Customers are the core of any business and should always be your top priority.
Satisfied customers can help you build credibility and attract more business: Research shows that 77% of customers are likely to recommend a business to a friend if they have a positive experience.
Reading: Reviews how to improve customer care system list
and, that’s why you need to focus on keeping your customers happy and satisfied with great products and great service.
Mckinsey & the company says that:
“Today’s consumers don’t just buy products or services; increasingly, their buying decisions revolve around buying an idea and an experience.”
in fact, according to a study conducted by walker, by 2020, customers will value experiences more than prices and products, and 86% of shoppers will spend more for a better customer experience.
so if you want your customers to like you, you need to give them the best experience every time. here are four strategies that can help you improve your customer service standards.
1. look for customer feedback
To provide great customer service, you must first understand their needs, experiences, and pain points.
for these, you need to make sure you provide your customers with multiple ways to share their feedback. You can do this through telephone surveys or a feedback form sent by email. Apart from surveys, you can also set up a complaint system, which will allow your customers to raise their issues in a better way.
This will let you know all about their good, bad and ugly experiences when interacting with your brand. Through this, you get real insight into what you are doing well and what areas need improvement.
Connecting with your customers to gather feedback also has another important benefit: it makes them feel that you value them and are willing to solve their problems. this can help establish trust and may even prevent them from sharing their concerns or negative comments on social media.
See also: Review of Care.com Babysitting Site: One Nanny’s Experience – WeHaveKids
As an example, web hosting service provider siteground invites its customers to provide feedback 24/7 through three different channels: tickets, live chat, and phone.
2. strengthen your customer service team
Improving your customer service starts with building a strong customer service team. this is how you can strengthen the performance of your service.
recruit and train professionals with the right skills
no amount of artificial intelligence tool or element will make up for a lack of skilled labor – when hiring people for your customer service team, you need to look for people with the right skills.
You should also organize training sessions for them to improve their skills once they are on board. Some notable skills that every customer service representative should have are:
- Empathy and Patience: A customer service representative has to deal with different types of customers: some may be upset or confused, while others may have many questions. a customer service representative must deal with all of them patiently and professionally.
- Good communication skills: The people you hire should be confident and possess excellent communication skills. they must be able to convey what they want to say in a positive way and must strive never to end conversations in a way that leaves the customer dissatisfied.
- Knowledge: Make sure your customer service representatives have complete knowledge of your products, services, and pricing plans. if they’re not sure about something, it’s better to say “I’ll get back to you after consulting with our product team” than to provide incorrect information.
- provides useful information about your customers that can help you understand their needs, sell faster, and provide a personalized experience for each customer.
- enhances customer interaction and engagement, helping you build lasting customer relationships.
- Your sales and service teams can work more closely, eliminating the chance for confusion.
- Your customers get access to what was promised, which improves customer satisfaction.
- Most of the crm platforms can be accessed on various devices such as desktops, laptops and mobile devices. so you can help your customers at any time from anywhere in the world.
- Mobile devices: People expect good support services when they’re on the go. You need to make sure your customer service and support pages are mobile-ready to meet your expectations.
- Social Media: Many consumers turn to social media (especially Twitter) for customer inquiries and complaints. You must use the power of social media to bridge the gap between you and your consumers. improve your response times on social media inquiries and provide effective solutions to your customers.
- Self-Service: Many customers expect brands to help them fix minor issues themselves and often look for such solutions on FAQ pages from your website. your FAQ pages should provide easy-to-understand solutions to all common problems.
track the performance of your customer service representatives
Not sure exactly how skilled your customer service reps are? you should ask your customers about their experiences dealing with them.
siteground asks customers to rate each customer service representative that serves them.
once a customer rates the representative from one to five stars, the site redirects them to leave a review.
you may use the information from such ratings and reviews to track the performance of each customer service representative.
appreciate the good work
See also: How to Delete Your Care.com Account 6 Alternatives to Finding the Best Care for Your Family
You should also try to recognize the efforts of your customer service teams who deliver high levels of customer experience and satisfaction.
You can reward your best employees with incentives or gifts; this will encourage and motivate your employees to achieve their customer service goals.
3. use crm platforms
many companies struggle to establish effective coordination between different teams, which often leads to customer dissatisfaction.
To overcome this problem, companies can streamline their workforce processes using smart crm platforms. such systems help ensure that everyone is on the same page, which is important for setting high standards of customer service.
some of the benefits of using smart crm software are:
4. take advantage of the multi-channel service
Some 69% of US adults prefer to buy from brands that offer consistent customer service across multiple channels, which is why brands need to provide omnichannel communication options.
You must allow customers to switch between multiple channels while enjoying consistent quality of service. this can help improve your brand’s reputation and credibility.
Here are some best practices to help you deliver great multi-channel service to your customers.
final thoughts
even if your customer reviews are good, there’s no such thing as being overly customer-friendly – there’s always room for improvement.
You should constantly focus on improving your customer service standards. Great customer service can help you build trust, improve brand awareness, gain customer loyalty, drive sales, and attract new customers through valuable recommendations.
Keeping your customers happy is more important to your business than anything else. make sure you provide 100% customer satisfaction both online and offline.
See also: 5 Effective Customer Service Tools & Software for Your Business
