How to Improve Your Customer Service


April 22, 2022

Written by

Merlene Leano

Customer service is critical in the corporate sector. Regardless of how amazing your products are, you will not thrive in an ever-changing market unless you deliver personalized client care that strengthens the link between your company and its clients.

As the lifeline of every business, your patrons require immediate and personalized support throughout their experience with your brand, regardless of the form of communication used. Depending on how successfully your support representatives provide such service, it determines whether you develop a long-term relationship with them or lead them to seek a more dependable source.

If you're looking for the most effective ways to improve customer service, you've come to the right spot. We have identified five guaranteed customer service improvement strategies to help you ensure an impeccable user experience and gain long-lasting rapport with your clients.

Before we get started, let's take a look at why providing outstanding client assistance is vital for different business models.

Fact: Customer Service is Crucial for the Success of Any Business

While its overarching goal is to ensure that all of a client's requests and requirements are met, the importance of client assistance differs depending on the nature and type of transaction. In other words, whether a company provides business-to-consumer (B2C) or business-to-business (B2B) services, the value of customer service changes.

Excellent customer service is crucial for growing sales, revenue, client acquisition, and retention rates in B2C businesses. When it comes to B2C purchases, word-of-mouth is substantially more expansive and powerful than when it comes to B2B sales; thereby improving a business’ overall reputation.

Customer service is vital to a company's efforts in affiliate networking, growing corporate reach, establishing a competitive edge, and, ultimately, acquiring leverage with competitors. Most businesses who have prior knowledge of the best practices for B2B customer service thrive in unpredictable market trajectories.

Best Ways to Improve Customer Service Standards to Increase Sales

Do you believe that providing excellent customer service is the cornerstone of a top-tier brand? Everyone wants to be acknowledged for providing the greatest customer service possible. When done well, customer service may become a company's bread and butter in supplementing its marketing capabilities. Furthermore, ensuring that agents focus more on maintaining a healthy relationship with customers rather than pitching sales goes a long way in boosting the efficiency of a business’s services.

If you are still not convinced, the following statistics should serve as proof that knowing how to improve customer service levels is paramount for all businesses.

  • A survey by Microsoft shows over 90% of consumers believe keeping a healthy customer relationship through customer service has a significant impact on their brand loyalty. Also, approximately 88% of their users belonging in all age groups believe that great customer service impacts their purchasing decisions.
  • A Khoros study indicates that around 86% of respondents felt firms demonstrating excellent client service affect the acquisition and retention rates of brands.
  • According to HubSpot research, almost 93% of users are likely to repeat transactions with firms that provide superior customer service.
  • Khoros' recent polls revealed that 83% of customers feel that brands capable of providing timely and accurate resolution have a significant impact on their brand loyalty.

Meanwhile, being a virtuoso in this subject is easier said than done. While there may be several ideas for improving customer service, not all of these approaches are applicable for startups and SMEs. Some even require a massive budget that is simply not applicable for all organizations.

In this blog, we narrowed down your options to the five most highly recommended strategies for enhancing your customer service operations. 

Let’s explore them one by one.

1. Avoid Relying Heavily on Scripts and Templates

Don't get the wrong idea. Scripts and templates are fantastic, but relying extensively on scripts is not something you want to do particularly when dealing with a first-time customer. Callers or customers may get frustrated as a result.

Every phone call has a high probability of including a wave of emotions. Ideally, you want your agents to be prepared to engage in a discussion with customers to acquire their trust. It may be a hard pill to swallow, but a client who contacts your help desk is likely to have an issue to report. It is rare but not impossible for a customer to contact you simply to compliment your service.

Not to overlook the advantages of scripts, but your agents should not be solely dependent on them. Spiel-dependent responses are among the few customer service mistakes to avoid. You don't want them to think they're speaking to a robot, especially if they've already become enraged by it earlier. Instill the idea that responding to customer issues with a personal touch is more beneficial than sending canned responses. Scripts can still be maximized when providing pre-assistance, specifically when your channels are experiencing high call volumes.

2. Provide 24/7 Serviceability

In today's competitive market, service availability is crucial. You run the risk of losing a customer if you are unavailable to speak with them. Providing 24-hour service, on the other hand, is physically impractical for small enterprises with a small crew. How can you ensure that you are available to your consumers 24 hours a day, seven days a week?

There are various approaches you might take to put this into action. Offering self-service client assistance is one of the easiest and most convenient techniques. By automating your customer care, you can assist consumers with issues that arise outside of work hours. This not only emphasizes convenience but is also a cost-effective strategy for building closer relations with your customers and prospects.

3. Maximize Social Media

Facebook, Twitter, Instagram, and LinkedIn are the best avenues for your customers to effortlessly reach your brand. 

Working with multiple social media pages necessitates your staff to handle a variety of client queries and complaints. It does appear to be tiresome and time-consuming, but that shouldn't push you to undermine the strength and influence of social media on the breadth of your customer service is not an option.

If you lack the knowledge or time to administer your company's social media accounts, assigning this responsibility to a social media-savvy team is the best option. Ideally, you only need to select the best platform for your company while also identifying which platforms are frequently used by your target audience.

4. Build Your Customer Service A-Team

It is self-evident that you must have an immaculate staff of support personnel to secure a spot on the list of companies with the greatest customer service. Improving the potential of your customer service team goes a long way in establishing the groundwork for a prosperous firm.

No matter how good or up-to-date your help desk tools are, if your team doesn’t have the familiarity and skills required to grasp them, your investment in high-end tools and resources will be futile. You should seek people that possess talents that are a good fit for your workflow criteria. Start your search internally, before moving on to hire external staff. Organize a training session for them to supplement their current abilities and find their latent potential.

Members of your customer service dream team must have the following characteristics to ensure that your help desk provides excellent support: 

  • Empathy
  • Effective communication skills
  • Brand familiarity
  • Resourcefulness 

These are basic characteristics that serve as a solid foundation for delivering commendable assistance and exceeding customer expectations. Also, don't forget to hold such workshops and team-building exercises regularly to help develop camaraderie among their teammates.

5. Encourage Omnichannel

Customers across the globe can now easily identify which firms provide the greatest customer service thanks to the proliferation of online communication platforms. Shoppers favor firms offering a multi-channel strategy over brands that rely primarily on on-site chat. It is critical for firms to provide multiple communication channels to streamline client communication. It not only broadens your business's reach but also improves your online reputation.

You may optimize your support help desks for mobile devices in addition to social media. People want everything to be available at all times, and that includes receiving assistance from businesses they purchase or procure services from.

You can also aid clients by providing self-service options. This is extremely crucial for resolving small concerns instantly. Try linking your self-service helpdesk feature to your service FAQ page so that customers have the option to find the answers to their queries in the event that they raise a concern past your business hours.

6. Incorporate Machine Learning           

Integrating AI-based functions into your customer support can do wonders for your help desk improvement. Using artificial intelligence to optimize your helpdesk services allows you to gain vital insights into your clients' behavioral patterns in a matter of seconds. A few data points that an integrated AI program can identify are communication patterns, purchase behaviors, browsing patterns, and factors for product recommendations. AI enables you to collect client data to assist you in creating or suggesting services that are matched with your prospects' interests. Constant software development also helps you to integrate your website so that visitors see the most relevant content. The more relevant your offer, the better the customer experience will be.

Furthermore, AI can be incredibly useful in lead generation. Chatbots emphasize convenience for clients looking for hassle-free communication methods. Chatbots can be programmed to provide pre-assistance as well as collect and validate data from potential leads before they contact a real agent. Lastly, an AI-powered chat system enables you to conduct conversations that could improve your upselling and cross-selling abilities.

7. Create a Customer Loyalty Program

For starters, a customer loyalty program is an approach that demonstrates appreciation for both existing and new customers. It is an effective approach manifested in how you keep your customers engaged with your brand.

By incentivizing their purchase, you retain customers and possibly establish a progressive reward system that grants customers with perks such as discounts, redemption points, limited edition vouchers, or exclusive freebies that they can spend on future purchases. It is a progressive approach since you can upgrade their level of loyalty as they purchase more of your products. 

The implementation of a customer loyalty program—which is typically categorized into Bronze, Silver, and Platinum membership—results in increased customer loyalty as well as a more positive customer experience. Furthermore, the greater the number of devoted customers, the greater the number of brand ambassadors you will generate from them.

8. Use KPIs & Metrics

Employ KPIs and analytics to track how well your customer service representatives are performing and ensure they consistently provide 100% efficacy. The primary goal of a customer assistance team is to build lasting relationships with your prospects while providing timely and well-suited support and solutions as needed. Metrics and KPIs allow you to identify whether full compliance is observed for your company’s established standards on excellent service.

These KPIs should be examined at all times to ensure the fluidity and efficiency of your customer service operations, and that includes the first response time, first contact resolutions, and even the accumulated customer satisfaction scores.

It’s Never Too Late to Improve Your Customer Service

That's correct! 

Consequently, taking your help desk operations to new heights does not happen overnight. It requires time and knowledge instead. Once done right, it truly pays off in the end because it enables you to earn long-term buyer loyalty, a raving user base, more word-of-mouth recommendations, increased brand exposure, and, most crucially, a higher number of leads and revenue.

Don’t stop improving even after meeting what customers initially demanded from your customer service. 

Leave enough space for improvement at all times and strive to continue keeping both new and existing clients satisfied. A single delighted consumer can catapult your business to new heights.

If you're truly lost in a maze and don't know where to begin, New Media Service specializes in offering top-tier customer support outsourcing services to businesses of all sizes. We ensure that you surpass competitors by providing you with help desk solutions that are backed by cutting-edge help desk features. Our team sees to it that these solutions to improve customer service leverage your client assistance services for long-term success.

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