If you really want to take your customer service to a much better level, you need to rethink the way you operate. Instead of the traditional question-and-answer processes that most companies offer, consider putting your customers at the heart of your concerns.
In concrete terms, this means offering them sustained support before and after the purchase. The goal here is to offer them assistance that goes far beyond what is traditionally provided. You need to focus on their problems and how to solve them rather than on your sales. By doing so, you are sure to give them a much better customer experience. This will help you build customer loyalty and differentiate yourself from your competitors.
Offer payment solutions that improve the customer experience
A complex or lengthy payment process can sabotage your customer relationship. A customer who has to think 1,000 times before making a payment with you will be less likely to make purchases from you. So if you want to improve your customer relationship, you need to have payment solutions that suit your customers’ profiles.
While the trend is towards mobile payment, many people still use traditional purchasing devices. Others still prefer the new payment methods, in this case contactless.
In such a context, you will gain a lot by offering an omnichannel payment solution. Sometimes it may be necessary to choose a payment terminal that meets a specific need of your customers. In any case, to optimize the customer journey and not miss any sales, you need to choose the right payment solution. Make your life easier when choosing the best payment solution for your business by using a quality payment solution comparator.
Focus on personalized customer service
In marketing, personalization of services is one of the most trendy levers. Applying it to your company’s customer service will certainly allow you to optimize it. What do you need to do to achieve this?
- You can personalize the contact media you use to interact with them;
- You can add personal touches to your messages and mails;
- You can offer video calls to talk to your customers face to face (this helps to strengthen relationships)…
Waiting for the customer to express his dissatisfaction before proposing a better solution is no longer the best way to proceed these days. You need to be able to inform the customer of potential difficulties before they arise. It is this strategy that will take your customer service from good to excellent.
What you need to do here is to study the profile of each of your customers, monitor their interactions and analyze the decisions they make.
Did they choose a service or product that doesn’t really suit their needs? It’s up to you to inform them and guide them to the best choice. Are they not following the advice or directions you gave them correctly? You need to let them know and offer the assistance they need. Proactivity is a really powerful approach that will also allow you to deal with some of the future problems you may face.
Really listen to your customers
Sometimes listening to your customers’ opinions is all it takes to improve what you’re already doing. Only your customers can help you keep them happy. Feedback is information that is truly worth its weight in gold. That’s why you need to find the best ways to collect as much of it as possible. Whether it’s through satisfaction surveys or other means, you need to solicit feedback from your customers to better satisfy them. The more you optimize your customer feedback collection and analysis system, the better your customer service will be.
Focus on omnichannel customer service
Communication medium preferences vary from customer to customer. Figures show that more than 90% of dissatisfied customers don’t speak up because of the lack of adequate communication channels. Knowing that a dissatisfied customer is a nuisance and a loss of profit for your company, you must be present on different communication channels. You will then be able to be as close as possible to them and to evaluate their satisfaction more easily.
Here are some examples of communication channels you can use if you want to set up an omnichannel customer service:
- Website forms;
- Instant chats;
- Social networks…
You must be particularly present on social networks. Why? On the one hand, because these are the platforms where your customers think they can find you. On the other hand, because you can offer a more interactive customer service and resolve conflicts or misunderstandings more easily.
Other ways to improve your customer service
There are many ways to improve your customer service. In addition to those mentioned above, you can also:
- Offer real-time customer support;
- Leverage AI and chatbots (virtual assistance services are increasingly being developed with artificial intelligence);
- Choose good customer advisors;
- Build a team that knows your business, the values you stand for and will be responsible for anticipating customer needs;
- Use CRM for customer relationship management;
- Take care of your e-reputation…