Offering seamless proactive customer services should be one of the foremost priorities of the companies. Excellent customer service is essential to retain a reliable customer base and to make your business more trustworthy. The importance of satisfactory customer service can be analyzed by the fact that many businesses in the US are losing a massive number of customers due to their poor customer service.
Well, you might think that you are working on offering excellent customer service; but the fact is every department of your company should be focused on providing seamless customer service. When it is practiced in the long run, happy customers turn into loyal customers.
There were times when companies prefer to launch a high-end product at a decent price. This gives them a competitive edge in the market. Apart from that, you need to offer splendid customer service to stay ahead in the competition. It means that businesses can’t simply disregard the fact that outstanding customer service is the primary element in every business.
Put Yourself in Audiences’ Shoes
To best serve your customers, it is crucial to know who they are. As a business, if you aim to offer top-notch products, you need to know your customer’s needs and interests. What they are expecting and how you can meet their demands? The more you will know your audience, the better you can serve them.
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In this regard, social media channels could be powerful sources of information about your potential customers. You will know what people are saying about your brand on these platforms as well. Instead of asking them about their issues, you can identify those problems through their comments against your social media posts. You can also determine which quality of service they want from you and which business services attract them the most.
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Build Up the Right Team
As you are willing to offer proactive customer service, you first need to hire the right team for this job. You need to conduct proper training; teach team members how to deal with the customer problems and how to aware them of those issues that they might face.
The ideal customer service team handles customer queries efficiently. This could save the customers time as they don’t have to call back again and again.
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Collect Customer’s Feedback
In order to provide seamless customer service, you first need to know what the problems of your customers are. You can find out by asking for feedback on every purchase. The customer feedback would let you know what your weaknesses are and how you can bring improvements.
This could bring a substantial improvement in the quality of your products. Consequently, your company would have to deal with fewer customer queries, and your business would get more exposure.
- You can integrate a comments section along with each listed product if you have integrated your products on your business website.
- You can launch a customer survey to ask for general opinions about your products.
- Contact those individuals who have purchased from you through social media channels.
- Track customer queries; Identify the most common issues that many of your customers have to face.
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Listen to What Customers are Saying Online
These days the majority of the audience tends to know about a particular brand through digital mediums. Similarly, after making a purchase, many put their reviews online about the quality and features of the specific product. Also, if your business has an online presence in the shape of business pages on social media channels, you will find out many customer comments and messages where they would have been addressing their issues. Many of the potential customers will try to reach you out to know more about your brand.
Make sure you have integrated comments and review section on your website so you could hear what your customers have to say about your business. Many potential customers make purchase decisions by viewing the customer’s reviews and testimonials from customers who have used a particular product or have availed the specific service.
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Initiate a Reward System
If you are on the journey of creating a community of loyal customers, then try to initiate a customer reward system. The additional tidbit, along with each purchase, offers extra satisfaction that builds a way to customer loyalty.
These days, building relations with your customers is significant for brands, and rewards to loyal customers create a positive interaction with customers and strengthen the relationships. The discounts, offers, and deals are an emotional trigger that assists in sticking maximum customers to your brand.
The friend referral system is one of the best customer initiative programs you can integrate into your business website. The users will be rewarded with a bonus on inviting friends and family members to your brand. The more people get attracted to your business through this referral system, the more reward they will receive. Your business could acquire a competitive edge in the market when you would offer additional benefits along with your products or services.
Keep Working on Improvements
It’s better to address and inform about the problems related to your product before the customers find it out. Inform your customers how you would bring improvements and what procedure they need to follow to get over it.
The interaction with your customers is crucial to notice that you are aware of the issues, and you are working to make your product better. It is evident that if your product is not working as it is supposed to do, then you will be bombarded with massive complaints.
Identifying the problem early and offering an apology to those customers who are facing the issue could repress the anger at some extent of your customers who have purchased the particular product. Along with all that, you can ask customers whether they want to replace the product with the modified one or willing to have a refund. Tell them you are working to solve the issues and ensure that the issue will not bug them again. Ensure you have provided them with your contact details.
Create a FAQ Section
Many potential customers don’t prefer to contact particular customer service to know about their business and the products they are offering. Similarly, most existing customers that are facing issues are not willing to spend time calling customer service.
The ideal way of providing a rapid solution to the customer problems is to create an FAQ section on your business website where the answers to the most common customer questions should be specified. You can figure out which are the common concerns of most of your customers by tracking the data of your customer support calls.
You can list the questions along with their answers in multiple categories to make it more convenient for your customers.
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Keep a Record of Any Customer Interaction
As a business manager, you need to monitor the customer’s interaction with your business. What is the customer asking for, what issue he/she is facing, and how your customer care agent has handled the query? You should keep a record of customer queries.
You might face a massive stack of complaints at one time, and there might be a single issue bothering a huge community of your customers. So, ideally, when you would have a record of all those complaints, you can efficiently resolve all the similar complaints in one go.
Why Proactive Customer Service is Important
Customers are very much concerned about how they would be treated in contacting the customer service of a particular business. The value you would give them would be rewarding in many ways as many of these customers could turn into loyal customers, and most of them would be your brand advocates who could market your products to their friends and family members.
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They will share the experience they had with your business, and eventually, many would contact and prefer you on others. The special care and value can be remembered and recalled after a long period of time.
Make Information Easy to Access
Now the customers want to know everything about the products they are ready to buy or the services they are willing to avail. So, it is crucial for brands to manifest information, especially on their website. When you make it convenient for customers to access information, it will not take them long get engaged with the business domain.
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Proactive customer service is an incredibly powerful marketing tool and is essential for any business to outgrow business at a great pace. Eventually, you will feel more satisfied when you will know that you are providing your customers with seamless customer services. A happy customer can later become your brand advocate and can gravitate to new potential customers towards your business. Try to find out new ways to approach your customers and sort out their issues ahead of time. Do you ask how much they are satisfied with the customer service and what they recommend to bring more improvements?
This article is written by Basim Butt. Basim is a digital marketing & e-commerce consultant at FME Extensions, a leading web design, and development agency. He manages digital marketing of all the extensions developed by FME. Also, he likes to express his thoughts and experiences in the form of write-ups. You can find him on LinkedIn.