Relationships with your customers are fundamental within a business. They improve sales, improve loyalty, and generally make doing business much more of a pleasurable experience for everyone involved. Especially if you are providing an online service instead of a physical product or store, the way you handle customer service can make an otherwise distant interaction that much more personal.
Why is Customer Service Important?
Although the quality of your actual product is crucial in business, how you choose to supply this product is just as important. Often, good customer service can be the difference between making a sale and not making a sale – and especially when something has gone wrong (which naturally can happen). How you handle your problems and queries speaks a lot about you as a business, and consumers will pick up on that.
Therefore, any efforts to improve your customer service will always be worthwhile.
How to Improve It
- Use Helpful Software
Technology is on your side, and it’s there to utilize to maximize your business potential. Good customer service is often synonymous with good communication when you can provide answers to your customer’s questions and have all relevant information to hand to easily check. CRM software provides a database for customer information, which means embracing software like this can make your customer processes and interaction so much easier.
- Provide a Clear Point of Contact
If customers want to make an initial inquiry or ask a question, they need to know how to contact you. Having clear contact details accessible by customers is essential for good customer service. Nevertheless, you need to take this one step further; in this modern age, have a telephone number displayed on your website isn’t enough. Telephone contact is fast becoming the least preferred method of communication, so you’ll want to have online alternatives, such as website contact forms, a contact email, and social media pages, which offer the opportunity for commenting and messaging.
Ideally, you want all the above.
- Always Offer Customers the Opportunity for Feedback
Reviews are extremely important for businesses, and most of the time, new consumers will browse reviews of your business before deciding whether to choose you. Providing a clear way for customers to feedback will be very beneficial to your customer service.
If you run an e-commerce website, you could have review opportunities for individual products that can be displayed on the website. You could send emails following a purchase, which includes a link to where your customers can feedback on their experience.
Improving your customer service this way isn’t about always getting good reviews (of course, that will always be the aim). Negative reviews can happen, but what is most important is how you choose to handle these. If a negative review is displayed publicly on any of your platforms, then you should respond publicly in a professional manner with a solution; this way, any negative feedback can be balanced out by showing how you have positively dealt with the situation.