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The bad news? More than half of customers won't leave a bad review. Instead, they'll simply open a new tab and switch to your competitor. The good news? It's avoidable.
Cue, the importance of customer support.
Consider customer support the savior of user retention and loyalty. It can turn a sour experience into a sweet one by placing the right educational information in the hands of the user when they need it most.
Understanding what content to create, which materials to use, and how to introduce it to your customers will have a huge effect on customer satisfaction.
Customer support is the backbone of any successful business. It's more than just answering phones or replying to emails; it's about building and ensuring customer satisfaction at every touchpoint.
Think of it as the bridge between your product or service and the people who use it. Effective customer support can turn a frustrated customer into a loyal advocate, while poor support can quickly damage your brand's reputation.
Customer support encompasses all interactions a company has with its customers to provide assistance, solve problems, and answer questions. It can take the form of in-app guidance, FAQs, video tutorials, chatbots, documentation, and other resources.
Excellent support is usually:
The eSIM industry presents unique challenges when it comes to customer support. Support teams need to be adept at troubleshooting technical issues, and educating customers on how to use an eSIM effectively.
Comprehensive customer support requires documentation for digital activation, diverse device compatibility, and catering to a broad range of tech-savvy users.
We asked Yuri Choi, Support Manager at Airalo Partners, to share some tips and best practices for creating a robust and helpful customer support ecosystem.
Customer support content must be created strategically and with purpose. Each piece of content must answer a question a customer is asking.
For example, it's much more relevant to write an FAQ about "how to install an eSIM" than a blog post titled "5 things you need to know about installing an eSIM."
Keep records of all the questions your customers are asking in a central location. Then, prioritize creating content for the most frequently asked questions.
Most eSIM questions and frustrations will fall into the following categories:
By understanding the most common questions, you can strategically place content within the customer journey to help bypass roadblocks. For example, when sending an eSIM purchase confirmation email, include common FAQs for installation and activation.
Support materials should come in different formats to best guide the user. In some cases, a short and sweet FAQ is enough to resolve a question. In other cases, a step-by-step guide might be necessary.
Yuri adds:
"One size doesn't fit all when it comes to learning and troubleshooting. Offer a diverse range of support materials — videos, step-by-step guides, and concise FAQs — to cater to the varied learning styles and technical proficiency levels of your customer base."
Common support content formats include:
When possible, add screenshots or create video walkthroughs so users can see exactly what buttons and actions to look for. By giving users an accompanying visual, you'll save them time and enable them to solve problems quickly.
For smaller teams with limited capacity for content creation, we recommend starting with installation and activation guides. These support documents provide clear, step-by-step instructions that proactively address common user questions, reducing the need for additional support.
Centralized and accessible resources will help save time and confusion for your team and customers.
For your team, ensure there is one source of truth when dealing with customer support queries. Keep all materials, responses, and processes in a centralized location. This will avoid confusion, enhance learning from customer resolutions, and prevent employees from duplicating work.
For users, make sure customer support documents and help are always a click away. Your goal is to be the go-to source for help, so users don’t have to turn to Google — or worse, a competitor.
Make sure that all support documents are linked and well-structured to avoid overwhelming and frustrating the customer.
The more personalized the experience, the more relevant and positive it is for the user. A study by Deloitte found that brands that personalize interactions are 71% more likely to improve customer loyalty.
When dealing with customers, personalize the experience to their unique needs. For customer support, there is an opportunity to tailor eSIM troubleshooting by focusing on their mobile device, region, language, and preferred learning method.
Yuri adds:
"Instead of generic troubleshooting, focus on understanding the customer's specific device and location. Tailoring your guidance to their unique situation not only resolves their immediate issue but also builds trust and demonstrates that you value their individual experience."
It's good practice to have customer support materials localized to the target audience you are serving. By doing so, any queries they have will be found and answered in a timely manner.
When emergencies or failures occur, be proactive and timely in your response. Communicate with customers honestly and openly. Most importantly, explain the next steps so they understand what they need to do.
For example, if there has been a network failure in a region, be sure to explain the reason why and what customers should do if they bought an eSIM for that area.
To optimize time and resources, we recommend creating email templates whenever possible. For smaller teams with limited content capacity, templates streamline communication and ensure protocols are followed. For larger companies, they help maintain brand consistency across all emails.
Airalo Partners offers dedicated partner support to help your business grow and solve any problems. This support comes in the form of dedicated emails, partnerships managers, and training from our own support team.
We provide customer support workshops with your team to cover what you'll need to create to support your customers. From installation to troubleshooting, we will walk you through the steps and protocols you should create to provide best-in-class customer support.
You can also take inspiration from the Airalo Help Center. Browse the Help Center to understand what content needs to be created and how to include it in your own materials.
Great customer support builds trust and loyalty — and offering seamless global connectivity is a big part of that. As an Airalo Partner, you can provide your customers with reliable eSIM solutions while unlocking new growth opportunities.
Yes. Airalo Partners offers a customer support workshop to train your team on the basics of eSIM support and common troubleshooting procedures.
Equip your team with product and troubleshooting guides, including FAQs and step-by-step resources. Regular training sessions and simulated customer interactions can also help them confidently address eSIM-specific questions.
You should aim to update your eSIM support materials regularly to ensure accuracy and relevance. A good practice is to review and update them at least quarterly, or whenever there are significant changes in eSIM technology, device compatibility, or your own products and services.
