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Link - https://bit.ly/3dC7cSh

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Support Handbook to build your best support
What is a support handbook and how do you write one?

Every time we are faced with a need to teach our support agents some soft skills and basics, we take it upon ourselves to write a support handbook for them. You'll certainly need one if you want to show your agents how to decipher and solve customers' real problems, while always remaining polite and friendly.

Here we will talk about what goes into a support handbook and how you write it.

A support handbook is a guide with a detailed description of how to take care of yourself, your work, and your clients' problems. Each well-written postulate is illustrated with examples to help teach new agents and improve your team's overall skills.

The purpose of the support handbook is to gather in one place all the principles of dealing with your clients, as well as all the rules of working with texts. A handbook also contains answers to some important questions, such as: What's the main role of your customer support, and how do you approach your customers' problems to satisfy them?

A support handbook therefore:
Defines who your customer is and what the main tasks of your support team are
Sets out a list of rules for how your agents should handle your customers' problems
Describes your style for chat communication

What's more essential for you here: a quick response, its eloquence, or your agents' friendliness? How not to come across as standoffish? How to articulate your thoughts well? Each support team should have their own answers to these questions, and that's why there can never be 2 identical support handbooks.

We've already written support handbooks for Finom and Anna.Money, so let us tell how we did it and how you can do it too.

Next time we will talk about the first step you need to write your own handbook. Stay tuned!

Inga Labakhua