Marketing has gone customer-centric, the customer has eventually become king, businesses are listening and caring about where, how, and what the customer wants all in a bid to provide excellent customer service.
According to a survey, companies which provide excellent customer service see their revenues grow 4-8% above the market. When it comes to deciding where to shop, 64% of people rate the quality of customer service as more important than price.
Since we live in a digitally advancing age, everything we do to provide an excellent customer service must be done in line with the right modern-day, real-time customer support system. If you have such a customer support system in place, you are on your way to providing excellent customer service.
The support system must be a multi-channeled, that offers great real-time customer support for businesses to grow sales and increase productivity. It has to create an enabling environment for brands to get acquainted with their customers and provide excellent customer service as well as have developed the following great real-time packages:
- Live Chat
A study by FurstPerson found that as many as 77% of customers won’t make a purchase on a website if there’s no live chat option available. Also, the live chat is a great way to bring visitors back to your website. Also, Emarketer discovered that 63% of customers were more likely to return to a website that offers live chat.
You will be able to streamline your customer experience with scalable real-time chat. Your brand will also engage and convert visitors into buyers, offer them speedily and real-time customer support, and onboard in a jiffy.
Customers feel a sense of belongingness when they are attended to on a one-to-one basis and this is what a live-chatting support system offers. With this system in place, the customer is able to participate in the purchase and feels fulfilled while you have the opportunity to get feedback in real-time. It’s a win-win situation for both parties.
- Co-browsing
Co-browsing enables your users to quickly have a session with your customer service agent whenever they have challenges using your website to complete their orders or filling forms, and so on. Nothing gives more satisfaction to a customer than that somebody is there to direct at a moment of confusion.
A frustrated customer will definitely churn whatever you think you have as the world best in a moment of crisis. The Statista reports that this leads to a whopping 75.6% abandoned cart rate of online retail orders.
Customers appreciate and comprehend faster when they see things first hand, with that, they are able to resolve their problems with more satisfaction.
Consumers are saved the trouble of the data-consuming downloads that litter their computers. It feels like you are standing right there with them as you walk them through the buying process satisfactorily.
- Analytics
With analytics, you are able to seamlessly make data-driven decisions. You can measure how happy your customers are, monitor in real-time how the team is performing against set goals, and see which one of your campaigns worked best with your customers.
You are able to get actionable data across all aspects of the business while improving productivity and your customer’s experience. Analytics gives an insightful meaning into sales support, customer experience, and bot performance.
- Chabots
Humans have certain frailties that restrict them from giving 24/7 services that the modern day customer yearns for. This does not then mean that their pain points should not be addressed promptly – where, when, and how they want.
Chatbots work closely with the customer support team. They make their job easier by collating, interpreting, and answering customer inquiries.
In the face of the stiff competition experienced in the global market, you can’t afford to keep customers waiting unless you are prepared to drive them away. Chatbots are there to attend to your customers, offering them around the clock service to your and their mutual satisfaction.
As soon as an inquiry comes through, the chatbot engages the customer instantly, and sends them to appropriate support personnel, when they are available, for more engaging interaction.
- Video and Voice Calls
A Forbes report reveals that poor customer service is costing businesses more than $75 billion a year. The report also claims that “Brands are failing to create the positive and emotional experiences that drive customer loyalty.”
The result is that 67 percent of customers have become “serial switchers,” customers who switch brands because of poor customer experience. With video and voice calls you can create better customer communication.
Being able to see and hear customers erase distance boundaries. Time spent using video chats ensures you can give actionable advice right away.
Providing excellent customer service
Excellent customer service means exceedingly helping customers in a friendly manner. It’s essential to be able to handle issues for customers and to do your utmost best to ensure they are satisfied.
Here are three ways to create a seamless customer experience:
1. Respond as quickly as possible
Frost reported that 41% of consumers surveyed listed being put on hold as their biggest frustration. You must have everything needed ranging from live chat, video and voice calls, chatbots to co-browsing to respond promptly to customers.
As soon as contact is established with customers, you collect their feedback. Customer feedback is designed to get their opinion about your services and has enormous benefits for your business. You can measure their experiences, and strive to improve on them.
2. Know your customers
With CRM technologies taking center stage, organizations are open to big data with overwhelming insights more than ever. Analytics places you in good stead to seamlessly make data-driven decisions. You can measure how happy your customers are, monitor in real-time how the team is performing against set goals, and see which one of your campaigns worked best with your customers.
The behavioral tracking tool drives real-time engagement. It collects customer data at different points and interprets such data so that a business can take action and end up with the substantial improvement of results.
3. Update your customer support team
Modern AI-based bot works closely with the support team, automating some of the customer service process to streamline their activities. It evaluates visitors and identifies qualified leads, sending them to appropriate channels.
Your support team is more competent in resolving customer inquiries as they can make use of live chat, co-browsing, chatbot, video and voice calls.
Conclusion
Excellent customer service is only attainable when it is the principal focus of the brand. While marketing campaigns are important, the focal point should be the satisfaction of the customer.
You can only achieve this and brand loyalty if the customer’s pain point is constantly and promptly addressed. Rather than channeling all your resources to boosting sales, you need to channel just as many resources to handling arising concerns before and after sales.
