Good customer service has always been hugely important for businesses to be successful. In the world of instant messaging 24/7, where timezones mean very little, it’s more important than ever.
Good customer service can be the difference between a long and happy business relationship and a damning online review. By streamlining your company’s customer service, you can maximise the positive impact of all interactions with clients.
- Allow ease of feedback
Take steps to make sure your customers can leave you feedback easily and quickly. They might have valuable information about their user experience with your company. However, if they have to take valuable time out of their day to give you this feedback, they might think twice about it.
- Multi channel support
Whilst email and phone are arguably still the two main forms of customer service, it’s a good idea not to rely on these channels alone. By giving your customers the option of social media, instant web chat, or an app you allow them the choice for what is most convenient for them.
- 24/7 contact options
Globalisation and increased internet connectivity means timezones no longer matter. Your business needs to cater for options of customer service round the clock. Whether this is a call answering or message taking service like Message Direct, or an online instant chat that sends an auto response to remind your customers that their queries will be dealt with ASAP.
- Staff training
It’s crucial that the team who deal with customer service know what they’re doing. This means being completely savvy with the technology being used, being knowledgeable about the ins and outs of your business and being trained in customer service.
Some important skills to look for and nurture with your customer service team are: good communication, listening, problem solving, organisation and having a good phone manner.
- Style guide
This point goes hand in hand with the previous one about staff training. The next key thing after ensuring your staff are trained for the job, is making sure there’s consistency with form and message.
Creating a style guide with greetings, answers to the most common questions and tone of voice can help hugely with your customer service.