Providing customer service is already a challenge. Giving good customer service will prove to be more challenging. However, there are ways to improve your business’s customer service. Paired with patience and hardwork, adapt these five easy ways to improve customer service for SMBs.
People often remember experiences. The same applies to customer experience but in business, the bad experience lingers on. In order to improve overall customer experience, start reconstructing your customer service department.
Be accessible and reachable
Let the customers know how and when they contact you if they encounter issues with the product or service. These are several ways a business can enhance their accessibility.
A more visible “Contact Me” button will let the customers know where to go if they need support. Many websites now placed their “Contact Me” at the top of the page so customers will no longer waste time scrolling down just to ask for help.
Some businesses maximize their social media accounts such as Facebook and Twitter for customer service purposes. Others use softwares like CRM and emails. Google my Business is likewise turning a convenient tool for customers to reach you. Utilize whatever platforms you have in your hand to talk and communicate with your customers.
Communicate well with your customer
Customer service revolves around communication. Communication starts once the customer shows interest in the product or service but can start also when a customer becomes disappointed with the purchase.
Good communication starts with listening well to your customer. What does your customer need? Why is the customer frustrated? By listening, you can identify their wants and frustrations which you can adopt to better your product and services.
Once the issue has been voiced out, empathize and connect with the customer. Communicate using positive language and focus on how you will resolve the problem.
Personalize the experience
The difference between artificial intelligence (AI) customer service and YOUR customer service is the human touch. Acknowledge their names and relate to them using the information they provided you.
Make them feel they are important by giving them time. Show them you care by engaging with them. These tiny overlooked details convey sincerity. Customers will appreciate you with these small efforts.
Act Efficiently and Quickly
Customers recognize the power they possess so they expect fast and efficient response from product inquiry, delivery, and resolve issues if there is one. If your business has not reconsidered quick customer service, it is better to rethink again.
In a survey conducted by global company Zendesk, 68% of customers based their overall customer service on how fast a business responds to their inquiries, call for assistance, or complaints.
Speed is important to better your customer service. One way of achieving fast customer service is to strategize the way you and customers reach each other. A popular customer service strategy is the omnichannel strategy.
What is an omnichannel customer service? According to Super Office, omnichannel customer service incorporates different platforms and mediums like text, social, email and instant messaging. It permits a “unified brand experience” simultaneously between all channels “yet still experience quality of service.”
The approach allows customers to approach the business regardless of channel and with ease of transition. So if a customer sends a complaint prior and wants an update, the customer can do so without repeating the same processes, like inputting information, all over again.
Trained and Experienced Personnel: Virtual Assistants
All the mentioned tips above will be carried out by a staff or personnel. It all boils down to the point person who will handle your business’ customer service.
Typically, companies purchase expensive softwares and train employees to up their customer service game. In case you are not ready to spend more to better your businesses, hiring a virtual assistant is your best option.
A virtual assistant can aptly take care of your customers without breaking a bank. First, they are experienced and trained in this department. Virtual assistants are generally skilled outside the administrative functions.
Take Away
No software or marketing can compensate an unhappy customer. Prioritizing your customers through good customer service has been proven to be the most effective marketing. It can benefit your business in different ways.
Improving your business’ customer service builds upon different elements. The basic ones such as making your customers reach you easily, when your brand communicates with them, connect and make them feel important, and respond to them quickly can bring a positive impact to your business.
However, do not forget the most crucial of all the elements is the person who will carry out of the mentioned above. Investing on a virtual assistant for your customer service can further your business.
Need help in improving your customer service? Get in touch with us!
