People say that customers are always right. Although there are some people who might disagree, but you can’t deny the fact that customers are the core of every business and should be the top priority. They have the power to make or break your business.
According to research, 77% of customers are more likely to recommend a business that they have a positive experience with and 86% of shoppers will spend more for a better customer experience. This means that your customers’ happiness can help build credibility and bring in more opportunities.
As Sam Walton said:
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
So if you want your customers to be happy and satisfied, you need to step up your customer service. Here are some tips to help your business deliver the best customer experience and improve your customer service standards:
1. Always ask for customer feedback.
To deliver excellent customer service, you have to know first what they want, what they need, and what their experiences and pain points are. Some customers will walk up to you to say what they think, but most don’t.
In this case, you need to provide multiple avenues for your customers to leave their feedback. You can do this via surveys (email, phone, physical survey form, or SMS). You should also establish an effective feedback and complaint system that would deal with customer issues.
In this age of websites and social media, gathering feedback has become easier because customers can just leave comments on your pages. You can also interact with your customers directly so you can provide immediate response to their complaints or comments.
2. Have a dedicate customer service team.
Improving your customer service means employing a strong customer service team. You need people with the right skills and knowledge in handling customers. Here are some of the characteristics of every customer service rep should have:
- Patience – Dealing with different customers with different issues (and attitudes) requires a lot of patience.
- Good communication skills – Your customer rep should be able to communicate with your customers confidently.
- Knowledge – Your customer service representatives should know the ins and outs of your business and all of your products and services.
You have the option to train existing employees to handle customer service, but you probably won’t get someone with all the necessary skills and knowledge to run your team. If you want your customer service handled professionally, you can outsource this task to a customer service team.
3. Take advantage of multi-channel servicing.
Most customers prefer to buy from businesses that offer excellent customer service across multiple channels. Your customers should be able to switch between multiple devices or channels, and still enjoy consistent quality of service.
Here are some of the channels you can utilize to provide multi-channel service to your customers.
Most of your customers are probably on social media so building your own social media presence is a must. It is also where many customers leave their queries, comments, feedback, or complaints. Social media also improves your response time because you can answer queries and provide solutions to issues in real time.
Mobile device usage has long overtaken desktop usage. So make sure your business is always ready to provide quality service for customers on the go. Switch to a mobile-first website and make sure your customer service and support pages are optimized for mobile devices.
If you can’t man your customer service channels all the time, give your customers the option to fix their issues by themselves. You can set up a bot that will teach them how to troubleshoot common problems or provide an FAQ page where you can list down solutions.
4. Reward Loyal Customers
Modern consumers want personalization. It’s what drives more sales and customer loyalty. Generally, the best way to offer them a personalized experience is to run a loyalty program since it makes it easier for you to collect relevant data. And if we analyze data from client loyalty programs, we shall find out that around 79% of consumers are more satisfied with programs that offer a high degree of personalization.
So, the idea is to wow loyal clients with an experience they won’t forget any time soon, something that is really relevant to their tastes.
5. Provide Self-Help Options
Some modern consumers prefer helping themselves than going through a customer support rep or process. According to a Zendesk survey of 7,000 respondents, around 53% of people considered it was more important to be able to resolve their own service-related problems by themselves.
One way to offer self-help features is to provide access to an in-depth Knowledge Base or FAQ section. See what the most common complaints and questions are, and answer them in thorough articles and step-by-step tutorials.
Another thing you can try is using a support chatbot. Approximately 57% of respondents to a Hubspot survey confirmed they were interested in the idea of dealing with a chatbot. Plus, chatbots can help reduce customer service costs by up to 30%, according to IBM.
Customer service is one of the aspects of business that business owners should pay attention to. You have to focus on delivering fast, accurate and professional customer service solutions to every query or feedback. When you do customer service the right way, it can help build trust, boost customer loyalty, improve brand awareness, drive sales, and gain new customers through recommendations. So keep your customers happy at all times.