Customer service is an essential component of any successful business, but it is frequently handled incorrectly by companies attempting to do the right thing. There are hundreds of customer service tools available, but technology cannot solve all of your customer service problems.
Similarly, you can hire as many people as you want, but they won't help you if they aren't properly trained or prepared. For many businesses, getting back to basics is the key to improving customer service, and tech companies like Influx can help.
This guide lists some of the most important customer service tips.
1. Engage Across Multiple Platforms
Ensure that your business is set up to allow customers to communicate through various channels, from emails to social media or direct calls. Share all the possible means, so your customers know where to find you.
2. Express Your Regret For Any Inconveniences Caused
This is an obvious pointer, but where appropriate, make sure to let the customer know that you (and, by extension, the company) apologize for any mistakes made on your part.
Offer a heartfelt apology and state that you're taking steps to prevent this from happening again. You can have set templates to guide your staff with an acceptable tone if you need to.
3. Make Use of The Appropriate Technology
Good customer service results from a combination of factors. The combination of innovation and human connection results in excellent customer service. Numerous applications and software are accessible to improve the customer experience, and because of technological advancements, businesses are already familiar with the power of technology.
Set up a comprehensible customer service platform that allows you to engage meaningfully while also streamlining your processes. Various methods can achieve this, including:
- Using Live Chat to respond to questions with a reliable representative
- Helpdesk and ticketing software to collect, convert and fix any inquiries from a single, unified location
- CRM resources to improve response times provide customized experiences by applying given info (wish them a happy birthday and give discounts)
4. Resolve Issues Without Rerouting Users
Most companies can only resolve issues after two or more attempts. This means customers are often subjected to inefficient services that negatively affect their overall experience.
Ensuring that your company can anticipate and resolve problems in a single step will put you ahead of others. This can be achieved by IVR options and training so that solving common or recurring problems is streamlined.
5. Learn To Appropriately Correct Customers
Customers aren't always right! They are human, after all. Sometimes they may have incorrect data, but a gentle approach is essential when you correct this. Make sure to maintain your cool and tell them that you're delighted to assist.
Remember that your role is to educate them rather than argue or ridicule them and keep your language positive.
6. Have A Team That's Passionate About Your Products
Your employees need to believe in the product or service your company provides. If they're unsure or not unified, then the cracks will show, and your customers will be able to tell.
Adequate training through programs and workshops can solve this. Provide the assurance and tools they need to resolve any issues.
7. Provide Regular Updates
Your customers are invested, so keep them updated on what's going on and any info that affects them. Take note not to info bomb them with too many alerts, though.
When a customer is waiting for you to resolve something, update them often, particularly where unexpected delays are involved. Manage their expectations by providing explanations and enough info.
8. Address Customer Appropriately
Take note of the tone the customer is using and follow suit. If they're formal, avoid being slack, and if they're more conversational and casual, address them accordingly. In the latter case, you can ask for their first name.
This is an opportunity to connect and make the customer feel like they're dealing with a friend who's willing to help. Ultimately, this will help minimize any chances of bad reviews.
9. Be Empathetic
Set your company apart by making sure you're empathetic with every complaint that comes to you. This serves as a solid foundation for acceptable resolutions for all parties. Empathy makes it much easier to establish rapport. A few terms that could help are:
- “We understand your situation and recognize how perplexing it can be.”
- “We understand how distressing this must be.”
- “Of course, we'll fix it as soon as possible.”
10. Maximize Social Media
Everything ends up on social media in the digital world we live in. So when dealing with any inquiries, use these excellent troubleshooting tools:
- Boost brand awareness; after all, this is where customers spend most of their time, so why not optimize these
- Minimize the gap between you and your target market by engaging in meaningful ways for a richer experience
- Building relationships by responding to individual posts, comments, and DMs
11. Empower Them To Help Themselves
Where possible, instead of waiting to be attended to, most people prefer having systems that allow them to self-service. This is a time saver and, when streamlined, could boost user satisfaction.
These could start with simple things like FAQ pages that streamline solving common concerns.
12. Follow Up Until The Matter Is Resolved
Sometimes customers get tired of asking when the first couple of solutions suggested don't work. So make sure that you follow up with them to figure out if their issue has been resolved.
If it has, they'll appreciate having a team committed to their convenience.
13. Provide Contact Details
Ensure you encourage communication and share all the ways customers can reach you, and provide multiple platforms. The Contact Us link should be as conspicuous as possible, and make sure this lets them reach you instantly without any redirects, as this can be frustrating.
Make sure to end the interaction with polite words like “thank you,” and ensure the customer understands that the interaction is over.
Your customer service is crucial to your business' success, which is true for both small and established businesses. Effective customer service ensures that things run smoothly since the heart of your existence, your customers, are taken care of.