A well-designed customer support center is one of your most powerful business tools. American businesses lose $41 million a year because of poor customer service, according to NewVoice Media.
And 53 percent of customers are so put off by the fear of never getting the chance to speak to a real person, they switch to competitors without even attempting to resolve the issue. Such sobering statistics prove the need and demand for customer support that actually makes an impact.
Check out the following tips on how to create a support center that turns your most valuable assets, your customers, into loyal ones.
Tip 1: Be Honest & Accessible
An American Express Survey reports 3 in 5 Americans would be willing to try a new company for better customer service. Be proactive about how you will support your customers and follow through with your promises. A memorable customer service experience can be as simple as being open and communicating — online, in-person and over the phone. How will you assist customers when things go wrong? What steps you will take to resolve the issue? Are customer testimonials available to develop product and brand confidence? Make your commitment to customer service public and earn the trust of your customers. They’ll choose you because of the open, honest and trustworthy relationship that’s been built.
Tip 2: Invest in a Fully Equipped Customer Service Platform
First, create a clear and focused strategy for how to support your customers. A telecommunications platform can address customer needs, strengthen interactions and provide data to create loyal brand customers. Partner with a company that provides superior customer service engagement solutions like inbound automatic call distribution systems, multichannel contact options, CRM integration, through workflows, and a 360-degree view of your customers.
With these capabilities, you can assist and retain your customers and enhance the consumer experience. Streamlining your platform makes it easier to diagnose issues and efficiently respond to customers whenever wherever and through their preferred channel of communication.
Tip 3: Listen & Respond to Feedback
Integrate a feedback center into your customer service platform that will allow you to recognize weaknesses in your support strategy. Overwhelmed with customer complaints and concerns? Respond to each and every customer with understanding, knowledge and a solution. Loyal customers can be worth up to 10 times as much as their first purchase, according to the White House Office of Consumer Affairs. If something goes awry with a first-time customer, you can still remedy the situation. Respond to negative online reviews or social media complaints in the following ways:
- 80 percent of social media customer service queries are ignored, reports SocialTimes. Respond as soon as possible; social media is one the most influential ways consumers connect with and promote brands.
- Publicly respond to complaints to create a reputation for excellent customer service.
- Make sure to respond to positive feedback as well to show that you’re listening, value your customers and appreciate their service.
- Respond to negative reviews politely and acknowledge the customer. “Explain your side and add a human touch,” recommends a Sage Contributor on Forbes.com.
- Be helpful and use the bad experience to highlight your strengths and spotlight brand accolades.