If you don’t do your research, then you won’t know what your customers want. After all, technology has changed the way companies interact with their customers. For example, chat support has gained a lot of steam and helps businesses provide better customer service.
There are an unlimited amount of tips you’ll hear when it comes to bettering your customer service, but businesses should incorporate the customer service strategies below, regardless of what product or service they provide.
Train your employees
Teaching your employees how to handle customer disputes needs to be part of the training process, as does incorporating proper customer service. Bad customer service can lead to bad reviews and a loss of customers.
Not everyone is an expert in providing customer service, and there’s a lot of psychology that goes into quality customer service. Therefore, it’s important to map out what good customer service looks like and your values during the training process. It saves time in the long run, and ensures that your entire team is excellent in this department.
Give customers different options to reach you
Not everyone likes to talk on the phone and the same thing goes for email. It’s important to give your customers different ways to reach your business. In this day and age, you can even allow customers to reach you on social media.
The more options you provide, the better. Everyone is different and giving your customers plenty of options to reach you will expand your net, so to speak. Not to mention, if you only have one option, then a customer might not be able to reach you in a short period of time, and your inbox or voicemail could quickly start filling up.
Respond as fast as possible
Fast response times lead to good reviews, and when you look at digital marketing experts like Straight Marketing LLC reviews, it shows. While you don’t want to rush the process when you’re in the act of responding or talking to a customer, you should try to respond in a timely fashion (stating how long it usually takes to respond, such as “less than 24 hours”, is also beneficial).
If you can respond in a timely manner and solve the issue promptly, then your customers won’t hang up the phone with more questions than answers. If the opposite rings true, then they might leave a bad review that not only includes their initial problem but also points out how incompetent customer service was in solving that problem.
Make your website user-friendly and easy to navigate
Customer service covers many different departments — it’s not just you speaking with your customers face to face or on the phone. If your website isn’t mobile or user-friendly, then that will just make it more inconvenient for your customers. It could even lead to them choosing another company altogether.
If your customers can’t find what they’re looking for on your website because it’s cluttered and not user-friendly, and if it’s not mobile-friendly and therefore slow and clunky, then your customer service department takes a hit and you lose customers.
Employees should know your product or service
This should go without saying, but if your employees don’t understand your product or service inside and out, then they won’t give proper answers to customers’ questions. Not to mention, it gives off a vibe that your employees aren’t invested in your company, and they come off as unprofessional.
Incorporate new ways to give back to your customers
Take your customer service to the next level by always brainstorming (and then implementing) new ways to give back to your customers, whether it be seasonal sales, free shipping when a customer spends a certain amount, or incorporating a product or service that makes their lives easier.
These are just some of the tips we encourage business owners to follow to take their customer service game to the next level.