Photos courtesy of individual members, Engage Customers In Your Improvement Efforts. Change the way you think about customer service. Aim for fast problem resolution. Measure and reward the right things.
Well, we've put together this exhaustive list of 19 great customer service tips that show how to improve customer satisfaction levels and increase loyalty. After all, 91% of people would be happy to use a single online knowledge base if it suited their needs. In addition, the use of the help and frequently asked questions sections increased to 81% among US adults. You've set up multi-channel support for your small business.
Then, you start receiving tickets, calls, and live chats related to a missing feature. With feature request articles, customers can vote for the features they want. This simplistic but useful help center tool gives decision makers in your small business the ability to track and prioritize customer pain points. Listening to what your customers have to say about your company is essentially the best way to improve your product or service.
Running a VOC program and measuring your Net Promoter Score can tell you a lot about how customers view your business and how satisfied they are with your products and services. When customers contact your small business, they expect your company to save their day, and often on the spot. Even if most customers don't accept your offer of help, they'll appreciate the gesture and form a more positive impression of your company. Listen to your customers through surveys, polls, on social media, in focus groups and in conversations with your representatives.
In addition, customer feedback can also help you improve your services and products, and provide you with data that makes it easier to make the right business decisions. At the same time, you should consider adding additional text to the refund policy page so that people know that if they ever have any problems, they can always trust your customer service and link to the corresponding pages. In addition to that, you should also consider encouraging people in management positions—or at least high-ranking employees—to spend some time every month or every week analyzing the customer feedback they collect and extracting from them the main weaknesses and suggestions. Providing excellent customer service isn't just about answering questions with support software, but about knowing every detail of the product by name, location and usage.
On the other hand, 91% of customers who had a bad experience will never do business with your company again. The challenge for small businesses is that many lack essential resources, such as a full customer service department, and yet face some heavyweights. If you don't have a big enough budget, you should also consider outsourcing customer service positions to freelancers, either in your country or abroad, as it allows you to save money on renting office space. Big or small, today many companies have established customer service on social networks to help users and collect positive and negative feedback.
Satisfied customers can help you build credibility and generate more business. Research shows that 77% of customers would likely recommend a company to a friend if they have a positive experience. Starbucks employees always address their customers by name when greeting them, ordering their drink or thanking them for their visit, in order to lay the foundation for a lasting relationship based on recognition, which is considered the foundation of excellent customer service. .
