Customer Service is one of the most important factors that can help determine how long a business will survive in the long run. Providing your customers with good customer experience will allow you to leave a mark upon them and ensure that you have a loyal customer base dedicated to your business.
Improving Customer Service: Here’s How
Here are some ways for you to improve upon your customer service:
1. Tune in to the input
Customer input can assist you with improving your items and services, as well as your customer service. Positive criticism can call attention to what you’re doing well, and negative input can recognize zones for development — so don’t be reluctant to request input from your customers through surveys, a discussion on your site, or remarks on social channels.
2. Answer social media questions
Numerous organizations utilize social media as one of their help channels. Hence, it’s normal for customers to connect on those stages when they have questions. Ensure you have an individual observing your social media profiles who can adequately answer these questions, remarks, and concerns.
3. Assess your customer service on a regular basis
Ultimately, ensure you assess your customer service all the time. View the situation from your customers’ perspective and take a stroll through all of your available help procedure. Utilize the channels you have accessible, and check whether you can recognize any defects or regions that need work.
One Issue Yet to Solve…
However, another important aspect of businesses that regularly irks customers is how they are completely unavailable post their working hours. If a customer has any inquiry or trouble outside of your working hours, they will have to wait for the next day, and god forbid if it is a weekend, then the next week to arrive.
Such unavailability to serve your customers can leave them with a distaste for your business. This can even lead you to lose out on their loyalty, which can have a really negative effect upon your business.
Solution: 24/7 Customer Service
One way to save your business from this harm is by outsourcing your business phone calls to an after hours answering service, which are available 24×7 to take up and answer all of your business calls. This way, you can tend to your customers 24×7 whenever they reach out to you.
Here are a few detailed benefits of hiring an external answering service for your business:
1. It implies issues are worked upon immediately
Contingent upon what service you offer, it’s conceivable that your customers will not know if an issue will be fixed within the next day or next hour. It is also not the best way to treat your customers if you leave them waiting indefinitely for issues to get fixed. In the event that you have a customer service group accessible throughout the day, you’ll have the option to offer a superior and quicker arrangement than your direct competitors.
2. You won’t lose business
The other side of this is – in the event that you work in specific ventures, you will lose customers to contending business that do offer every minute of everyday service. In certain business sectors, this can be an imperative selling point. For example, those working in the software industry handle a significant amount of data on a regular basis, which they need regular access to. If you offer your clients a data storage option, you cannot ask them to wait for your company’s functioning hours in order to fix their issues.
If your client cannot access their data, their business will come to a standstill. In such scenarios, you will have to provide them with a center to call and report issues at all times of the day.
3. You’ll have more happy customers
It is absolutely impossible to work your way around this point. Happy customers are the only way a business can be successful. In case you’re ready to help your customers immediately, instead of ‘in a couple of hours’, they’re bound to feel more trustworthy towards your organization.
Customer fulfillment is consistently the greatest factor in measuring the success of a business, particularly for smaller organizations without a large market base. So, the faster you can give an answer for any issue they may have, the better.
An all-day answering service will frequently offer a significantly positive ROI, essentially in light of the fact that it implies customers are bound to remain with a business that will cater to them immediately.
4. It shows a positive duty towards your customers
A business that puts resources into a day in and day out customer service line is exhibiting that they need to really take care of their customers, and that they’re truly focused on helping their customers whenever they can. This demonstration of duty will gain your organization a positive impression within your operating market, particularly in case you’re an early adopter of the service.
5. It gives you geographic adaptability
In the globalized world that we live in today, it can highly beneficial for your business to service as many nations as it can. However, an issue with doing business with a couple of different countries is that each country operates upon a different time zone.
In such a scenario, an ‘every minute of every day’ customer service system will be of critical importance. A customer on the opposite side of the world is surely bound to work with your organization in the event that they realize they can call you for help on their own timetable, as opposed to yours.
It can be difficult for a business owner to trust an external organization with all of their phone calls because it is one of the most important aspects of an organization. Therefore, once you have a provider picked, your next step would be providing the staff with sufficient knowledge and expertise about your company, as well as its products and services.
Remember, clients can build their entire impression of an organization just based upon one phone call they have had with the company. Opt for quality of services, rather than price considerations. You can’t afford losing your clients by chooosing budget services.