The Keys For Successful Customer Service in Modern Business
What a time to be alive. Modern business is so fruitful for those who know how to handle it, because it offers many opportunities, but also comes with several challenges.
An excellent customer service support has always been necessary, but nowadays, it is more important than ever before. That is why you need to provide it to make your business strive.
That is why we are giving you the keys, so you can open the door to more sales and better customer loyalty and satisfaction, the main drivers for business growth.
Invest in a Modern Help Desk Software
Ideally, you need a solution that brings you everything:
- Live chat
- Knowledge base (self-service portal)
- Social CRM software
- Ticketing system
- Email management system
- Internal help desk
Because if you use different tools for every aspect of customer support, then you will end up with a big mess that will consume your time and that is not the goal.
A modern business needs to make customer support as efficient as possible, and therefore, you need to use a help desk software that includes it all, so you handle the different channels and aspects from one single place.
Fortunately, the market has many options at your disposal. For example, Kayako fits this description perfectly, because it offers all the aforementioned solutions and comes with several useful integrations to run your customer support department effortlessly.
Even with the best technology in the world, you still need to have the right attitude, and when it comes to customer service, it means being friendly and helpful. That is why it is important to have the right technology and the right team, because when both things get together you can only get amazing results.
Therefore, you must train your team to be friendly when attending your customers, be it through live chat, email, Facebook or Twitter. They need to be respectful and make them feel comfortable.
This is key, because angry or disgusted customers can now attack your reputation directly thanks to the internet. That is why it is important to keep your attitude in check, because a bad experience is likely to be shared, and that is not good for your reputation.
This will pay huge dividends, because if you treat them in a friendly way, and actually solve their doubts and problems, then you will boost customer satisfaction, and in return, make them more loyal.
As a quick tip, if you are using live chat or Facebook chat bots, then you can integrate canned responses or greeting messages. This alone will help you to make customers feel more comfortable and connected. You can even make it better by automating certain messages based on specific info (channel, location, etc.), but you will need a software solution that allows you to do so.
You must learn from experience, and the best way to do so is through collecting feedback and reading it, so you can strengthen your weak points and make the experience even better for your customers.
You must have a clear notion on how your customers feel about your customer service. Surveys are the perfect tool to collect this important information. For example, you can add one at the end of every live chat conversation, so they can rate the agent and leave a comment.
It is important to keep track of everything, especially of such an important department like customer support. You need to listen what your customers are saying, because after all, they are the ones buying your services/products and they deserve the best attention.
Once again, it is important to have a proper help desk software that allows you to collect feedback through different channels, so you can make this process as easy and smooth as possible.
As you can see, you don’t need complex strategies for making customer service better. Just some fixes will be more than enough to create an amazing improvement. Modern business requires it, so must listen and act.
If you are conscious that your customer support department is not the best, then it is time to improve!