Online businesses that are operating today can feel very disconnected from customers. As the power of branding has become ever more important many businesses neglect communications for marketing practices. However, the need for high-quality customer service communications has by no means diminished with the rise of online shopping. The quality of your customer service communications can have a big impact on your overall business success.
The Importance of High-Quality Customer Service Communications
Before outlining how to improve your customer service communications, explain why this process is so critical. Consumers today have become accustomed to instant access and gratification; this is guiding online shopper’s expectations of customer service. Studies have found that online shoppers expect an instant response from a customer service representative. Those that do not receive a response within ten minutes are likely to leave your site and take their business elsewhere.
Your ability to provide high-quality customer service not only impacts your relationship with the customer directly but also impacts future sales potentials. This is because customers who experience high-quality customer communications tell an average of 5 others about it. At the same time, those who experience poor customer service tell an average of 9 others about the experience. This means that offering high-quality customer service can provide you with a stream of coveted word-of-mouth advertising.
Now that you understand just how important customer service is, it is time to focus on improving customer service today.
How to Improve Your Customer Service Communications
The list below outlines some of the key strategies to use when looking to improve your customer service communications.
Get Active on Social Media
ALT Agency Birmingham explains that businesses are looking to improve customer service communications need to meet the needs of their customers. Many consumers today do not directly reach out to a brand on their website or over email. It is very common for customers to try to connect with customer service teams on social media.
You should keep active on social media and have a clear presence of the commonly used platforms by your target market. Having a quick response rate on social media will ensure that your customers can get the answer they need quickly and easily.
Practice Active Listening
When a customer contacts your business with a negative message, it is an instinctive human reaction to stop actively listening. Maintaining the practice of active listening can enhance the quality of your communications as your customers will feel heard and understood. The information that you gather from this practice is also likely to be more informed and accurate.
Pay Attention to Customer Feedback
Businesses today are operating in the age of data, and this access to information enables a business to perform better, plan better and scale up more quickly. Customer feedback can be a hugely valuable business metric, so you must pay close attention and make appropriate adjustments.
Invest in Chatbots
Replying to customer queries quickly and effectively can be a very demanding task, even for the most experienced customer service representative. Using a chatbot can help to take some of the pressure of customer service teams as the automation technology can be programmed to answer routine questions. This means that your staff has more time to spend on offering higher-quality communications with customers.