How to connect with customers and build loyalty
Businesses are under pressure to deliver more personalized service, faster resolutions, and better overall customer experiences. For that reason, Service Geeni has put together an infographic showing top tips to help businesses improve their customer service.
One of the most important things is providing a faster first response. Nothing frustrates customers more than being ignored. You can try and introduce service management technology to provide a faster initial response. These can be online portals, dashboards, AI chatbots, and support forums.
If you do decide to remove human interaction as a first point-of-call, make sure that your customer is moved swiftly from digital experience to an interaction with a human when necessary.
Communicate with customers using their preferred communication channels. Customers want to be able to contact you using their preferred communications method — whether that’s by phone, email, chat tools, or social media. Make sure you understand which channel your customers like the most.
Provide a consistent approach. When it comes to boosting customer satisfaction levels, the consistency of experience you provide across all available support channels is critical.
Make sure you keep your customers updated. Once you have told a customer what to expect, it’s important that you deliver. Make sure you inform customers if there are any delays or any changes.
Try and resolve any issues before they become a problem. With planned preventive maintenance (PPM) service-led businesses can perform regular maintenance and reduce the chances of equipment failing. Instead of fixing things when they break, you fix them beforehand — leading to enhanced levels of customer satisfaction.
Establish customer feedback process. Your customers will welcome the opportunity to tell you how you are doing. However, when customers tell you about their experiences, you must also use this knowledge to address any issues and improve.
Identify where you can make customer service improvements by analyzing any recurring issues. See how effectively you are managing these problems. Once armed with this knowledge, you can put steps in place to manage the customer experience more efficiently.
And don’t forget to maintain standards across the customer journey. Maintaining standards when dealing with customers is vital to long-term success. Where there are any problems make sure that you deal with these quickly and easily, making your customers happy.