Happy customers form the foundation of any successful business. Why, then, do most customers dread calling a customer service number, and why do so many customer service employees dread answering their calls? There are several barriers to effective communication, and these barriers are only heightened for online service companies. Here are several tips to improve your business’s customer communication experiences.
Ensure a Consistent Experience for Everyone
One of the key steps to developing better customer communications is to have a written customer communications protocol available. That way, your customer service employees can work with established guidelines that tell them is acceptable and what is not. Developing a written guideline will help alleviate inconsistent customer service experiences. Nothing irks a customer more than being told that something is against policy when a previous experience yielded a different result. In addition, publishing your customer service policy to the public on your website will greatly help to align the expectations of your customers to your actual customer service policy. Miscommunications arise when you are unable to meet your customer’s expectations due to lack of clarity.
Respond to Reviews
Being an online business means that the majority of your communication will be faceless. You won’t be able to help a customer who needs help face to face. This is precisely why you should pay attention and respond to online reviews of your business. Social media platforms are making it easier for current customers and prospective customers to communicate their recommendations. Responding to reviews, positive or negative, shows the customers that you’re available and value their feedback. This attention to customer feedback is what translates to a long-term business relationship.
Remember, Your Customers Are Real People
One of the easiest things to forget when sitting behind a computer is that your customers are real people. There are things that you’d never say on a traditional customer service call. This etiquette translates to online support as well. Most people who request online aid through e-chat or email have legitimate issues or questions with the service your brand provides. Customer service employees need to be problem solvers who can help guide the customer through steps to solve their issues. If they can’t solve a problem, they should find a superior staff member who can help.
Send Out Feedback Surveys
Feedback surveys are valuable communication tools to gauge the experiences of your customers and improve the quality of your service. Customer satisfaction surveys should be a part of all businesses’ customer followup protocol. This feedback will provide business owners with valuable insights on industry trends and help to keep your service relevant to the needs of the current market.
Some thought-provoking questions to ask include:
- How often do you use this service?
- Did you feel satisfied with the service?
- What part of the service was the most useful?
- What part of the service did not work for you?
Consider a Remote Digital Marketing Assistant
Today’s business has mostly been digitized with almost all online business operations optimized for remote access. That means many aspects of a business can be outsourced to others who can work remotely, saving you the expense of leasing office space or purchasing office supplies. One of the most cost-saving elements to come out of this is the emergence of digital marketing assistants. A remote assistant can do everything that an assistant working in an office can do. For example, a virtual assistant can:
- Answer customer service calls and emails
- Respond to and manage social media
- Research industry trends
- Write posts and research blog topics
- Manage your appointments and contacts
Communication is key to your success as a business, so make sure you are always using these tools effectively to maximize their impact and efficiency.
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