Customer service is probably one of the most important things for a business. This is because it is extremely related to the customer experience. No matter how fantastic your product is: if your customer service is bad, you will eventually get a bad reputation. How can you ensure your customers have the best experience? There are a lot of aspects that come into play.
Ensure your customer service is optimised to the max
You might wonder how to do this, or maybe you already have perfected it. Either way, it’s good to stay informed of the newest developments. Customer service is all about assisting the customer when they need help, or just to keep them informed. Sometimes we miss some important things over these 2 extremely important facts.
”Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards
There are some basic things that everyone expects, but not everyone mention. Take the order confirmation for example. This is something every customer should receive after placing an order. If they only receive confirmation from their bank, that the money is transferred, they might start to worry. Don’t you think?
This will lead them to take action: contact the company to ensure the order is well placed. For this part, you need a team to assist the customer through email, phone, or whatever platform you have made available for them. You need to hire an adequate team of experienced people who know how to make quick decisions, are responsible, and can sense the customer’s needs. Of course, the entire team should be knowledgeable about the latest developments. This all takes a lot of time and energy. Maybe an automatised program will make it easier for you!
Online business, means online customer care
Companies that offer customer support online, that is easily accessible by mobile phone, probably get better ratings. It gives the customer a sense of contentment, and it shows how willing the company is to make an effort to make every customer happy. Customers love to feel involved in the process. This is why they ask questions and ask for confirmations. An optimised website and service means a good experience for the customer, which all businesses should make a priority.
Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. –Steve Curtin
In the past few years, people were generally hesitant to order things from online businesses. They would’ve preferred to physically see the product, before actually buying it. This issue was mostly amongst the older generation. Right now, it is very popular and beneficial to order things online. It’s quick, cheap, and you don’t have to waste any energy. Going to a store is probably good if you want groceries, but otherwise you can basically order everything online.
How automated customer service can benefit your business
A lot of time goes into the organisation and actualisation of customer service and contact. You need good employees, but even with those: not all questions can get an immediate answer. Maybe the person who usually knows all about a certain topic is not in today, what then? If there is no one else available who is as knowledgeable, the only option you have is to wait till he’s back. This leads to the customer having to wait a day or two. If this happens more often, the work will just keep piling up. This is especially a problem with businesses that have a large customer base.
Marketeer offers a hybrid system that can assist you! Not only is it intelligent and easy-to-use: you can also jump in at anytime to answer custom/special questions. Your clients no longer have to wait for a reply. No matter if you have 10, or 1.000 enquiries all at once, they will all be supplied with a suitable answer instantly. How amazing is that!
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