Running a business relies upon excellent customer service. When you work on improving your customer service strategy you’ll enhance your reputation, increase loyalty, and boost sales. There are plenty of ways you can look to improve, so make a start with these five simple tips.
- Chatbot tech
Chatbots are a kind of AI software that work by simulating human conversation. Chatbots can converse with your customers via messaging chat, dealing with a wide range of queries. Businesses tend to use chatbots on their website and social media accounts. AI chatbots mean you can respond to customer questions and issues 24/7. You’ll enhance your service with around the clock coverage, and you won’t need to hire extra staff.
- Telephone answering services
A telephone answering service refers to an outsourced service that takes inbound calls on behalf of your business. Sometimes these companies are referred to as ‘virtual receptionist’ services. There are several benefits of using a telephone answering service including:
- Improved customer service with 24/7 call answering.
- Less expensive compared to in-house call answering teams.
- Boost productivity and less downtime for you and your team.
- The opportunity to access bilingual answering services, (if appropriate to your needs).
- Collect customer feedback
When you’re looking to improve your customer service ensure that you collect feedback from your customers. There are many ways that you can collect feedback, including net promoter score surveys, pop-up forms, emails, or chatbots. With the right customer feedback you can identify your strengths and weaknesses, to make improvements. Net promoter score surveys can help you to identify how many of your existing customers would recommend you to their friends and family.
4 . CRM System
CRM stands for ‘Customer Relationship Management’, it’s a system used to organize and manage interactions with existing and potential customers. A CRM system stores contact details, preferences, social media data, interaction history, and more. With a CRM system, you can track your leads, and improve your sales strategy. These systems offer a wide range of features that can help businesses to strengthen their customer relationships. When you learn about your customers you can offer an improved and personalized service, helping you to retain loyalty.
- Speed up response times
Customers expect a speedy service, and so it’s helpful if you can speed up your response times, whether that’s your emails, social media comments, or call handling. When it comes to your social media it’s important to respond to both negative and positive comments. Customers will judge your business on how you handle criticism, and so it’s important to be seen dealing with any incidents professionally. It can be useful to use social listening software to monitor what people are saying about your industry and your business. A few examples of such software include Brand 24, Awario, or AgoraPulse.
With a clear but simple strategy to improve your customer service, you’ll boost customer loyalty and improve your ROI.