on 07 June 18
When you are running a business, customer service and support is arguably one of the most important things to its success and longevity. The product or service that you offer can be outstanding and the best in it’s class, but if your service is lackluster, you are unlikely to be successful or popular among the public.
While it is important to have a good customer service staff that are kind, helpful and knowledgeable, that in itself might not be enough to offer as good a customer service experience as you want. In addition to hiring a solid team, you should be taking advantage of the various tools at your disposal that can help to take your customer service to a whole new level. With that in mind, this article will look at three of them that you definitely should be using.
A Good Live Chat
Gone are the days where email correspondence and phone calls are acceptable as the only ways to be in contact with your customers. People are shopping and doing more online than ever before, and thus want an immediate response to their questions and concerns. While the phone can provide that, there are often long wait times and many people simply don’t want to talk on the phone.
Instead, you should look into getting live chat functionality for your company or website. Having a live chat will allow customers to reach out to your customer support team in real time, without having to pick up the phone. This can also be a beneficial way to provide information to customers about promotions or services your company offers.
If you are interested in learning more about which live chat software you should use for your customer support, be sure to check out this article: Top 10 Best Live Chat Software Solutions Compared by AccuWeb Hosting
Whereas social media used to be something for people to use to keep tabs on their friends, family or favorite celebrities, it is now so much more than that. Social Media is essentially a must-have for companies of all shapes and sizes in the modern day. However, in addition to having an account, you need to ensure that you are updating it and posting on it frequently.
You need to create a presence that can not only serve as a marketing tool, but can also use it to engage with your customers and potential customers. It can be extremely beneficial for customer support as well, as it allows for instant communication, which will let you hear, understand and help deal with their problems in a timely manner.
Customers always like to feel as if they are being listened to and that their feedback is being noted. However, if your website or offices don’t have a place for customers to leave notes, emails, feedback or complete surveys, your customers won’t be too happy. Providing customer feedback opportunities not only gives the customer the peace of mind that they are being listened to, but can also give you valuable insights on what your customers think you need to do better.
Allowing for (and taking into account) feedback also helps to build trust with your customers, which is an incredibly important thing. This is because it can cost a lot more to constantly get new clients or customers than it does to simply get new business from existing clients.
In conclusion, by utilizing these tools for your customer service and support you will be well on your way to offering better service and assistance to your customers than ever before.
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