What do the customers want? This question has been asked more than ever. It’s 2020 already, and the demand for exceptional customer service is high.
Now it’s time for the companies to gear up their customer support department and get ready to go beyond their means to serve the customers.
While it’s imperative for the businesses to create an exceptional product, it is equally essential to deliver world-class customer service. Customer satisfaction plays a huge role when it comes to businesses’ success. Low customer satisfaction means that customers are less likely to stay with a business for a long time.
So the question is, how can businesses develop a customer service that serves well and sells too.
Here in this blog, we will discuss some strategies to develop a customer service that sells:
1. Offer Great Customer Support
Whenever customers encounter problems with a product or service or question the brand, they expect the businesses to offer a quick response. Customers have busy schedules and can’t afford long wait times. The trick here is to value the customer’s time and offer a higher satisfaction level altogether.
According to a study by Forrester, 73% of customers say valuing their time is the most important thing a company can do to provide them with excellent online customer service. Thus, the first and foremost thing is to offer customer-friendly and quick support.
2. Send Personalized Responses
Do businesses send out personalized responses when customers sign up for a free trial or buy a product? The companies must automate the onboarding process for the customers with a customized touch.
When users sign up for a free trial or fill a form or purchase a product, businesses must reach out to them, asking how it can help them further.
According to a study, personalized promotional emails have shown to lift transaction rates and revenue per email six times higher than non-personalized emails.
3. Train Agents On Sales Related Activities
Businesses must skillfully train their agents about the products and services they offer. Agents must be able to deal with any customer issue and come up with workable solutions. For this, companies can create a skillset framework and checklists to train customer service assistants.
While it is essential to impart product-related training, it is also crucial to understand the importance of omnichannel support. Agents must be trained to provide assistance across various channels like chat, web, mail, calls, and social media.
4. Reward Loyal Customers
Personalization drives more sales and customer retention. Businesses must aim at creating loyal customers that won’t forget their customer service anytime soon. Thus, companies can come up with customer loyalty programs in place of the traditional spend-and-get model.
According to a survey, 79% of customers felt satisfied with loyalty programs that offer high personalization opportunities.
Businesses must reward their long-term customers with discounts, coupons, free gifts, and hampers such as customized labels with customers’ phones and addresses. Rewarding loyal customers will improve customer retention and increase brand value.
5. Capture And Analyze Customer Feedback
The best way to analyze the level of customer service is to ask for customer feedback and reviews. Use surveys to track customer service metrics. Adopting a service leadership approach and seeking customer feedback can improve the overall CX strategy and develop the metrics.
Feedbacks not only help a business collect customer’s views on the quality of products but also helps them analyze how effective agent communication was. Survey forms and reviews help in improving essential CX metrics like CSAT(customer satisfaction score), NPS (net promoter score), etc.
6. Offer Omnichannel Customer Support
One of the most common complaints that SaaS customers have is that they find it difficult to get in touch with support. Thus, businesses must offer customer support across various channels and integrate them into one.
Nowadays, customers use multiple channels like chat, web, mail, calls to interact with a business, and make purchases. Thus, it is imperative to ensure that customers have a smooth experience with a business, which can be extended through in-person agent interactions, email support, live chat, phone support.
According to a survey, companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates than those who don’t.
7. Provide Self Help Options
Modern customers prefer to resolve issues on their own as long as it saves their time and is effective. One of the strategies to extend the self-help service is to provide access to an in-depth knowledge base to the customers.
Businesses can churn out the most frequently asked questions and form up-to-date databases, FAQ sections, articles, and video tutorials to provide self-help options to the customers. According to a report, 67% of the customers prefer seeking self-help options over talking to a support representative.
8. Offer A Simplistic and Lenient Refund Policy
Delivering exceptional service to customers brings immense benefits to the businesses. Offering easy money-back guarantees and refunds can help companies gain the trust of the customers.
Moreover, it makes the process of purchasing a lot more smooth as people are willing to try the products and services. Almost every business has its own refund policy, but what makes a company stand out is how easier it is to issue refunds.
Companies must design their strategies by keeping average customers and their time constraints in mind. A concise and clear return policy makes the customers feel secured and willing to return to make purchases. For example, if contemporaries offer a 30-day guarantee, businesses can come up with a 60 or 90 days offer.
To Wrap Up
In this competitive world, every business has come up with excellent strategies to retain their customers and make them happy.
In order to stand out and attract more customers, companies must develop a customer service culture that prioritizes customers over everything. And businesses have to realize that they sell not only their services but also their customer service.
Exceptional customer service speaks for itself and builds a large customer base. Customers not only return to buy more but also spread kind words about the business in the market.
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