The success of your business depends on your last customer interaction. Thanks to the Internet and social media, consumers have enormous power of influence. It doesn’t matter if you run a small business or a large company, one negative review can destroy your reputation in a matter of hours.
More than 80% of buyers read reviews from other customers before making a purchase, and almost all of them (97%) admit that poor customer service significantly reduces the likelihood of purchasing a product or service. Therefore, it is important to constantly monitor the level of customer service, because the impressions of consumers from interacting with you continue to be one of the most effective marketing tools. And it is up to you whether they will work in your favor.
Customer experience is the main motivator
For modern consumers choosing which company to give money to, the goods and services themselves are no longer so important. The driving force behind choice is now the experience and emotions gained. Having a positive experience and overall pleasure from dealing with you, the client is more likely to return to you and recommend you to others. Including through online publications.
Take it for granted: consumers are jaded. Market abundance dulls sensitivity and impressionability. Therefore, relying only on the quality of the product is no longer worth it. You must give your customers the best experience. And to do this, you must have a high-quality customer service that will help you sell more, contact customers longer, and attract a new audience more effectively.
But all such methods have significant disadvantages:
- Getting feedback like this is difficult and time-consuming
- Results may be distorted
- The process itself is quite expensive.
A more effective way to objectively evaluate customer service is social media analysis, which does not conduct surveys but studies the array of information generated by the users themselves.
Here are the main advantages of this approach:
- Large volume of open information
- Get results literally within a day
- Socially expected responses are not used
- Analytics can be configured once and then simply launched according to the specified parameters
- New results can be compared with previous ones.
- A unified methodology for analyzing both your company and competitors
To provide the best experience to your customers, you need to be in close contact with them. Understand what they expect, receive and analyze feedback, and look for growth points together with them. And social networks are great for this.
Show your care through actions
Whatever brand you take, everyone talks american samoa business directory about their love for customers. But if reality differs from words, then they are not worth a dime. A random example: contacting the contact center about a delivery delay. If the buyer does not see attention to his problem here, if he only gets template excuses, will he feel the love of the brand, which it talks about so loudly? Hardly. Therefore, the reputation of a caring company must be built on deeds. And at all levels.
Therefore, building a quality service should start with attention to the company’s employees. It will be difficult to demand that they care about the client if they themselves do not receive it. Love your employees – then they will be imbued with the importance of love for clients!
Here are some more useful tips:
- Remember that the client often approaches you already having some emotions about your offers. And you should strengthen positive emotions through customer service, remove possible worries and doubts. Remember, no matter how great your product is, poor interaction can completely kill client expectations.
- Automate repetitive processes, but do not exclude humans from them completely. Transfer requests to technical support to a chat bot – add a “Call a specialist” button. Complete “botization” is not compatible with caring service.
- Integrate your auto-tools into a system. By tying them together, you will not only increase their efficiency, but also make them easier for your clients to use. But again, don’t overdo it.
Try to provide a WOW effect and a sense of closeness
Your customer service will be truly caring if the client feels that you are on the same wavelength with him. That you understand and can share his recent mobile phone number data emotions. It is necessary that the client remains in a slight pleasant shock after communicating with you.
But in order for this to work really effectively and not turn into a farce, work on the WOW effect needs to be standardized:
Monitor customer reactions and adjust your WOW strategy
Once again: by WOW we do not mean making a show out of every customer request. We are talking about such interaction, in which the client this is for the technical part will also receive emotional pleasure. From the fact that he was understood. From the fact that his mood has improved. All this is valuable for your reputation.
Give employees more trust
For customer service to be truly caring, your employees need to have enough freedom to act. Including to correct a situation that has gone slightly wrong. And to offer customers something more.
If, to resolve each issue, a line employee is forced to contact his manager, who then contacts his manager, and so on, then everything will be too drawn out. And the client will most likely leave without waiting for a solution to his problem.
Provide multi-channel support
To make your audience loyal to you and feel your care, use as many channels as possible to interact with users. Here’s what will help you effectively process the entire volume of reviews:
- Set up a comprehensive monitoring system that will quickly collect fresh mentions from all sources
- If a user needs your support, then provide it regardless of where you received the request.
- Collect all the feedback you receive into a single system where it will be easier to work with
If you do everything and debug it correctly, then working with feedback will become not only more effective, but also more cost-effective. Users, noticing that you quickly and actively respond to incoming comments, will treat you more loyally.