When you have to set your business apart from the competition , customer service is all.
If they have had a bad experience with your brand, even though they love your products, customers will quickly move on to competition. In fact, after multiple bad experiences 59% of U.S. consumers will switch brands while 17% will switch after a single bad experience.
So the trick to winning consumer loyalty is to give them an enjoyable and unforgettable experience that makes them want to stay. Here’s how you can make improvements in 2020 to increase customer service:
1- Start with a Robust and Sleek Website
Your website is one of the first touch points that a client will encounter when they interact with your brand. Therefore their experience using it would play an enormous role in their overall satisfaction. This makes building a website that is easy to understand and navigate even for first-time visitors crucial, besides being quick-loaded.
Plus, it should be responsive to allow visitors to navigate through pages seamlessly regardless of the device they are using. You can find a number of freelancers who are specialized in creating responsive websites if you want to build a new website from scratch.
Otherwise, you might also have designers to optimize and streamline your website and app design.
2- Be available 24/7:
One of the variables which will decide the level of customer service is your availability. If consumers fail to contact your support team when they need assistance with something, there’s a fair chance that their experience will be negatively impacted.
So it’s critical to have 24/7 availability and be responsive to your customers whenever they need you. This will not be easy to get away with and would take a lot of financial resources and complicated logistics. The additional investment is not exactly affordable for some companies.
The good news is that you can now have reliable chatbots to provide your clients basic help.Work with freelancers who are experienced in creating chatbots and prepare a bunch of predetermined responses to address your chatbot help.
Where the chatbot faces limitations or whenever the customer requests it, the conversation can be forwarded to a live agent in the department in question.This also streamlines the support process and helps clients meet the people they desperately need.
3- Producing content which adds value :
Another way to enhance customer service is through the creation of content that reflects on the viewer and their needs. Your content should add value to your customers ‘ lives–whether it is to help them learn more about a specific topic, learn how to do something, or even just entertain them.
In fact, 88 % of the top performers in content marketing put their audience’s information needs first, rather than using their sales message to ply them. So it’s vitally important that your marketing plan prioritizes your audience’s needs above everything else. Create more informational , entertaining or educational content that will please your audience.
Furthermore, if you want to cater to a wider community of people, don’t just confine yourself to a single content format. You can also produce podcasts, write case studies and publish white papers, in addition to writing blog posts.
You may also experiment with formats of visual content, such as infographics and videos.
It’s best to partner with a content marketer to come up with an effective strategy that suits your target audience and your industry.
4- Know Your Customers Better:
Most importantly, knowing who your customers are and what their needs are is vital for you to begin with. What is it that they like or dislike? What makes them exit your website and what makes them want to stay? Besides the quality of the product and the price, are there any other factors that they consider when buying something from a business?
The answer to those questions will give you the knowledge you need to provide the service they want. You should also conduct surveys to get a thorough understanding of your customers, in addition to assessing their behaviour.
Grow your retention rate with improvements in customer service
Providing a memorable experience is the first step towards retaining the customers
Even if they see cheaper items from your rivals, some consumers will always stay with your brand for the experience. So start with looking for your customers and respecting their needs. Then work on delivering an unforgettable experience with a slick, responsive website, value-adding content and 24/7 customer support.