without having to contact you.
By having lots of answers available on your website, you will be cutting down on the number of support issues you receive each day. This allows you to spend more time to build and market your business in other ways.