Customer service is everything in modern business. What was once a department designed to troubleshoot and solve problems has evolved into a key pillar of marketing, loyalty and retention. It is not exaggerating to say it can be the difference between success and failure.
Whether you are running an e-commerce store and need to overhaul your service channels or simply need advice on how to implement a new strategy, this blog will explain all.
Why does customer service matter?
There are a multitude of reasons that customer service is integral to a thriving business. First, consider how much easier it is, relatively, to keep customers around rather than having to continually pitch to and entice new ones to join or buy.
Studies shows 80% of businesses’ profits come from just 20% of its current customer pool. The value in retaining customers and keeping them happy cannot be overstated. Key to strengthening these relationships and ties between business and customer is customer service.
By going above and beyond to serve your existing customers with follow-ups, offers and timely support, you can boost retention rates and reduce customer churn. You need customers for your business to thrive so don’t take them for granted!
Customer service has also taken on a greater priority in business due to shifting expectations. People are no longer content with receiving a response within a few days or having only a phone number to contact. They want immediate results across a variety of channels, such as email, phone, live chat and mobile apps.
By failing to meet these expectations, you are increasing the risk of your business falling behind. Failing to keep customers happy can result in your losing them, and putting off new ones who will read one-star reviews and negative feedback online.
That’s another area where customer service has evolved. It now ties directly into reputation. It’s no longer just about the quality of the product or service, but how good you are at supporting the customer, every step of the way. Whether that’s smoothing the process for a sale or providing unbeatable after service, it all adds up and contributes to a company’s reputation.
What’s the best way to improve customer service?
Customer service is king, and here are some of the best ways to improve yours to please consumers and lay the groundwork for long-term success:
Train your team
Customer support agents need skills and knowledge to deliver the service people expect. Start by sharpening their expertise in core products. They should know the ins and outs of features, pricing, common issues and troubleshooting steps. It should become second nature. You should also provide them with the technology and tools to handle enquiries quickly and efficiently.
In addition to product knowledge, it’s a good idea to work on empathy and emotional intelligence so agents know how to guide the conversation in the right direction. This will ensure problems are resolved in the right way, without frustrating the customer.
Respond quickly
Speed is of the essence with customer service. Both before and after sales. A study found the majority of consumers buy from the first business that responds to their request, regardless of price. Similarly, 85% of consumers expect a response to an issue or message within six hours on social media. There simply isn’t time to wait if you want to keep customers happy.
That’s why gamers prefer to play at fast withdrawal casinos, because they know they will get a level of service that meets their standards. Speedy payments and withdrawals are a priority for players. Casinos that can achieve this, benefit by keeping people at the tables, and attracting new sign-ups. It’s a win-win for online businesses.
Offer multiple support channels
Convenience is key for support, and not every customer is the same. One person might prefer assistance over live chat, while another might want a personalised conversation by phone. You should make it as easy as possible for customers to get in touch and get the support they need.
Social media is the new frontier for customer service. You should also open customer support-specific accounts on relevant apps, whether that’s Facebook, WhatsApp or Instagram. This can increase brand visibility too, especially if you are adept at providing detailed, quick responses. It’s important to meet your customer where they want to be. Don’t limit support to just one channel.
Personalise interactions
Another way to set yourself apart is by providing personalised customer interactions. People don’t want stock advice. They want to feel unique and valued. You can personalise support by using CRM software and tools to provide tailored advice by name and deliver relevant recommendations based on past purchases. You should also follow up on enquiries regularly to ensure satisfaction. Don’t forget about your loyal customers.
Summing up
Customer support is the backbone of any business. Great service can take a business to the next level by helping to build strong and lasting relationships that ultimately drive growth and revenue. It’s vital to implement strategies that foster loyalty and please customers to maintain a positive reputation and meet the expectations of a consumer-driven business world.
