Regardless of the products and services your business offers, more often than not, a handful of other businesses have sold the same for years. These businesses might have already penetrated the market, making it difficult for your own business to stand out.
If you want to level out the playing field, exert time and effort in improving your business’s customer service. This can be your edge to gain more customers, which in turn can help you create a better brand and earn more profit. To drive the point home, consider the points below:
- Customer service helps in retaining existing customers.
Just because a person made a purchase from your business once doesn’t mean that he’ll do it repeatedly. Usually, customers will jump from one business to another, assessing which ones fit the bill. If you want to foster loyalty, create unique experiences that will encourage customers to patronize and talk about your business. To achieve this, you should aim to provide the best service possible, along with the products you’re selling. Here are some tips:
- Start by connecting and engaging with your customers, rather than just pitching in your products or earning a profit. If you have a physical store, talk to your customers by asking questions like how they got to know your business, why they’re purchasing your product, and what other services they’re looking for. End your conversation by saying you look forward to seeing them again in your store.
- Offering a 24/7 customer service hotline is also a great idea to retain your existing customers. It’ll be very convenient for them to have access to professional help whenever they need it.
- Customer service through a proactive live chat is also an excellent way of retaining customers. This option can be very useful for people who don’t have any telephone lines or for those who are always on-the-go.
- Customer service helps in informing customers about delays or interruptions before it actually happens.
It is inevitable to experience delays or interruptions regardless of the number of years you have been operating in the industry. If you have an e-commerce business that offers free delivery to customers, orders may be shipped late due to bad weather conditions. If you don’t have a method to deal with such situations, you’ll never gain and maintain customers.
Fortunately, customer service can help lessen the risks involved in delays or interruptions. A proactive customer service team is what you need to reach out to customers in informing them about delays or interruptions ahead of time, and the following are the advantages:
- It assures your customers that their orders are in good hands.
- It allows your customers to make necessary adjustments whenever needed.
- Despite the delay and interruption, you can still earn your customers’ trust by letting them know about the problem and the solutions you’re implementing.
- This will also save your business from the unwanted stress of handling frustrated customers who were clueless about the delays, not to mention all the e-mails and phone calls you have to respond to.
- Customer service helps in getting feedback from customers.
Your business needs to adapt to the changes in the industry and the demands of your customers in order for it to thrive. This is the reason why customer feedback is more important than ever.
You shouldn’t cut ties with your customer the moment they buy from your business. Reach out to your customers to ask for feedback. Once your customer service team gets in touch with your customers, you are getting information straight from the horse’s mouth. Here are the advantages of customer feedback:
- Customer feedback will help you create products and services that are tailored-fit to your target audience’s needs and bring the most revenue.
- Customer feedback also saves your business from guessing which processes in your business should be retained, improved, or removed.
- The process allows you to connect with your customers and engage with them on a more personal level. You’ll make them feel that they’re a vital part of the business; not just your business’s source of income.
- Customer service can be your edge from the competition.
As mentioned, businesses can offer the same products and services but never the same quality of customer service. If you want to level out the playing field, work on crafting the perfect customer services. You can do that by following these tips:
- Observe what the competition is doing, assess which strategies work and doesn’t work for them, and benchmark for your own business. If the competition is offering free delivery to first-time customers, offer free delivery to all of your customers with free return or exchange services.
- Provide training and workshops to your customer service team; it’ll be a worthy investment. Because they are the front liners of your business, educating them on the latest best practices on customer service will pave the way to happy and satisfied customers.
Make Customer Service an Asset
The tips above are applicable not just for e-commerce businesses but for nearly all types of businesses. Whether you own a big company with a focus on marketing solely for the legal industry such as One400 or you have a dental clinic in a small city, the same principles in customer service apply. Let your business’s customer service become your unique selling proposition to stay on top of the competition.