When it comes to your customer’s satisfaction, nothing matters more than offering fast, reliable service. Your customer service should be your company’s top priority, because customers are the reason you can stay in business.
Your customer’s happiness and loyalty are essential to your business’s success, and it all boils down to what seem to be small, everyday matters.
From the phone calls to your social media interactions, all the customer support channels you have can be a route of offering incredible customer service.
Customers love a wide variety of support channels they can reach you through. It provides them with the fastest and most convenient assistance when they have a question or concern. Whether it’s asking questions about your products or complaining about a bad experience with your services, it’s in your best interest to deal with customer inquiries and concerns as quickly as possible.
Take a look at the most important customer support channels that should be your focus for handling customer service needs.
Your business phone is the customer support channel that allows you the fastest access to solving an inquiry. It’s the traditional support system for customer and company interactions, but many people are allowing this to fall by the wayside in favor of email or text message.
Your telephone is unique in that it’s one of the few ways your customer can get a human interaction without being in your store–which means that personal touch and clearer communication of tone and emotion can take place.
It’s great for your customers who are less tech-savvy, those that need the quickest help, and those that don’t have internet access at the moment and simply need help from a representative.
Make sure your receptionist or virtual receptionist is trained to use customer’s names, personalize the call, and have great listening skills that will make sure your customer feels heard.
Email or live chat
For customers that don’t want to pick up the phone and would prefer to handle their inquiry online, a live chat support session or email support options are perfect.
This allows your customer to get the help they need in any location with internet access, rather than to seek out a quiet location to make a phone call to you.
Your customers will love having a representative’s help within live chat instantly for a question or concern. A client can simply email the company to send out the request and receive a response within a reasonable time frame. Some companies even offer immediate response for more urgent matters.
It’s a great alternative to a phone call that still improves your customer service speed of performance.
Your customers use social media, so the most popular networks need to be one of the main customer support channels for your company. They’re probably looking for your company on their favorite social networks, and they may be sharing info about your company – positive or negative.
You need to make sure you have a social media page on a few of the main platforms in order to connect with your customer base and monitor your online reputation. If people are happy with your services and telling their friends and family about it, you’ll grow in popularity fast online.
If a customer posts a public complaint about your company, you’ll have a public way to show that you are happy to handle any questions or concerns of any customer without ducking and hiding the issue.
People love the self checkout lines at the grocery store. When it’s a small load of items or perhaps an embarrassing item or two is included, it’s easy to check out your items yourself, pay, and be on your way.
This anonymity is starting to come into play when it comes to self-servicing with a company. People are starting to place more value on self-service opportunities than on speaking to a representative of the company.
This is because the customer’s issue can be solved faster, because there is no need for speaking to an agent, and because the customer receives satisfaction from handling their own problem.
Additionally, by helping his or herself, the customer ends up learning something that may become handy later.
These customer support channels are the most important ones to have available to your customer base. Not only do they offer a variety of opportunities and communication modes for your customers, but they offer the best efficiency to your customers in getting their problems resolved quickly – and without costing you much.