The one thing that would make or break your business is your customer service. One bad service review and your name will be tarnished. But this takes time and effort, which costs money.
Unhappy customers are a business’s worst nightmare. And customers’ increasing propensity to complain—or get more vocal, if they like you—by way of commenting on social media reinforces this point. Here are five ways to improve your customer experience and bottom line!
Live chat
Accessing live chat is one of the easiest ways to get straight answers from a real person who knows how your particular product works and can help you with whatever issue you have. Live chat is online chat support that allows customers to communicate with someone in real-time through text or video.
Live chat is beneficial for tech products because of its instant connection. With phone support, customers are often left on hold for long periods and transferred between representatives who may not even work for the company they claim they do. Live chat gives customers instant contact with someone who understands their product and can answer all their questions in real-time.
Below are some tips for offering excellent customer support through live chat:
- Be friendly and polite
- Respond within the same day or at least within the same hour
- Don’t be afraid to apologize—even if it’s not your fault
- Get all the details about the problem before trying to solve it for them
- Never promise something you can’t deliver
- Listen as much as you speak—your customer might be saying something that helps solve the problem without even realizing it.
Help desk software
Help desk software is a tool that allows you to interact directly with your customers. It is designed to help streamline the process of answering customer inquiries and questions by allowing you to submit, prioritize, and track their requests in an easy-to-use interface. This can be accomplished through tools such as a Knowledge base, FAQ, Ticketing, and Live chat software.
The primary role of help desk software is to assist the end user with any issues or concerns regarding your product or service. This can range from technical support issues, such as how to properly use an application or fix a problem with a website or other online platform. The software is also used for non-technical billing concerns, refunds, cancellations, and other account-related matters.
Chatbots
One way to deliver fantastic customer support is through chatbots. A chatbot is a computer program designed to simulate conversation with human users over any number of subjects. They are often used in business settings to automatically respond to customer inquiries using machine learning to acquire knowledge about their products, services, and customers and respond accordingly. For example, a company might have a chatbot that assists customers with questions about their product or services via text messaging or social media platforms such as Facebook Messenger.
The best part is that companies can hire people to staff these positions 24/7. Chatbots are always available and never get tired or bored of repeatedly talking about the same thing. You can also update them instantly when you need to address new issues that arise with your customers. The best part: customers love them too!
Tutorials
Tutorials are a great way to deliver fantastic customer support. When your customers have questions or needs that your FAQ can’t meet, a well-crafted tutorial will give them the guidance they need.
The key is to make sure your tutorials are easy to find and easy to access. You want people coming to them with their problems, not having to hunt for them. If there’s one thing that can drive customers away faster than any other, it’s a bad experience. If it takes too much time and effort to access the solution they need, you can bet they won’t be coming back—and they’ll tell their friends about it, too!
When you think about crafting your tutorials, keep these things in mind:
- Be clear about what your customers need to do and why.
- Use language that is easy for everyone to understand.
- Make the process fun and interactive!
Private social media groups
Social media can be an excellent tool for companies to interact with fans and customers. But there’s no better way to do this than by creating private social media groups where you can give your customers a place to share their problems and get support from one another.
Private social media groups provide just this type of environment. Still, they also allow businesses to be involved in the process. By providing support through these private groups, companies can help their customers feel like they are part of something special, part of a group where they belong. Exclusive access helps people feel like they’re part of an elite group that gives them an insider’s look at the business, which in turn creates trust between the company and the customer.
Keep your customers happy
A good support system boosts customer loyalty, which is an invaluable part of any business. Consider it a necessary component of any strategy for long-term success. After all, you don’t want to lose all the hard work you’ve put into achieving your goals so far, right? To help you with better customer service, contact us!
