Customer service is the key to a successful business. Happy customers can help to bring in more business and build credibility. Research shows that around 77% of customers recommend an organization to someone only if they have a positive experience with that organization.
Customer service has evolved in the past few years. From one-on-one private interaction through a phone call or in-person, customer service has evolved into social media also. Social media platforms like Facebook and Twitter help to connect the customers with the organization, making customer service much more vital than ever before.
There is always an opportunity for improvement, regardless of the circumstances. Equipping the workforce with appropriate resources and tools to present outstanding customer service is a foolproof strategy to keep the customers happy and loyal.
Here are some tips that can help to improve customer service of the organization.
Seek Feedback From Customers
To provide exceptional customer service, the first thing to understand is the needs and experiences of the customers. For this, the organization should ensure multiple ways for the customers to share feedback. The organization can do this through telephone surveys or a short survey through email.
Establishing a complaint system will better enable customers to raise their problems. Through this, the organization can gain real insights into the aspects that are doing well along with the areas which require improvement.
Connecting with the customers at regular intervals has one more benefit; it makes the customers feel valued and establishes trust.
Educate the Staff
Customer service of the organization should not only be about being responsive, but should also offer information related to the services and products that customers may ask about. The organization should make sure that the communication skills of the person interacting with the customers are strong and efficient.
Without this, it will be impossible for the organization to present customers with the best possible information. The organization needs to give regular training and assessment to the staff about the latest product developments.
Improve Response Times
Long waiting times are the main point of issue for customers, especially when they have an issue that needs to get resolved urgently. KPIs (Key performance indicators) to measure metrics like the average call length, waiting time, and the number of calls attended per hour are the essential requirements for evaluating customer satisfaction.
But, nowadays, customers contact the organization through various communications channels. This is driving the need for unified communications technology in the organization, as it will help to connect with the customers in the best possible ways.
Stay Current With Technology
Technology plays a vital role in the development of every business. The organization can use CRM platforms and chatbots to provide better customer service. Keeping up with the innovative and ever-changing technology can help the organization to present better decisions.
A Call to Action
The call to action button present on the website enables the customers to get in touch with the organization regarding any inquiry or services. This helps to improve the customer service of the organization. Through this call to action button, the customers can directly contact the organization concerning product details or any other kind of service.
Put Policies in Place
To reap the benefits of enabling technology and staff training, the organization needs to outline the way in which the staff should respond to certain scenarios. For instance, a policy can be introduced instructing staff on how to connect with the senior manager or expert advisor to resolve the issue of the customer over Instant Messenger.
Also, the staff should be instructed on how to record the solution and share it with the team members. This way, the best customer service practices can be fine-tuned and developed to speed up with the changing methods of customer engagement.
There is always a scope for improvement in the customer service offered by the organization as it helps to improve brand awareness, build trust, drive sales, and gain customer loyalty.
Keeping customers happy is the most important thing for the success of the business. So, make sure to deliver the best customer service possible with full customer satisfaction.