Regardless of the type of business you run, your customer is the most important element of your operations. The success of your business depends highly on how happy you can make your customers and how long you can keep them feeling that way about your products and services.
Good customer service is one of the best ways to get closer to customers. Customer service is so much more than providing support and after-sales services. It is more about building and maintaining good relationships with your customers, and we have just the tips to help you get started in this article.
Utilise Your Customers’ Preferred Channels
In the old days, we chose the right support channels based on many factors, from the budget we had in hand to the most convenient way of providing customer support. Today, the best approach is to use the channels customers are already using.
This is one of the main reasons why more businesses, especially small and medium enterprises, now offer customer care through social media sites. Your customers are already there, so connecting with them and offering help whenever possible is much easier to do.
Another interesting approach is to use mobile apps. If you already have an app for your products and services, add a Live Chat feature so that customers can ask questions at any time. Gaffey, a leading provider of industrial water treatment systems, take this approach a step further and offers their business customers a technical support app.
Another good option is the ticketing system software by Kayako, its full suite of tools including live chat software and an organized shared inbox make providing support services much easier.
Don’t wait until customers run into issues with the products and services you offer before reaching out to them. It is actually better to reach out and ask questions before that happens because you can build stronger relationships with them this way.
There are several ways to do this. You can, for example, send a follow-up email one or two weeks after a customer’s purchase. You can use suggestion boxes and printed sheets to capture feedback from customers in a retail establishment or an offline store. You can even call customers directly to get the insights you need.
Learn from Complaints
Your first priority must always be to get complaints settled as quickly as possible. Make sure your team finds the perfect solution and helps customers in a timely manner. Solving the problem, however, is not the end of the customer support cycle.
You must also take the time to analyse complaints and learn from them. Are there similar complaints coming from different customers? What can you do to prevent the same issues from happening again? Is there a lesson to be learned in the complaints you receive?
Take a more active stance in learning from a customers’ problems. You can also learn from the compliments and positive feedback you receive. Combined, the learning experience will allow you to improve your products and services while building stronger relationships with your customers.
These are simple tips and strategies you can implement right away to improve how you handle your customers. Invest in building a stronger relationship and you will enjoy many long-term benefits in return.