3 Ways to Deliver Better Customer Service
Delivering exceptional customer care can have a significant impact on your commercial success, particularly if your brand becomes synonymous with great customer care. Research shows that 90% of Americans use customer service as a factor when deciding whether to do business with a company, while 58% will switch to a different brand if customer care isn’t up to scratch.
Because customer service has such a considerable effect on consumer behaviour, it’s critical to ensure that your customer care exceeds expectations. With this in mind, take a look at these three ways to deliver better customer service:
1. Increase Personalization
When existing customers make an inquiry or engage with your brand, it’s important to deliver a unique and personalized interaction. Consumers are becoming increasingly used to personalization when shopping, which means generic customer care is even more apparent.
However, offering personalized customer service isn’t as tricky as it might seem. By maintaining accurate records via a customer relationship management (CRM) system, you can make sure that all customer care staff has access to the information they need to personalize interactions.
2. Omnichannel Engagement
Customer journeys are becoming more varied, which means customer service should be delivered across a broad range of channels too. With an increasing number of digital touchpoints to use, one customer’s experience may be significantly different from another’s. A potential new prospect might make an inquiry via social media, for example, while another may email your business or consult with a representative via live chat.
To deliver a truly omnichannel experience, customers should receive the same level of care, regardless of how they engage with you. Similarly, users should receive the same, accurate information, no matter how they choose to interact with your brand. A seamless omnichannel customer experience is becoming the norm, so don’t let your brand lag behind when it comes to delivering a broader digital experience.
3. Product and Service Knowledge
If a customer engages with a member of staff, it’s essential that any information they’re given is accurate. While this might seem like an obvious point, it’s surprising just how many customer service inquiries result in misleading, outdated or inaccurate information being provided to potential customers.
Not only does this lead to disappointment, missed sales, and increased costs, but it can also mean that your brand develops a poor reputation.
Improving Your Customer Service Strategy
It’s well worth investing in your customer service strategy, even if you need to grow your business in order to do so. With loan services for the right industry, you can access the financing you need to ensure you have the resources to deliver an outstanding customer experience (CX).
In a competitive environment, businesses need to maximize USPs wherever possible and making great customer care one of your company’s unique selling propositions can be a great way to develop your brand.
Furthermore, the importance of customer care to consumers shows just how easy it can be to acquire more customers and gain the loyalty of your existing customer base.
- 3 Ways to Deliver Better Customer Service - May 14, 2021
