10 strategies and tactics for Customer Support

What is a Customer Support strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Crafting the perfect Customer Support strategy can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Transfer these examples to your app of choice, or opt for Tability to help keep you on track.

Building your own Customer Support strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Customer Support strategy examples

You will find in the next section many different Customer Support tactics. We've included action items in our templates to make it as actionable as possible.

Strategies and tactics for capturing more market share by providing better customer experience and lowering prices

  • ⛳️ Strategy 1: Enhance customer experience

    • Conduct customer satisfaction surveys to understand current pain points
    • Implement a robust customer service training programme for all staff
    • Introduce a loyalty programme to reward repeat customers
    • Ensure a responsive customer support system with multiple channels (phone, email, chat)
    • Regularly collect feedback and make improvements based on customer suggestions
    • Streamline the checkout process to make it as quick and easy as possible
    • Utilise CRM software to personalise customer interactions
    • Organise regular webinars or Q&A sessions to educate customers about products
    • Ensure a user-friendly website with easy navigation and relevant information
    • Conduct regular audits of customer service processes to identify areas for improvement

  • ⛳️ Strategy 2: Implement competitive pricing strategies

    • Conduct market research to understand competitors' pricing strategies
    • Analyze cost structures to identify areas to reduce expenses
    • Introduce limited-time offers and discounts to attract new customers
    • Regularly review pricing strategies to ensure competitiveness
    • Develop a value-based pricing model to showcase the benefits of the product
    • Implement a price match guarantee to assure customers of the best price
    • Use dynamic pricing tools to adjust prices based on market demand
    • Bundle products or services to provide better value for money
    • Communicate the value of lower prices to existing and potential customers through various channels
    • Monitor the impact of price changes on sales and market share and adjust accordingly

  • ⛳️ Strategy 3: Boost brand loyalty and community

    • Create a brand ambassador programme to engage passionate customers
    • Encourage user-generated content and testimonials to build trust
    • Establish a community forum for customers to share experiences and tips
    • Hold regular events (online and offline) to build a community around the brand
    • Offer exclusive access to new products and beta programmes for loyal customers
    • Develop a referral programme to incentivise existing customers to bring in new ones
    • Enhance social media presence to interact with and engage customers
    • Collaborate with influencers and partners to extend brand reach
    • Create and share educational content related to the products
    • Monitor and engage with customer reviews and feedback on various platforms
customer-experiencepricing-strategiescustomer-service-representativemarket-researchercustomer-support-teammarketing-team
Implement these strategies

Strategies and tactics for preparing for go live

  • ⛳️ Strategy 1: Conduct a comprehensive review

    • Gather all relevant team members for a pre-go-live meeting
    • Review project scope and objectives to ensure alignment
    • Create a detailed checklist of all tasks and deliverables
    • Perform thorough testing of all systems and components
    • Ensure all necessary approvals and sign-offs are obtained
    • Review and update documentation, user guides, and FAQs
    • Schedule a final quality assurance review
    • Identify and mitigate any potential risks or issues
    • Ensure all team members are aware of their roles during go-live
    • Prepare a fallback plan in case of unforeseen issues

  • ⛳️ Strategy 2: Engage stakeholders and communicate effectively

    • Create a detailed communication plan outlining key messages and audiences
    • Notify all stakeholders of the go-live date and expectations
    • Provide regular updates and progress reports leading up to go-live
    • Ensure that customer support teams are informed and prepared
    • Distribute training materials and host training sessions for end-users
    • Set up a dedicated helpdesk or support channel for go-live day
    • Prepare communication templates for potential issues
    • Ensure project information is easily accessible to all stakeholders
    • Schedule a post-go-live feedback session
    • Maintain clear and open communication throughout the entire process

  • ⛳️ Strategy 3: Monitor and support post-go-live

    • Establish a monitoring system to track performance and issues
    • Ensure dedicated support is available 24/7 during the initial period
    • Create a post-go-live support plan with clear escalation paths
    • Monitor user feedback and address any concerns promptly
    • Schedule regular status meetings to discuss progress and issues
    • Analyse system performance and make necessary adjustments
    • Document any issues and their resolutions for future reference
    • Ensure all team members are aware of their ongoing responsibilities
    • Update project documentation based on post-go-live experiences
    • Celebrate successes and recognise team members’ contributions
go-livesupportproject-managercustomer-support-agentquality-assurancecommunication
Implement these strategies

Strategies and tactics for establishing ATWOME as the Premier At-Home Fertility Care Service Provider

  • ⛳️ Strategy 1: Develop a strong online presence

    • Create a user-friendly website with detailed information about services
    • Invest in search engine optimisation (SEO) to increase organic traffic
    • Develop a blog with informative articles about fertility care
    • Launch social media profiles on platforms like Facebook, Instagram, and Twitter
    • Engage with followers through regular posts and live sessions
    • Collaborate with influencers in the fertility and health space
    • Implement online advertising campaigns targeting potential customers
    • Encourage satisfied clients to leave reviews and testimonials online
    • Create and share educational videos on YouTube
    • Maintain an active newsletter for leads and current clients

  • ⛳️ Strategy 2: Expand service offerings and accessibility

    • Research and add new in-demand fertility care services
    • Offer virtual consultations to reach clients beyond geographical boundaries
    • Develop personalised fertility care plans based on individual client needs
    • Integrate telehealth solutions to improve service delivery
    • Ensure services are available at convenient times, including evenings and weekends
    • Collaborate with local healthcare providers to refer clients
    • Implement a client referral programme with incentives
    • Provide clients with access to certified fertility care specialists
    • Offer flexible payment plans and financing options
    • Continuously gather and implement feedback to improve services

  • ⛳️ Strategy 3: Build a strong brand reputation

    • Define and communicate the brand's unique value proposition
    • Ensure consistent and professional branding across all platforms
    • Deliver high-quality and reliable at-home fertility care services
    • Develop partnerships with trusted organisations in the fertility industry
    • Host webinars and workshops on fertility-related topics
    • Participate in relevant community events and health fairs
    • Regularly publish success stories and client testimonials
    • Implement a robust customer service system for timely support
    • Monitor and respond to online reviews and feedback
    • Provide continuous training to staff for exceptional service delivery
online-presencebrand-reputationseo-specialistcustomer-service-representativemarketing-teamcustomer-support-team
Implement these strategies

Strategies and tactics for growing service revenue 3x in 5 years

  • ⛳️ Strategy 1: Expand customer base

    • Conduct market research to identify new target audiences
    • Develop and implement a targeted marketing campaign
    • Offer promotions and discounts for first-time customers
    • Create referral programmes to encourage existing customers to bring in new ones
    • Attend industry trade shows and networking events
    • Improve online presence through SEO and social media marketing
    • Collaborate with complementary businesses for cross-promotions
    • Solicit and act on customer feedback to improve services
    • Launch a loyalty programme to retain customers
    • Expand service offerings to appeal to a broader audience

  • ⛳️ Strategy 2: Enhance service quality

    • Invest in employee training and development
    • Implement a robust customer feedback system
    • Monitor and analyse service performance metrics
    • Incorporate technology to streamline processes
    • Offer customised service packages to meet diverse needs
    • Set up a quality control team to ensure consistent service delivery
    • Introduce a 24/7 customer support system
    • Create comprehensive service manuals and protocols
    • Regularly update and improve service offerings
    • Reward employees who deliver exceptional service

  • ⛳️ Strategy 3: Increase pricing strategically

    • Conduct a competitive analysis to understand market pricing
    • Introduce tiered pricing options to cater to different budgets
    • Communicate value propositions clearly to justify price increases
    • Offer premium services or add-ons for higher price points
    • Implement a gradual pricing increase plan
    • Use customer segmentation to tailor pricing strategies
    • Offer bundled services at a discounted rate
    • Monitor customer reactions and adjust pricing accordingly
    • Leverage testimonials and case studies to demonstrate value
    • Regularly review and adjust pricing based on market trends
customer-baseservice-qualitymarketing-specialistquality-control-managercustomer-supportpricing-analysis
Implement these strategies

Strategies and tactics for improving conversion rates of our app

  • ⛳️ Strategy 1: Optimise user onboarding process

    • Simplify the registration process by reducing the number of steps required
    • Include a progress indicator during the signup process to inform users how many steps are remaining
    • Add a tutorial or walkthrough to guide new users through key features
    • Implement personalised onboarding messages based on user behaviour
    • A/B test different sign-up forms to find the most effective version
    • Utilise in-app tips to help users discover important functionalities
    • Gather feedback from new users on their onboarding experience
    • Monitor user drop-off points in the onboarding flow and address issues
    • Ensure the app's user interface is intuitive and user-friendly
    • Provide incentives for completing the onboarding process, such as discounts or free trials

  • ⛳️ Strategy 2: Enhance marketing efforts

    • Develop targeted email campaigns to re-engage inactive users
    • Utilise social media advertising to reach new potential users
    • Create compelling value propositions in marketing materials
    • Leverage case studies and user testimonials to build credibility
    • Implement retargeting campaigns to re-engage users who have visited the app but haven’t converted
    • Collaborate with influencers to promote the app
    • Offer limited-time promotions and discounts to encourage sign-ups
    • Optimise app store listings with relevant keywords and appealing descriptions
    • Monitor marketing campaign performance and adjust strategies accordingly
    • Use analytics tools to track the effectiveness of each marketing channel

  • ⛳️ Strategy 3: Increase customer engagement

    • Implement push notifications to remind users of app features and updates
    • Create a loyalty programme to reward repeat users
    • Offer in-app chat support to assist users with any issues in real-time
    • Gather user feedback regularly to understand pain points and preferences
    • Host webinars or live Q&A sessions to engage directly with the user base
    • Personalise in-app content based on user data and behaviour
    • Conduct surveys to identify areas for improvement
    • Encourage users to provide app ratings and reviews
    • Create engaging content such as blogs, videos, or tutorials related to the app
    • Analyse user data to identify and focus on high-engagement segments
user-engagementconversion-ratesuser-experience-designermarketing-strategistmarketing-teamcustomer-support-team
Implement these strategies

Strategies and tactics for developing a world class service and maintenance portfolio for water treatment systems

  • ⛳️ Strategy 1: Conduct market research and competitive analysis

    • Identify key players in the water treatment service market
    • Analyse services offered by top competitors
    • Survey current customers to understand their needs and pain points
    • Evaluate global trends in water treatment technology and services
    • Gather data on pricing structures and service packages
    • Examine competitors' customer service and satisfaction ratings
    • Assess market demand for various service levels
    • Identify gaps in competitors' service offerings
    • Determine geographic regions with high demand for water treatment services
    • Collate findings into a comprehensive market research report

  • ⛳️ Strategy 2: Develop comprehensive service packages

    • Define different service levels (basic, standard, premium)
    • Create detailed descriptions for each service package
    • Include preventative maintenance checks in each package
    • Offer emergency repair services in premium packages
    • Incorporate remote monitoring and diagnostics
    • Provide annual performance evaluations and reports
    • Bundle consumables and replacement parts with premium services
    • Develop training modules for customer staff on basic maintenance
    • Set transparent pricing for each service level
    • Test service packages with a select group of customers

  • ⛳️ Strategy 3: Implement a customer-centric service delivery model

    • Recruit and train skilled maintenance technicians
    • Adopt a customer relationship management (CRM) system
    • Set up a 24/7 customer support hotline
    • Establish a feedback loop for continuous service improvement
    • Create a mobile app for easy service scheduling and tracking
    • Organise regular follow-ups with customers post-service
    • Develop a loyalty and rewards programme
    • Ensure technicians have access to the latest tools and equipment
    • Implement a quality assurance programme to monitor service standards
    • Promote the service portfolio through targeted marketing campaigns
market-researchservice-packagesmarket-analystmaintenance-techniciancustomer-supportmarketing
Implement these strategies

Strategies and tactics for contacting People Who Interacted with a Cheater

  • ⛳️ Strategy 1: Identify and Collect Contact Information

    • Review interaction logs to identify users who interacted with the cheater
    • Compile a list of usernames and associated contact details
    • Cross-reference usernames with known contact details to ensure accuracy
    • Use software tools to automatically extract and verify contact information
    • Ensure data privacy and compliance during the extraction process
    • Create a secure database to store the collected contact information
    • Double-check the database for any duplicate or missing information
    • Categorise contacts based on the level of interaction with the cheater
    • Document the reasoning for contacting each group of users
    • Prepare a backup of all collected contact information

  • ⛳️ Strategy 2: Craft and Send Communication

    • Draft a clear and concise message template explaining the situation
    • Include any pertinent details that could affect the user negatively
    • Personalise messages to reflect the recipient's level of interaction with the cheater
    • Add contact details for support and further assistance
    • Set up an email campaign to automate message sending
    • Test the message template for clarity and correctness before sending
    • Send messages in batches to manage responses effectively
    • Track email and message delivery to ensure all recipients are contacted
    • Monitor the campaign to identify any undelivered messages and reattempt
    • Plan for and handle reply management efficiently, including automated responses if necessary

  • ⛳️ Strategy 3: Follow-Up and Gather Information

    • Send a follow-up message to gather more information if needed
    • Create a survey or form for users to submit additional details
    • Ensure that the survey/form is user-friendly and straightforward
    • Monitor responses and compile a report on findings
    • Categorise responses based on the severity of interaction with the cheater
    • Follow up with users who did not respond initially
    • Analyse any patterns or commonalities in the responses
    • Evaluate the need for further communication based on user feedback
    • Share findings with relevant teams or authorities if necessary
    • Maintain ongoing communication with the users for any updates
data-collectioncommunicationdata-analystcompliance-officercustomer-support-teamincident-response-team
Implement these strategies

Strategies and tactics for recruiting agency and virtual assistant service provider growth

  • ⛳️ Strategy 1: Expand client base

    • Identify key industries that require recruiting and virtual assistant services
    • Create a targeted marketing campaign for each key industry
    • Attend industry-specific networking events and trade shows
    • Develop partnerships with industry influencers and organisations
    • Offer free webinars or workshops to showcase expertise
    • Utilise social media platforms to connect with potential clients
    • Implement a referral program to encourage word-of-mouth marketing
    • Develop case studies and testimonials from satisfied clients
    • Optimise website for search engines to attract organic traffic
    • Invest in paid advertising targeting specific industries

  • ⛳️ Strategy 2: Improve service offerings

    • Regularly survey clients to understand their needs and pain points
    • Expand the range of services offered to meet client demands
    • Invest in training and development for virtual assistants and recruiters
    • Utilise the latest technology and software to improve efficiency
    • Develop customised service packages for different client segments
    • Offer flexible pricing models to accommodate different budgets
    • Implement a quality assurance process to ensure high service standards
    • Create a knowledge base to help virtual assistants stay updated
    • Regularly update service offerings based on market trends
    • Collect and analyse feedback to continuously improve services

  • ⛳️ Strategy 3: Enhance brand visibility

    • Develop a content marketing strategy to share valuable insights
    • Create a blog with regular posts related to recruiting and virtual assistance
    • Guest post on relevant industry blogs and websites
    • Produce and share client success stories on multiple platforms
    • Engage with audiences on social media through regular posts and interactions
    • Develop a strong LinkedIn presence to connect with professionals
    • Participate in online forums and groups related to your industry
    • Create and distribute a monthly newsletter with industry updates
    • Leverage video marketing to demonstrate services and expertise
    • Host virtual events to engage with potential and existing clients
client-baseservice-offeringsrecruitervirtual-assistantmarketing-teamcustomer-support-team
Implement these strategies

Strategies and tactics for preparing for go live: migrating accounts to new portal

  • ⛳️ Strategy 1: Conduct a thorough audit

    • Review current accounts and data integrity
    • Identify and document discrepancies in account information
    • Verify account completeness and accuracy
    • Flag accounts with incomplete or problematic data
    • Organise meetings with stakeholders to discuss audit findings
    • Compile a comprehensive audit report
    • Create a plan to address audit findings
    • Assign tasks to team members to rectify discrepancies
    • Ensure all relevant data is backed up
    • Re-audit accounts post-rectification

  • ⛳️ Strategy 2: Ensure data readiness

    • Set up data migration tools
    • Perform test migrations with sample data
    • Check data mapping and transformation accuracy
    • Conduct penetration testing to ensure data security
    • Plan for data synchronisation during the migration
    • Create a rollback plan in case of migration issues
    • Schedule data migration during off-peak hours
    • Inform users of possible downtime
    • Clear data migration logs to monitor issues
    • Validate data post-migration for consistency

  • ⛳️ Strategy 3: Train and communicate with stakeholders

    • Develop training materials for new portal features
    • Schedule training sessions for staff
    • Provide FAQs and support documents to users
    • Create an escalation path for issues
    • Send regular updates to stakeholders about go-live progress
    • Gather feedback from test users
    • Resolve any issues raised by test users promptly
    • Ensure communication channels are open and responsive
    • Activate customer support for migration queries
    • Review and update training materials based on feedback
data-migrationauditproject-managerdata-analystit-teamcustomer-support-team
Implement these strategies

Strategies and tactics for gaining trust from customers

  • ⛳️ Strategy 1: Enhance transparency

    • Publish clear and detailed product information
    • Provide transparent pricing with no hidden costs
    • Openly communicate company policies
    • Share behind-the-scenes content
    • Publicly address and resolve any issues or complaints
    • Offer a platform for customer reviews and feedback
    • Regularly update customers about changes or updates
    • Ensure accessibility to customer support
    • Make FAQ sections comprehensive and easy to find
    • Showcase company values and mission openly

  • ⛳️ Strategy 2: Deliver excellent customer service

    • Train staff on effective communication skills
    • Implement and maintain a responsive customer support system
    • Respond to customer inquiries promptly
    • Personalise interactions where possible
    • Follow up with customers post-purchase
    • Provide multiple channels for customer support
    • Consistently gather and analyse customer feedback
    • Offer solutions and compensations proactively
    • Monitor social media for customer concerns
    • Recognise and reward customer loyalty

  • ⛳️ Strategy 3: Ensure product/service quality

    • Commit to high standards in product/service production
    • Regularly review and improve product/service offerings
    • Use quality materials and trusted suppliers
    • Conduct thorough testing before product launches
    • Be proactive in addressing any product/service flaws
    • Maintain consistency in product/service delivery
    • Offer guarantees or warranties
    • Utilise customer feedback for quality improvement
    • Showcase positive testimonials and case studies
    • Invest in ongoing staff training and development
transparencycustomer-servicecustomer-support-representativequality-assurance-specialistcustomer-service-teamproduction-team
Implement these strategies

Executing your Customer Support strategies

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

What's next? Try Tability's goal-setting AI

You can create an iterate on your OKRs using Tability's unique goal-setting AI.

Watch the demo below, then hop on the platform for a free trial.

Start a free trial →Learn more about Tability
Quick nav
Copyright © 2024 Tability