No matter what size your business is or what type of industry you belong to, your customers should always be on top of your list. As a business owner, establishing a good relationship with your customers is a must.
Likewise, nurturing and maintaining loyal customers are essential in achieving your business goals.
Of course, these all will not be possible without working on providing the best customer service you can offer your customers. More so, all you need is to utilize the right customer service tools and strategies and you are ready to conquer the market world!
How customer service works
Customer service refers to the support and services you provide your customers before, during and even after they have done business with you. The objective for customer service is to be able to offer people the best customer experience possible.
More so, being able to achieve your customers’ satisfaction is critical in retaining your customers, especially in your business growth.
Traditionally, organizations carry out their customer services through call centers, specifically via inbound and outbound calls. But with our modern day’s technological innovations and the availability of the internet, companies are able to leverage these breakthroughs in supplementing their services.
Thanks to today’s modernizations, business owners like you are given an array of options to engage and interact with your patrons. You can hire in-house agents or partner with an outsourcing firm like SixEleven BPO to access highly-skilled teams that can handle a wide range of customer service functions for your business.
Customer service at present can be executed through omni-channel communication platforms like social media, text SMS, live chat, voice calls, email, and more.
Obviously, your customer service will not be functional without your agents or representatives. They serve as the first point of contact between your customers and your business.
Ways to create a kickass customer service strategy
The overall market industry has always remained cutthroat. To stay ahead of your competition, you need to amp up your customer service. Not to mention, customers today aim for perfection. Poor customer service is the number one deal breaker in their buying decision.
Your customer service should be effective and cohesive. This is why you need to create a kickass customer service strategy.
Now, to help you plan out, here are three ways you can do so:
Establish a customer services vision
As more and more organizations adapt a customer-centric approach to doing business, note that it should always start with leaders. Meaning your agents should not only be the one to put customers first, it has to begin with the upper management all the way to the staff.
Looking for better ways to increase your profits and extend your margins is necessary for your business growth. However, you should always take into account your customers’ needs, concerns, and wants
More so, it should also be reflected in your company’s policies, offerings, and most especially, your services.
Always set clear and attainable goals that revolve around your vision. You may begin by listing down desired goals and plan out how to incorporate it into your customer service and support.
Another thing to consider is to set guidelines so each member of your entire team will have the same perception towards your customer service.
Build your team
To help you ensure that your customer strategies are implemented smoothly and effectively, you need to have the right people.
In hiring the right candidates, remember that a person may possess all the skills and experience for a certain position. However, it will all be useless if the candidate does not fit in your company’s culture and ideals.
Six customer service strategies to supplement your customers’ satisfaction
Now that you have your goals aligned, it is time to lay out which customer service strategies to implement.
We have outlined six strategies to help you make sure that you win your customers over:
Empower your staff
Happy employees equate to happy customers. When your employees feel valued and respected, they will be encouraged to go above and beyond.
Recognize your staff’s hard work and implement programmes that will showcase their potential. You also need a suitable career plan structure for your employees.
Customer loyalty is essential
Yes, customer loyalty is very important as it is cheaper to retain and maintain customers than attaining new ones. Take note that loyal patrons will most likely recommend your brand to other people. Further, a loyal customer base allows you to generate more profit.
Personalize customer experience
Make use of tools that enable your agents to have access to your customers’ information. Your tools should also be able to provide agents with your customers’ interaction history, support requests, and more.
This series of information will help your agents offer personalized support or solutions to your customers.
Welcome your customers’ complaints with open arms and use it to your advantage. Consider these complaints as a free source of market research.
However, in handling customer complaints, ensure that your agents are able to successfully resolve them and avoid repetitive complaints.
Device the right KPIs
Have a list of your Key Performance Indicators (KPIs) that will help you calculate all your customer service efforts. Your KPIs should always include the following: first call resolution, average time in queue and average abandonment rate.
You also have to ensure that you make use of the right software and tools that meet the needs of both your customers and representatives.
Why do you need customer service tools?
Utilizing the right tools enables your agents to execute their tasks smoothly and efficiently. If agents are able to function effectively, they will be more focused on their jobs at hand, more so, easily respond to customers faster.
Top customer service tools
Making use of the right tools will serve as your edge amongst your competitors. Moreover, it will also help in amplifying your over customer service performance.
Below we have eight customer service tools you can integrate into your system:
Businesses now have to be accessible everywhere through mobile devices. A lot of customers these days make purchases through their mobile devices. On top of that, your mobile app helps you directly connect with your customers.
Having a mobile app has also a huge impact on your customers overall user experience. Seventy percent of people that are able to search your brand on their mobile devices are most likely to make online purchases within the hour. It does not only help you achieve your customers’ satisfaction but it also helps you promote brand awareness.
Live chat support is perhaps one of the best customer support tools available today. Customers these days demand a quick response when it comes to customer support. Live chat lets your agents respond to customers real time.
According to statistics, 60% or customers say that they will return to a website that has live chat support.
SaaS call center
While mobile apps are great for online purchases, some people still prefer to talk to agents through voice calls before deciding to buy a product or service. Software as a Service (SaaS) supports call shift solutions, analytics, CRM through cloud.
Customer satisfaction surveys
Customer Satisfaction (CS) surveys are one of the most effective ways of collecting customer feedback. CS helps you gage customer satisfaction, also their thoughts towards your products and services.
It helps you better know and understand your customers and improve your products and services according to the valuable insights you have collected.
Email automation, specifically behavioral-triggered emails, allow you to provide a more personalized customer experience. Examples of these emails include customers that – subscribe to your newsletter, make a purchase, leave an abandoned cart, or download your eBook.
Help ticketing system
A help ticketing tool helps you avoid frustrated customers as they are able to have immediate answers to their issues. As for certain problems that require time to be resolved, customers are able to track their ticket’s progress.
Customer portals grant your customers their own personal account within your website. This gives your customers the freedom to track their orders, view order histories, save favorite items, as well as ask for personalized assistance.
With customer portals, they can also be able to resolve issues or get answers to specific questions on their own. Further, it also allows them to review their purchase histories, invoices, and more.
A reporting tool lets your team collect, analyze, and monitor data and information across all your different tools. A reporting tool functions as a single, interactive dashboard that shows your metrics, as well as insights you can utilize to measure your bottom line performance.
This helps you make informed decisions to enhance your overall customer service and support.
Excellent customer service is what sets you apart from your competitors. It helps you establish a good reputation not just with your customers but with the entire marketplace. Well satisfied customers will promote your brand to their friends, family, and other people. More so, they will also be encouraged to do more transactions with your business alone.
Besides acquiring a loyal customer base, having excellent customer service will attract more people to be a part of your business. With the right customer service tools and strategies, you are now ready to conquer the marketplace by storm!