Professional customer service goes a long way in rewarding any organization.
With a solid performance from your support team, great customer loyalty can be generated, which can ultimately give effective returns.
However, most companies often ignore the importance of improving their customer service.
As a result, the relationship between customers and the brand is highly affected.
But not to fret as we’re here to list 5 easy ways to improve customer service that will produce effective results. So, let’s get started:
Keeping It Knowledgeable
One of the easiest ways to improve the performance of the customer support team is by letting the team know about the company’s portfolio.
Knowing what the company is about, its goals, and the customers it’s targeting can help align performance with the company’s vision.
Do You Know?: According to HubSpot research, 93% of customers are likely to make repeat purchases. It is possible because companies offer excellent customer service.
Take Windstream Customer service for instance. Operating in the internet industry, giving customers effective responses for issues faced in the services is highly important.
However, Windstream’s support is well-equipped with the knowledge and the skills to tackle any problem.
As a result, it’s able to produce customer-satisfying results, which in return give a boost to the organizational performance.
Considering this, it’s always a good option to keep your team knowledgeable.
Not only does it help to resolve issues on the go, but also helps the representatives in going the extra mile in facilitating the clients.
Ultimately, it strengthens the entire workflow, giving an additional growth boost.
Establishing a Hierarchical Tree
Not knowing what to do is one issue, but not knowing who to seek help from is another menace.
The lack of communication can create a mess in any organization, no matter how good it is.
Regarding customer service, establishing a solid hierarchy can help boost its performance by manifolds.
The graph shows the use of varied channels by service organizations and customers consisting of email, phone, in-person, social media, online, knowledge basis, customer portal, text, Messenger App, online chat, mobile app, discussion forums, and voice-activated personal assistants.
Amongst all of them, email remains at the top. Since 95% of customer service teams use email.
For starters, the representatives can report any issue that hasn’t been recorded during the overall proceedings.
In addition, some issues can require specific technical assistance that can’t be handled by the representatives on their own.
However, with a hierarchical tree, communication can be seamless and everyone concerned can easily be looped in.
Teams can coordinate with each other without having any barriers. As a result, a coordinated flow can be created, which will help resolve issues with time efficiency.
Giving the Right Tools
This is vital since upgrading with time makes it easier to remain versed with the right processes.
The same is the case with customer service. From chatbots to emails and custom messaging, all such tools can help ease the processes of customer dealing.
What happens is that customer service can tackle multiple issues on the go.
Instead of consuming more time and resources on one task, various such tools can be used to enhance the performance of the support team.
Plus, automation is the next step toward human facilitation.
However, one thing to consider is that not every innovation is bound to give the standard results any organization would want.
Interesting Fact: Around 41% of consumers expect an e-mail response within six hours. Only 36% of retailers responded that quickly.
For instance, a chatbot can be used to reach out to customer queries and issues without any delays.
However, the customized response from the bot is only applicable in instances where it understands what the customer is talking about.
Plus, clients tend to want a personalized experience, and having a chatbot to respond will be a turn-off for them.
That is why customer services and automation innovation should work side by side. This will help balance the workload when giving effective care to the customers.
Again, this should be correlated with the improvements mentioned earlier to get maximum results.
Creating Trust and Empathy
One of the many reasons why most customers feel disgusted interacting with any brand is because of the poor customer service they’ve received.
However, no one is entitled to perform poorly.
For customer service, trust and empathy are two major factors that should be considered for professional growth.
When the company can’t trust its team, then there’s no reason for the team to perform accordingly.
In addition, if the management isn’t empathetic to the team, the same thing will occur during performance.
As a result, customer service will perform poorly, ultimately damaging the company’s reputation.
If companies would trust their employees and are empathetic towards them, their team, especially customer services, will perform fantastically.
Plus, it will be reflected in their workability so one can count on having a solid improvement in customer loyalty.
Another good way to do this is by offering loyalty programs, promotions, bonuses, etc. This will automatically encourage the team to perform better, which will pay off in both the short and long term.
Integrating Customer Experience
If you think you don’t need to work internally, then go for external factors that can help improve your customer service.
And what’s better than asking customers for such feedback? Customers’ experience, as well as customers themselves, can provide effective insight into improvement opportunities to work on.
Do You Know?: According to a 2011 American Express Survey, “Americans tell an average of 9 people about good experiences and tell 16 people about poor experiences”.
For instance, methods of dealing with the clients, knowledgeability regarding products and services, effective measures taken to provide solutions, etc. all of these can be taken into consideration from customer experience.
As a result, derivatives can be made to acknowledge potential weaknesses and find out where the team lacks.
Using these, the company can strengthen its customer services, enriching them with performance-enhancing training and skills.
We just gave some necessary insights into easy ways that can be used to enhance customer service performance.
These don’t cover every aspect; however, working on them will surely help improve workability without a doubt.