e-PA: Just the Facts – Another chance to jump on our ‘Fact Train’, with it’s non-stop service to Knowledgeville!
“Customer service is the new marketing.” Derek Sivers (Founder, CD Baby)
Back in November 2021, we wrote an e-PA: Just the Facts entry titled “5 Tips from World-Class Customer Service Teams”, and were overwhelmed with interest on the topic. So much so, in fact, we have decided to put another one out there… I mean, customer service is what we do, after all!
Here are 7 super easy tips to improve your customer service, today:
Take a Closer Look at Your Purchasing Process
How easy is it for a customer to purchase from you? Why not try the process yourself, as a customer, and find out for yourself what can be improved?
Did you know – 74% of people are likely to switch brands if they find a company’s purchasing process too difficult.
Make Your Customers Feel Special
Valuing your customers and making them feel special and important is a vital ingredient of customer retention, and repeat business.
Did you know? – Feeling underappreciated is the number 1 reason customers switch away from a particular company, product or service.
Try introducing customer incentives or perk schemes, loyalty programs, or even something simpler, such as thankyou postcards.
Keep Your Customers Happy…
…and they will market your business for you.
Did you know? – 77% of customers will recommend a company, product, or service, to a friend, after a positive experience.
Focus on keeping your customers happy because they will show appreciation for great service.
There is NO Substitute For the Human Touch
Chatbots, voicemails and out-of-office auto-responses have definitely had their day.
Did you know? – 75% of customers believe it takes too long to reach a live agent.
The people have spoken – ditch the automated tech, and get a real person on the other end, instead. Whether it’s over the phone, via video call, email, or a live-help chat via social media or your website, there is absolutely no substitute for real-life human service or an authentic voice!
Respond Quickly on Social Channels
Did you know? – The average wait time on social media is nine hours.
Buck the trend, make a difference and engage your audience (customers) quickly on social channels. After all, you might just catch them before they have a chance to look elsewhere.
Harness the power of social customer service, and answer any questions and enquiries promptly. Perhaps consider a separate page dedicated to support.
The Same Applies to Emails, Too
Despite email being widely considered a ‘get to it when you can’ customer service channel, this couldn’t be further from the truth.
Did you know? – Customers expect a response to their email enquiries, to a business, within one hour.
Think of Customer Service as a Sales Opportunity/Investment
Invest in great customer service to beat the competition and build long-lasting relationships with your customers.
Did you know? – It is anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep an existing one.
Taking that on board, look at any investment into customer service as a sales opportunity, as opposed to a cost.
For anything else customer service, or if you looking to improve yours today, get in touch with e-PA or, better yet, take a free trial of our industry-leading, multi-channel answering services, and see what the next level of customer service looks like, for yourself.
If you want to improve your social media asnwering game, read our blog article!
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