There is no business without customer service.
Your customer begins and ends with how you interact with them. From face-to-face, in-store experiences to how they solve their problems online, each step of the way needs to be thoroughly covered.
Customers feeling at a loss of what to do means that your business immediately gets its first strike, edging closer towards losing a customer.
Customers need to feel taken care of at each stage of the journey.
While you can’t hold their hand through it, there are some features that you can have ready and waiting to assist them;
There is a common misconception around FAQs. The idea of having this section is to address common questions that your customers have about your business.
However, by going into great detail and using their language, these pages could even make some money. When framed well, and with the correct keywords, your customer will be able to access these pages directly from their Google Search.
The more in-depth you go with your FAQs, the more chance you will have an advantage over your competitors when customers are looking for answers.
Email and Webchat
Your email and webchat service are your first points of contact with your customer. While these features might be part of your customer service funnels, they are a little more personal.
You’re now speaking to individuals, so it’s important to see it that way.
While you may have your template answers for questions, it’s important to add a little personal touch to each email you send. These templates are guidelines, not an opportunity to copy and paste.
By thoroughly answering their questions with the customer’s language, you’ll ensure a satisfactory experience.
Webchat is a little different.
With business webchat, automated questions and AI are to be expected at the start of the conversation.
To ensure that customers receive the help that they need, there should always be an opportunity to speak to one of your customer service team after going through these initial questions. Adding live chat is a great chance to learn more about your customer base. To use it wisely, you can click here for more information.
Don’t Be Shy About Phone Numbers and Emails
You discover that you can’t do something on a website, you’ve gone through the FAQs, the web chat answers have led you back to the FAQs, so you start looking for a phone number or email.
They are nowhere to be found.
Don’t be that business.
Customers who cannot get help will leave.
Having an email address or phone number available to call might seem like an action that sets you up for disaster.
However, to have consistent and returning customers, you need to have a constant point of contact to preserve your business’s reputation. That means 24/7 customer service, depending on the internationality of your business.
Good quality customer service is thorough and attentive. By adding in systems that cover all of the questions well, you could even get yourself more customers!
Have well-thought-out systems in place and team members at hand to answer calls and emails at all times. Your customers will not only feel taken care of but eager to continue using your services.