Do not make any assumptions about what your customer wants and needs. Instead, simply listen to their query and understand it with empathy. Each of your customers is looking for a solution, and they want to be recognised as an individual.
This is a central concept to putting your customer at the heart of your business strategy. Remember, without customers, you have no one to sell products or services to.
Replying promptly, both via automation and in-person shows your customer that you care about their business and their experience. Make sure your responses are not only timely but also accurate and respectful.
This shows your customer that you really care about their time. Customers are often frustrated or flustered because things have not gone as they expected. By responding positively, your team can diffuse a stressful situation, make the customer feel cared for, and make speaking with agents a positive experience for your customers. Remaining positive, even in difficult situations, will undoubtedly earn your company a favourable reputation and give your customers a reason to come back.
Regardless of what you sell or offer to your customers, every business wants to be known as an expert in their field. Companies that can confidently demonstrate their expertise will be well-regarded by their customers, and of course, expertise can go a long way to building trust. By ensuring that your entire customer service team is well-versed in your products and services and can offer support in many ways, your company will ensure that customers are in safe hands.
Additionally, displaying your knowledge in the form of a customer knowledge base , which customers can access themselves on your website, will empower your customers to quickly solve their own problems in many cases. This is something that many customers looking for quick, straightforward help will appreciate. Join our newsletter and get top eCommerce content straight to your inbox. You always want your customers to leave their interactions with your customer service team in a better state of mind at the end of a call than they were at the beginning of the call.
You can do so by ensuring that you place as much value on how your customer service team ends each customer interaction, as they do with how they open each conversation. If you want to establish great relationships through your online communications then add your photograph to every customer communication.
When dealing with big organizations, people are used to waiting for hours or even days for a response. There is nothing worse than leaving people hanging and making them feel ignored. Rapid responses are not only a great tactic for making your existing customers happy, they can also help to acquire new customers. They were so impressed they moved over to Get Invited in minutes.
This is a great competitive advantage because large companies rarely offer bespoke features for individual customers. When we managed the ticketing for The Web Is Conference last year, Craig Lockwood , the event organizer and avid inventor of Internet of Things devices, wanted to build a device that would alert him every time he sold a ticket.
Craig explained his idea to us and asked if there was any way we could help. The finished result was a huge lego brick with an LCD counter on the front that showed the total number of ticket sales in real-time, and a bell that rings every time a new ticket is sold! It took us 10 minutes to code and only cost us our time, and guess what?
Every communication between you and your customer is the opportunity to develop the relationship, but many communications are robotic, automated emails that lack personality. You should view every one of these communications as an opportunity to turn a generic message into a personalized experience for your customer. When we send out invoices at Get Invited, we could just send these out in a huge, automated email campaign but we invest some time every week personalizing some of the emails for individual customers.
Glossier created what they call the gTeam, which is a staff dedicated to answering all inquiries. Each person on the team is assigned a specific social media or help channel, and assist any customers who reach out.
The point of the gTeam is to provide a more personal experience by forming a connection within each interaction. In one case , they talked over the course of several days, with a customer who was evacuated from their home because of wildfire. Glossier sent them a welcome package once everything settled down and they got back home safely. Finally, we have OptInMonster. OptinMonster is software that helps build to turn people leaving a website into email subscribers and customers.
When they first started out, they were only offering email support. But as their business grew, they noticed a growing number of pre-sale questions. OptinMonster decided to add in a live chat feature and to outsource the agents to LTVPlus, rather than hiring locally, to save money. They decided to start with day shift coverage and after just 3 months the result was an e-commerce conversion rate that multiplied by Do companies that invest in customer service actually see any benefits from it?
The available data strongly says yes. For starters, when you improve your customer service, you improve your public image. Public image means how people talk about you, how the press writes about you, and especially online reviews. Having a strong public image is essential if you want to attract new customers, and return old ones. Providing excellent customer service is vital to a good public image, and a good public image is vital for growth.
One study found that the cost of converting new customer is 6 to 7 times more expensive than bringing back an old one. The evidence is clear — customers care about how you treat them. Treating them well, can and will result in some great benefits for your business. There are a few basic methods that you can put into place that will help improve how you interact with your customers and ensure that they have a good experience with you.
The key to good customer service is establishing a human interaction with your customer. When they reach out to you, they want to know they are dealing with a fellow human and not just a robot.
Whenever a customer reaches out to you, you instantly have information from their previous sessions on hand to help them out. Then, when they do reach out, you can use their name and past questions to give a more personalized experience. To make your interactions even better, let your customer service representatives show some of their personality.
Be friendly, helpful, funny, and really try to get to know your customer. Set aside some time to talk about your company voice, and make sure your customer service reps are all on the same page. A company, or brand, voice is the personality and emotion you use throughout your online interactions. When you develop a brand voice you should use it throughout your website, marketing materials and when providing customer service.
For more on developing a brand voice, you can check out this guide.
0コメント