In business, it is important that you and your brand maintain a solid reputation and personality. This requires you to maintain good customer relationships with your clients. Word-of-mouth, referrals, and customer reviews are an important part of a company’s brand. Keeping a good customer service record can be harder than it looks, here are some SMART Tips to help!
1. Offer Prompt Support
One of the top complaints that customers have is not getting prompt responses. Even setting up automatic responses explaining that someone will get back to them as soon as possible is better than nothing.
If your business runs around the clock, you may need to provide 24/7 service. There is no longer such a thing as office hours in customer service as people expect to be able to access help all the time. It is important for you to have someone on call 24/7 or have an online service that will run consistently.
2. Text-Enabled
While older people prefer talking on the phone, younger generations prefer the use of email, text, and social media. Depending on your customer base, you may need to offer customer support using all methods. By enabling text-based services, you will be able to help customers who prefer customer support through text, expanding your market base.
3. Live Chat
Live chat functions are incredibly helpful in customer service and they allow the customer to immediately get the answer to a query. If you aren’t very tech-savvy, you can get an IT support partner to help you install this function on your website.
Live chats can also be programmed to answer FAQs and the customer may get the answer they are looking for without picking up the phone or having to send an email.
4. Be social
Twitter is the new customer service hub, and virtually all brands and organizations have Twitter accounts solely used for customer support. The landscape of the world is changing and in order to stay in line with your customer base, you should move to a social platform such as this and offer help.
Be social, engage your audience, and be prompt in your response. It will not only improve your customer service but also your reputation. Take the example of Wendy’s on Twitter and see how interaction can make a huge difference to perception.