According to research, about 86% of customers would be glad to pay a lot more for a better customer experience both in-person and online. Good customer experience is also known to drive the loyalty of customers as compared to merely having quality products. It shows how important customers rate their experience and why it shouldn’t be taken lightly. Below are a few tips to help you improve your customer service online.
Encourage all members of your team to offer support to customers
Try to encourage your employees to speak with customers both in-person and online. Teach your team to cultivate the habit of always being eager and ready to pick up and answer customer questions and also offer any assistance that your customers may need. By doing so, your entire team will have it in the back of their minds that it is their collective duty to support customers. You will not have them thinking it is the duty of just one department. They will also learn how to communicate with customers properly and to have a sense of responsibility when it comes to the business.
Be conscious of the importance of your customer’s time
Consider studying the average time your customers need to wait for their very first response. Also, try to find out the average period of time it takes for their concerns to be resolved. Having this information is very important, and it will help you to make the necessary improvements. You should always take improvements seriously because the longer your customers need to wait for a response from you, the more they get tempted to consider exploring other options.
These options include communicating with your competitors. Nobody enjoys waiting, especially when the situation at hand is deemed to be crucial. To help you monitor and make improvements, ensure you have the right software or tools that keep records of such activities. Then, with your accumulated results, you can begin to put the suitable measures in place.
Know the needs of your customers
Try to get to know the trend of needs of your customers to help better you serve them. You can get to know this by trying to think like your customers, considering the services you provide, and anticipating all possible needs. You can also simply find out directly from your customers by creating a questionnaire involving practical scenarios and a usability testing framework.
By doing so, your customers get to inform you of their experiences and expectations. And they also end up feeling special because they realize that you are looking out for their best interests and that their opinions matter.
Customers usually seek results and answers to their questions as fast as possible and with accuracy. So despite all your company’s processes and procedures, it will help retain your customers by coming up with the best online support system and experience. So your customers will remain satisfied without having to experience too many delays that may cost you.