If you run a business, then you should know by now that customer service is one of the most – if not the most – important area to focus on. Let’s face it, if it wasn’t for the customers, you wouldn’t even exist as a business because no one would be buying from you, and all of that hard work would have been for nothing.
Having said that, many businesses often talk about customers being the ones that should be thankful for the service or products they are providing them, but this is absolutely the wrong way to look at it. Your position is nothing without them, and you are lucky to have customers that decide on spending their own well earned money on you, and if you can’t see that, then you aren’t going to do well in this industry.
It’s all about making your customer service more. While you may feel as though you’re doing your part – you can always do more. It just means taking the time to come up with new improvements and strategies, and that takes a little research and a lot of creativity.
Here are some ideas to get you on the right track.
Put a face to the names
When answering an enquiry from a customer, the most common way of doing this is either over the phone, or through email. While these are effective in their own way, you know that technology is constantly growing and becoming more advanced, and it’s your job to embrace that and expand with it so that you’re always ahead of the competition.
One way of doing this is to bring in the mobile experience collaboration and give your customers the option of a video-enabled service that allows them to speak with you through a video call. This lets people have a more close encountered experience with someone that’s real, as a pose to just being words on a screen – essentially making your connection even stronger.
Part of my client vetting process is to always take a call with a client and if at all possible it’s a video call. The closer you can get to shaking someone’s hand the faster you’re building trust. Make sure you get as close as possible if you want to land sales.
Always be available
As you know with online shopping, it can happen anytime, anywhere, regardless of whether it’s three o’clock in the afternoon, or three o’clock in the morning. This is good because it means you are able to make sales all through the day, even while you sleep. The only problem is customers like quick responses to their questions, and if you’re not available to answer them when they need you to, you may just lose a sale.
This is pretty much impossible though because everybody needs sleep, but this is what the chatbot is for. Essentially it’s a mini you that can be installed on your website and programmed to answer specific questions, and this is available twenty-four seven and responds immediately to activity. So customers can get what they need while you can catch up on your zzz’s.
With these ideas, you can think about other ways to build your customer service up to be an incredible thing that is talked about among buyers. And within no time, you will see the payoff.
Photo by: fallentomato