March 15, 2018
Practice makes perfect, right? But in business sometimes there's no time for practice. You've got to be perfect now. At Brand Embassy we're always thinking about digital customer service. We love finding ways to make customers happy, and helping businesses raise the bottom line while doing it. We do the practicing so you don't have to.
We've looked at the trends and we've listened to customers, and now we've put our key learnings together. So here are 5 ways to improve your customer service. Following these tips will cut costs and increase revenue, all while making your customers happier and more loyal.
If you didn't know that customer demand omnichannel solutions as trends have moved away from phone service and email, you probably aren't listening to your customers. Customers want more options for customer service, specifically social media and digital channels. Companies that deliver these options will be much better off.
Like live chat, omnichannel customer service coverage is a necessity for today's digital customers. When you're doing omnichannel right, you can unify all your digital channels into one platform to capture customers wherever they choose to interact.
Companies using omnichannel customer service can unify customer requests and conversations from social media, live chat, email, forums, blogs, mobile apps and contact forms in one platform. This makes it easier for agents to respond to high volumes of customer interactions.
Key takeaway: It's vital to be available on channels your customers use. Conduct research to find out which channels your customers demand and maintain an active presence there.
Customers are less patient than ever. Social media is a relatively new medium of communication, and brands certainly have to tailor their tone of voice and style of interaction to social channels. But sometimes the customer gets lost in all the talk about what brands should do to keep up with the increased speed of today's interactions.
Chatbots do just about everything that customers want. That's why many customers are starting to demand them, along with other self-service options.
It doesn't have to be that way, thanks to chatbots. Chatbots are always listening and they're always ready to get in touch with customers. You can set chatbots to pop up on a customer's screen while they browse the website, after a cart abandon, or immediately upon receiving an incoming query.
Programming bots to take care of FAQs and repetitive customer queries helps ensure that customers receive messages from the brand that actually get something done. While it's true that bots have a limited range of capabilities, within that set number of common problems they can solve, they are invaluable. Not having a bot to take care of simple customer communication puts more burden on agents and ultimately leads to fewer satisfied customers.
Competition is a battle for the heart, not the mind, of the customer. Knowing if your customers are satisfied with your product and service are key to the health of your brand. And knowing how to measure satisfaction is important too.
Improving the customer journey has the potential to increase customer satisfaction by 20%, and lift revenue by up to 15%, while lowering the cost of serving customers by as much as 20%. (McKinsey & Company)
Great add-on to your live chat sessions, as you'll be able to measure your agents' performance and see the quality of your customer care team. To end session, the customer should click 'end chat' button. However, if customer does not end session himself, the session will be automatically closed by the system after timeout defined in the settings.
It's important to be there for your customers on social media, but you've got to do more than wait for them to come to you. That's because unhappy customers often won't reach out, they'll simply take their business elsewhere. Check out the stats:
in other words, for every customer who tells you they’re unhappy, there are likely 24 others who are equally as unhappy - they just haven’t said anything about it. So it's important to have the right listening technology in place so you can keep track of the conversations customers are having online. Set your parameters for topics and key vocab, and you'll have a better idea of what customers and potential customeres are saying about you and your industry.
The right digital customer service solution will help you improve your customer service by doing all of these things at once. That's why Brand Embassy clients have reported:
If you'd like to learn more about what our digital customer service platform can do for you, request a demo today and we'll be in touch!
Join other Customer Service and Contact Center pros to learn how to transform your customer service