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10 strategies and tactics for Customer Support

What is 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.

How to write 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 developing an integrated operations strategy

  • ⛳️ Strategy 1: Align HR resources with operational goals

    • Identify key operational objectives and metrics
    • Assess current HR capabilities against operational needs
    • Develop a workforce plan aligned with operational objectives
    • Implement training programmes to bridge skill gaps
    • Introduce performance management systems to align HR with operations
    • Establish clear communication channels between HR and operations teams
    • Incorporate flexible workforce arrangements to meet operational demands
    • Develop a talent acquisition strategy focused on critical skills
    • Regularly review and update HR policies to support operations
    • Set up cross-functional teams to facilitate HR and operational integration

  • ⛳️ Strategy 2: Enhance customer and sales support integration

    • Map the customer journey to identify support touchpoints
    • Integrate customer feedback loops into operations planning
    • Align sales targets with operational capacity planning
    • Train customer-facing teams on operational processes
    • Implement technology solutions to streamline customer support
    • Design an escalation process for issues impacting operations
    • Coordinate regular meetings between sales, customer support, and operations
    • Develop SLA agreements for customer support responses
    • Create dashboards to monitor customer support performance
    • Continuously evaluate customer support effectiveness against operational goals

  • ⛳️ Strategy 3: Implement robust risk management into operations

    • Conduct a comprehensive risk assessment of all operations
    • Identify and prioritise key operational risks
    • Develop risk mitigation plans with assigned responsibilities
    • Integrate risk management into the strategic planning process
    • Use scenario planning to prepare for potential operational disruptions
    • Establish a risk monitoring and reporting system
    • Conduct regular risk management workshops with staff
    • Train employees in risk awareness and response procedures
    • Review and update risk management plans quarterly
    • Benchmark risk management practices against industry standards
integrationperformancehr-managersales-manageroperationscustomer-support
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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
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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
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Strategies and tactics for growing telecom managed services in Middle East and Africa

  • ⛳️ Strategy 1: Localising services and offerings

    • Conduct market research to understand regional needs and preferences
    • Develop customised service packages for specific countries
    • Hire local experts who understand the telecom regulations and market dynamics
    • Translate marketing materials and websites into local languages
    • Partner with local businesses for joint offerings
    • Implement local payment methods
    • Adopt culturally relevant branding and messaging
    • Ensure compliance with local telecom regulations
    • Attend regional telecom conferences and trade shows
    • Gather feedback from local customers to continuously improve offerings

  • ⛳️ Strategy 2: Forming strategic partnerships and alliances

    • Identify potential local partners in the telecom sector
    • Approach regional telecom operators for collaboration
    • Engage with government bodies and regulatory agencies
    • Create joint ventures with local service providers
    • Leverage existing relationships to expand market reach
    • Develop co-branded marketing campaigns with partners
    • Share resources and expertise with partner companies
    • Establish a formal partnership onboarding process
    • Review and renew partnerships annually based on performance
    • Collaborate on developing innovative solutions tailored for the region

  • ⛳️ Strategy 3: Enhancing customer support and service quality

    • Set up 24/7 customer support centres in key locations
    • Train customer service teams in local languages
    • Implement cloud-based customer service solutions
    • Develop a comprehensive service-level agreement (SLA) framework
    • Monitor and analyse customer feedback regularly
    • Introduce a multi-channel customer support system
    • Invest in continuous employee training and development
    • Conduct regular service quality audits
    • Offer personalised support and high-touch customer service
    • Create a robust escalation process for faster issue resolution
localising-servicesstrategic-partnershipsmarket-researchercustomer-service-managermarketing-teamcustomer-support-team
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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
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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
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Strategies and tactics for building Easy & Compelling Discovery on walmart.ca

  • ⛳️ Strategy 1: Enhance category-specific shopping tools

    • Implement advanced filtering options by price, customer ratings, and brand
    • Introduce a 'Best Seller' and 'Top Rated' badge system in each category
    • Develop a category-specific recommendation engine based on browsing and purchase history
    • Create thematic shopping guides and seasonal trends within each category
    • Incorporate video reviews and unboxing videos for top-rated products
    • Launch a live chat feature for product-specific inquiries
    • Deploy user-generated content specific to categories such as customer photos and tips
    • Enable wishlist and registry features tailored for different categories
    • Develop a mobile-friendly interface focused on category navigation
    • Regularly update category landing pages to highlight new arrivals and exclusives

  • ⛳️ Strategy 2: Improve trust and transparency with marketplace businesses

    • Implement a transparent seller rating system based on customer reviews
    • Create detailed seller profiles including company history and policies
    • Establish a 'Verified Seller' programme for high-quality marketplace businesses
    • Develop a mediation and resolution centre for dispute handling
    • Offer educational webinars for sellers on best practices and compliance
    • Include a marketplace guarantee programme for enhanced purchase protection
    • Provide real-time tracking and updates for marketplace orders
    • Encourage sellers to use Walmart fulfillment services for better reliability
    • Highlight top-performing marketplace businesses in a dedicated section
    • Offer regular feedback and analytics reports to sellers to improve their service

  • ⛳️ Strategy 3: Expand and support the seller platform

    • Streamline the seller onboarding process with step-by-step tutorials
    • Develop a detailed seller handbook covering all operational aspects
    • Offer a 24/7 helpline and dedicated account managers for seller support
    • Implement AI-driven tools for inventory and order management
    • Launch a seller community forum for advice and networking
    • Introduce promotional tools allowing sellers to create special offers and discounts
    • Provide detailed analytics on customer behaviour and sales performance
    • Organise quarterly virtual conferences for seller engagement
    • Integrate with popular ecommerce tools like Shopify and Magento
    • Run marketing campaigns to highlight unique products from marketplace sellers
discoverytrustdeveloperscustomer-supportmarketingproduct-management
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Strategies and tactics for building a three-sided marketplace to surpass Uber Eats in India

  • ⛳️ Strategy 1: Leverage local partnerships

    • Research popular local restaurants and eateries to approach for partnerships
    • Offer competitive commission rates to attract restaurant partners
    • Collaborate with local food bloggers to promote restaurant partners
    • Develop exclusive deals or discounts with local restaurants
    • Identify local influencers to promote the platform
    • Establish partnerships with local delivery services
    • Use geo-targeted marketing to increase local awareness
    • Set up initial meetings with potential restaurant partners
    • Create a unique value proposition tailored to local needs
    • Launch a campaign to promote partnership successes

  • ⛳️ Strategy 2: Enhance delivery efficiency

    • Recruit experienced local delivery personnel
    • Implement a robust training program for delivery partners
    • Develop an AI-powered route optimization tool to reduce delivery times
    • Introduce cashless payment options for seamless transactions
    • Install a real-time tracking system for customers and delivery partners
    • Set clear service level agreements for delivery partners
    • Offer incentives for high-performing delivery partners
    • Create a feedback loop with delivery partners for continuous improvement
    • Ensure delivery personnel are well-equipped for different weather conditions
    • Conduct satisfaction surveys to gather feedback from customers and partners

  • ⛳️ Strategy 3: Develop a customer-centric platform

    • Gather user feedback to improve the user interface and experience
    • Implement a loyalty program for frequent customers
    • Offer personalization features such as recommendations based on user history
    • Develop a mobile-friendly platform for widespread accessibility
    • Introduce a customer support chatbot for quick assistance
    • Regularly update the platform with new features and enhancements
    • Host customer appreciation events or promotions
    • Utilise predictive analytics to anticipate customer needs
    • Ensure a simple and intuitive ordering process
    • Address customer concerns promptly through a dedicated support team
local-partnershipsdelivery-efficiencydelivery-partnercustomer-support-agentmarketing-teamtechnology-team
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Strategies and tactics for executing a Go-To-Market strategy for Minio in the public sector

  • ⛳️ Strategy 1: Identify key public sector opportunities

    • Conduct thorough market research to understand public sector needs
    • Identify government agencies and departments with high data storage demands
    • Assess compliance and regulatory requirements specific to the public sector
    • Map out decision-makers and influencers within target agencies
    • Determine budget cycles and procurement processes
    • Collaborate with industry experts to refine public sector insights
    • Evaluate existing public sector contracts for potential synergies
    • Identify geographic regions with growing public sector investment
    • Utilise case studies of successful public sector implementations
    • Analyse competitors' public sector engagement strategies

  • ⛳️ Strategy 2: Develop tailored solutions for the public sector

    • Create a product offering that complies with government regulations
    • Develop specialised security features for public sector data protection
    • Implement customisable solutions to meet diverse agency needs
    • Offer flexible pricing models aligned with public sector budgets
    • Ensure seamless integration with existing government infrastructure
    • Provide dedicated support for public sector clients
    • Gather feedback from pilot projects to refine offerings
    • Highlight cost-effectiveness in public sector solutions
    • Develop partnerships with public sector technology consultants
    • Craft marketing messages that resonate with public sector priorities

  • ⛳️ Strategy 3: Establish strong relationships with public sector stakeholders

    • Attend industry conferences and forums related to public sector innovations
    • Organise webinars and workshops targeting public sector professionals
    • Build partnerships with government-focused vendors and associations
    • Develop a public sector advisory board with industry leaders
    • Engage with public sector technology influencers on social media
    • Host roundtable discussions with government decision-makers
    • Provide training sessions for public sector IT teams
    • Initiate pilot programs with select government agencies
    • Offer free trials or proofs of concept to interested agencies
    • Create thought leadership content focused on public sector challenges
public-sectorcompliancemarket-researcherproduct-developersales-teamcustomer-support-team
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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
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How to track your Customer Support strategies and tactics

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.

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:

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