One of the key guiding principles that should inform all of your customer service efforts is a cohesive commitment to great customer service starting at the top of your company. Everyone from corporate executives to new hires should be trying to embody your company’s values in the customer service that you provide.
Set Goals and Quality Standards
Once you’ve established a commitment to stellar customer service then you’re ready to start developing goals and tactics for how to make that a reality. It’s important to have a set of standards that everyone at the company can abide by. How long should it take to satisfy a customer query? Should you have 24/7 live chat? Should you spend your resources trying to respond to every email and every social media post?
The answer to those questions can help determine the kinds of resources that you’re willing to invest in having customer service that consistently outpaces the competition. You’ll also have a clear idea of where you want to spend your resources and which team members should go where. If you’re in an industry that really benefits from social media reviews, location-based services, and referrals then you might want to spend more of your customer service collateral on social media.
Your customer service goals should match your branding direction, company values, current resources, and where you would like your company to go in the future. You can take more of a growth-model approach to customer service if you feel like one area is going to be more promising than another over the coming year. No matter what customer service medium you’re using always make sure to establish goals, seek efficient solutions, and use your limited resources wisely.
Take Aboard Customer Relationship Management
Customer relationship management software can dramatically improve your customer service by enabling you to see every single interaction you’ve had with a customer who is having an issue or wanting to delve more deeply into the products and services that you offer. After all, customer service is about providing assistance and professional advice to customers on a wide range of issues, but you will primarily be answering questions about your particular industry and your lineup of products.
Using customer relationship management lets you address customers’ concerns as they move along the buyer’s journey. Just as one customer is different from another customer, you can expect the same customer to be slightly different (more informed, most price-conscious, etc.) as she/he moves along the buyer’s journey towards making the sale…or perhaps making another purchase from your company. If you’re looking for more info, here’s everything you need to know about CRM and why to use it.
Customer relationship management software can consolidate all of the data that you have on particular customers, all of your contacts, and all of the leads that you’ve ever interacted with. Then you’ll have the ability to send targeted messages to prospects and customers at different phases of the buyer’s journey. Customer relationship management software enables you to automate email marketing campaigns so customers are receiving the right kind of information and marketing collateral at the right time. This saves you time and money and allows you to avoid spreading yourself too thin and focus on what really matters to your business.
Customer Service Software
Customer service software like ZenDesk and TeamSupport are wonderful at streamlining your help-desk services and helping you achieve your customer service goals. Huge companies like Uber and Disney already use ZenDesk and other customer service software, and this kind of software is fully scalable so that it can handle more customer data and help-desk issues as your company expands. SalesForce is another great option if you’re looking for help-desk services that run 24/7 in the cloud. That eliminates downtime and leads to more satisfied customers.