Every new year comes with changes that your business will need to adapt to. In the long run, most of the changes can be beneficial. This year should be the year to focus on how you can improve your customer service department.
There are a few customer service changes this year that can’t be ignored. With smarter customers that appreciate convenience, it’s the year to set up your social media accounts and make your company website compatible with smart phones. Other trends can vary from mailing thank you notes to adding self-service options. Here are a few of our favorite trends that you can incorporate into your plans.
Customers absolutely love being able to serve themselves, from self-checkout lanes to Frequently Asked Questions on a website. It’s time to provide self-service opportunities to your customers when it comes to your call and support centers, your website, and more.
The first step is to set up an FAQ page with all of the questions you usually get from customers. This will provide your newer customers with easy answers to their questions. Add to the list as new questions come up to keep it growing and relevant. Next, you should start posting videos to your website when it may be beneficial to your customers. These can include “how to’s” on using your products or videos showing the importance of your services. Make it easy for your customers to help themselves.
Did you know most of your customers are seeking you out on a smart device? That means that if your website is not setup to be responsive on smart phones, your customers may give up as soon as they pull up your information.
You need to make sure you spend time this year getting yourself set up for smart phone usage to avoid losing customers that rely on mobile devices for their web surfing. Make sure your customers can search your website, products, descriptions, and reviews on their cell phones to avoid losing them to the competition. Mobile devices are smarter and becoming the main choice for most consumers.
Are you showing appreciation?
Your customers want to feel really appreciated or they will end up losing their loyalty with your brand. While an email or phone call showing appreciation to your customers is great, sometimes people prefer an old-fashioned card in the mail. Send a thank you note to your customers in a hand-written note showing that you appreciate that they spent their hard-earned money at your business.
If needed, do it through text message. Just make sure it’s thoughtful and personalized. Your customers will remember it and keep you in mind next time they make a purchase. Feeling truly appreciated and feeling like the purchasing process was even more special will be huge this year for customers.
Social media engagement
It’s important that your social media pages are setup, active, and are being used to engage with customers. It’s goes hand-in-hand with customer service. Your customers prefer to message you on social media about questions, concerns, and even to give reviews. Make sure your page is active and someone is publicly and privately responding to customers.
Responding to a complaint publicly will show the world you care about complaints and showing appreciation for compliments will make you look better too. Monitor your social media pages like crazy this year because that is where your customers are. Look for good and bad comments and respond to both as if it were a direct call to your company. Engage with customers on company updates, promotions, and just everyday fun that will make you feel like more of a friend on the platform.
Raise the bar on customer service
Lastly, make sure you are raising the bar overall on customer service this year because it’s going to be a big trend when it comes to your customer’s expectations. Everyone is upping their game right now and you need to get on board. From social media engagement to sending thank you notes, always go the extra mile.
In fact, you may need to bring on extra help, such as a virtual receptionist who can make sure your phones are covered. When you bring in a virtual assistant of any sort, your phone calls will be answered promptly and professionally ensuring that your customer’s phone interactions are not an area for concern. This is a great way to improve customer service as your customers will find you reliable and easy to access.
Beware of these top customer service trends this year. Your company may need to make a few changes to stay on par with the competition and please your customers enough to gain their trust for a long-term relationship.