In the words of Jeff Bezos, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”
Though it is true that the best way to serve your customers is not to let them face any problems in the first place, but sometimes they might just look for someone to advice them, i.e. YOU!
It is said that your business is less about what your product is, but more about how you sell it. This states the grave importance of the role marketing plays for your brand, but what about the role of your customers? Your prospects turn into loyal customers when they know that their expectations are well taken care of. Just as great power brings great responsibility, with great marketing comes an even greater customer service.
Consequently, organizations need to make sure that they equip their task force with the most apt training and necessary customer service skills. This will make sure that deliverables are extended to the customers with respect to the elements that mean the most to them. In this article, we take a closer look at some of the most important elements that customers look forward to during their service journey.
In a world so fast-paced, there is no doubt that customers prefer businesses to respond to their queries as quickly as possible. But, when B2B and retail teams fail to live up to this expectation it costs them a valuable customer. A research in Forrester suggests that 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. So, the failure to respond to customer issues or not addressing them quickly enough will end your relationship with the customer. Customer service tools act as a big tool in resolving these problems, resulting in better customer satisfaction.
Value for Money:
If a customer is getting their money’s worth they will be happy to pay more or invest in other products of your brand. Most companies don’t realize that value is what matters the most to their customers. Your quality of customer service proves to be the biggest asset in portraying this to your clients. Evidence shows that 68 percent of consumers are willing to spend in companies that provide exemplary customer service. Rather than focusing purely on pricing strategies, companies can now compete on the basis on the quality of services provided.
The convenience of your client is your top-most priority when it comes to your business. Regardless of the channel, whether the buying is done over a call, online or in person the instructions and process should be made as simple and clear as possible. Each channel should be manned by skilled teams who efficiently manage the customer and his/her issues and curb any possibilities of a potential problem.
According to a study, 67% of customers have hung up the phone out of frustration they could not talk to a real person in the past year. Your customers are just as humans as you, so they need to be treated accordingly. Individualized attention is one gem that can help out in this respect. It is important to humanize your customer’s experience of doing business with you. When people are treated as individuals, they feel more valued making them more likely to come back to you in the future. Little gestures of expressing your gratefulness will make a huge difference to the customers, without you realizing the same. If you go out of your way to help a customer out, your relationship with them will strengthen over time.
70% of buying experiences are based on how the customer feels they are being treated. Customers wish to be heard, and their feedback to be appreciated. While most brands are high on asking the customers’ feedback, very few are fast on implementing them. When customers take time out from their schedule to report a bug, submit a review, or express their concerns, it is imperative that you take an action on the same. This is the top reason for the growth of your loyal customer base.
Kapture CRM will be the ideal customer service CRM that can help your business grow in a seamless way.