Did you know a majority of Americans believe the customer service industry continues to improve?
Out of all the people questioned, 62% of them believe this to be the case. While this is good news, it also means the standards for good customer service increases.
If you want to boost your graphic design business, you need good employee management skills. This helps ensure that you improve your customer service methods. But what can you do to make your website’s customer service better?
Read on and learn about these tips. These apply no matter what industry you’re in. Consider integrating them to your customer service process to make sure your customers stay happy.
1. Ask What Your Customer Support Needs
When you need to improve your customer care online, ask what your customers need. Check the type of support they ask the most from your customer support team. This is one of the most important things you need to consider, to make things better.
Put yourself in your customers’ shoes. For example, most customers will check if your website has live chat before they commit. After all, they want to get an instant response if ever they have questions about your products and services.
It’s more important when you offer things affecting people in major ways. No one wants to submit their concerns to a forum or a ticket system. This might not work for them if they’re in urgent situations.
To make the most out of your customer service, you need to meet your customers where they are. Make sure they get support no matter which page they’re in if they’re on your website. You might want to try putting embedded support widgets to help.
It’s important to remember that succeeding is easier if you put emphasis on your support channels. You need to make sure the ones you have can cater to what your customers need. Email support still remains popular but considering other easier means should take your top priority.
2. Get Out of Your Customer’s Way
Customers can benefit a lot from using self-service methods. In usual situations, you might see it as a hindrance to your customers – it isn’t. It’s actually a great means of saving time for both you and your customers.
If you’re a big company, you might need to devote a big part of your workforce to customer support. It’s especially the case when your product is complex. When you handle each query, you might not have the time to spare for other tasks.
What you can do is to focus on making content. This helps stem the tide of inquiries since your customers can read your documentation. You can give them FAQs and video tutorials letting them solve their problems before they even start asking you.
This is a good way to educate your customers. This means they won’t have to call your customer support hotline or contact other channels for the simplest of questions. Take charge of your support by using a self-help system to help your customers get more control.
3. Don’t Stick to Online Documentation Alone
“Content as customer service” is a great idea no matter what business you have. But this doesn’t mean you should stop there. There are still a lot of customers who want to talk to real human beings or have other support options that suit their personality.
Always ask yourself whether your content has the means of solving all your customers’ problems. If not, you might want to expand your options. This helps ensure your new customers and random visitors become long-term, loyal customers.
If you have disposable income, you might want to try using answering services. Maybe get an inbound call center to answer a larger volume of calls. You can check here to learn more about these options.
4. Respect Your Customer’s Time
Do you have an idea of the amount of time your customer waits for your initial reply? Are you aware of your average resolution time? How about the number of times it takes for a customer to go back and forth to get a satisfying answer?
The longer it is for customers to wait, the more likely it is for them to turn to your competitors. That’s why it’s important to know your key metrics and check if they’re satisfactory. If you’re not keeping an eye on these, chances are you’ll find areas you can optimize for maximum benefit.
This means you need to invest in tools which help you track your progress. There are a lot of tools out there that can help you manage these metrics. Select the best ones out there that can help drive the results you’re expecting.
5. Online Service Isn’t Equal to Robotic Service
Always aim to convey your empathy when customers reach out to you using online customer service. It’s a critical skill which can go a long way to make them stay. You need to match their tone, letting them know you’re helping them and that you’re on their side.
When customers use formal writing, make sure to keep your tone professional. Relax your tone if they’re more into the casual conversation. Learn to send jokes or emoticons in your reply if they show cues that their sense of humor is on point.
Mirroring your customer’s manners allows you to build the much-needed rapport. It helps to put your customers in a more relaxed state. This makes it easier for them to understand the ideas you’re trying to convey.
Improve Customer Service Today!
Customer service is one of the most important aspects of your business. You need it to ensure that your intended customers stay for as long as possible. Improved customer service is your best bet if you don’t want to lose them to your competitor.
Improve customer service by gathering feedback after each interaction. If you need more information about the ways of making your business more professional, read our guide here.