2018: A New Era of Customer Service – Are You Ready?
Your business relies on good customer service for its success – far more than it used to, in fact. According to IT research company Gartner, 89% of market leaders anticipate that customer experience will be their primary business concern, as opposed to four years ago when only 36% did. This signals a fundamental change in the role and function of businesses.
While the products or services that the company offered used to be the main concern, now the excellence of your customer service will be the thing that sets you apart from the competition. After all, there are very few businesses out there that can afford to alienate their clientele because their products or services are good enough to keep people coming back regardless of their experience.
With this rise in the importance of customer service, many companies are going to have to do a massive overhaul of their current methods. This is because the support systems that companies utilize are becoming increasingly reliant on social media compatibility, 24/7 service, and mobile-friendly options. If your company doesn’t keep up with the modern standards, you will likely be faced with losing clients and thus revenue.
So what exactly should you be aiming for in terms of customer service?
Live Chat & 24/7 Support
If you haven’t already set these up for customers, you are already behind. Most medium to larger companies have already ensured that someone can always be reached in case customers have questions or concerns, and smaller businesses are upgrading their systems, too. Live chat is one of the newer options, to be sure, but it has quickly become ubiquitous.
Social Media Options
Many customers now prefer to contact companies through multiple channels, some of the most popular of which are their social media accounts. There should always be an easy way for customers to use Twitter, Facebook, Google+, and etc. to contact your company. These channels should also be easy to switch between in the event that the user wants to employ several at a time.
Since so many people consider texting to be the preferred mode of communication, it makes sense that your company should have some form of it enabled on your site.
Remote Secondary Access for Tech Help
When your customer can’t figure out how to do something on your site, having an IT professional try to figure out what to do through verbal means is rather like flying a plane blind. Having an option for them to get remote access to the customer’s computer (with their permission, of course) is one of the best ways to sort out the problem quickly and effectively.
No Automated Menu
People are sick and tired of automated menus and trying to interact with recordings. If you want to truly please your customers, offer them a real human being to talk to. It proves almost automatically that you care more about their concerns and are willing to pay someone to listen to them.
Virtual assistant services can help you to manage most, if not all, of the above tasks. This is especially good for growing businesses that don’t generally need around the clock support in-store. You will never have to turn away customers, and can even get extra help around the holiday season. These assistants can perform a wide variety of tasks, from answering phones and emails to scheduling and data entry, and practically anything else you need.
These are just some of the customer support services that are becoming the norm for businesses. Implement these and you can practically ensure customer satisfaction – and keep them coming back!