As customers get increasingly informed, companies across the world continue to emphasise on the quality of customer service being offered – simply to survive in the highly competitive business environment of today.However, the path to a good customer support is laden with many challenges:
1. TEAM MOTIVATION
No matter how innovative or strategic your company is, its success, eventually, lies in the hands of its employees. It thus makes sense in taking a few steps to keep your customer support team motivated:
- Lead from the front
- Ensure that your employees are not stressed out
- Encourage team spirit
- Provide proper training
- Monitor your team’s progress
- Have a bonus system in place
2. SUPPORT ACROSS VARIOUS CHANNELS
In order to meet the demands of modern customers and offer a seamless, consistent and personalized customer service experience, it is absolutely essential for a company to introduce multiple channels of customer assistance.
3. INTEGRATING SOCIAL MEDIA SUPPORT
There’s no reason why companies shouldn’t be as active as their customers on social media. Limiting social media presence to just brand promotion doesn’t do the company’s image any good. Instead, use networking sites to listen to and assist your customers.
4. ADOPTING NEW TECHNOLOGY
In addition to the tools for direct interaction with customers, such as email, phone, social media and live chat, introducing a CRM or ticketing system will help you understand your customer better, and thus, be more responsive.
5. WEB SELF SERVICE & 24/7 CUSTOMER SUPPORT
Many customers would prefer self-help over bothering an executive. As such, a comprehensive FAQ section on your website can be much beneficial.
Further if your business is global, you have a customer base spread across various time zones. The only way to address their issues, is by offering 24/7 customer support.
6. PERSONALIZED CUSTOMER SERVICE
Nothing really can match the appeal of personalized care. If you approach each customer individually, chances are, you will retain them over a period of time – provided, your products meet their expectations too.
7. CUSTOMER FEEDBACK
Perhaps the most efficient way to enhance your services is by listening to the end users themselves. Closely monitor the views customers share on your company’s forum, blog etc. And try to implement them.
8. PROACTIVE CUSTOMER SERVICE
‘Customer Service’ has traditionally been associated with ‘customer complaint’. It doesn’t have to be that way. Be proactive and reach out to your customers to find out whether they are facing any issue with your product or need any assistance? This approach can have a huge positive impact on your brand image.
9. CUSTOMER ENGAGEMENT
Unattended customer feedback gives off signs of apathy – make the extra effort to answer user queries. Put social media to best use to ensure maximum customer engagement.
10. CUSTOMER LOYALTY
If you have done your jobs from 1-9 well enough, a loyal customer base should be the outcome.
If you still don’t have one, strive for it! Customer loyalty is one of the few market parameters you can always bank upon even when the going gets tough!
Great customer support is one of the pillars of any successful business. To learn about the others, visit us today!