Kyrie Ellison, Negosentro | Keeping your customers happy is one of the main aims of business. However, there are times when there is nothing you can do to avoid a customer who is upset. One of the main reasons that your customers will be unhappy with your service is if they have an issue that they cannot resolve. It makes things more problematic if your customer’s service is not available when they need them. Here are ways that you can improve your customer service and keep your customers happy.
One of the first things your customers will do when they try to contact you is by visiting your website. That is the place where you need to have all the information about your company and how your customers can reach you. Apart from having your telephone numbers and email address on the site, there are other ways you can link up with your customers. One way is to have a web chat service that allows them to chat directly with someone at almost any time of the day. It is also important that you make the details of the customer service clearly visible so that everyone who clicks on the site can see it.
Ringing customer services by telephone is one of the main issues that customers complain about, mainly because they often have to wait for a long period to speak to a representative. If you have a telephone customer service number, then you need to make it as accessible as possible to customers. One way that you can do this is to use Enterprise Call Tracking with Ringba, it makes it easier to track exactly the number of calls on the system and queue them up to the next available agent quickly. Getting your customers to speak to an agent as soon as possible will help to keep the situation calm.
Contacting customers services by email is, for most companies, the longest way to respond to issues. Some businesses stipulate that it can take up to 7 days to get back to the customer. While you can have the same stipulation, it will make your customers a lot happier if you can get back to them sooner. Send an automated acknowledgment of their e-mail so that your customers know you have received it, then aim to get back to them with a more substantive response within a couple of days.
One of the best and quickest ways to communicate with your customers is through social media. With almost everyone now owning a cell phone and having a social media account, you can communicate with your customers easily and reply to them at any time. You may have concerns that social media will only be used to highlight negative experiences with your company; however, if customers see that you deal with issues fairly, respectfully and within a respectable timeframe, this can be a positive for your company’s reputation.
By adapting the methods with which you interact with your customers and deal with their queries, you can keep your customers happier and resolve any issues quickly.