If you’re running a business, great customer service which will result in customer satisfaction should be your top priority. Regardless of the type of business you are running, if your customers are not provided with proper service, they will simply move on. Customer service and support are crucial for ensuring good relations with your customers, as well as ensuring their satisfaction.
As a matter of fact, 86% of customers are more willing to pay 25% more just to get exceptional customer service and support. Losing customers due to poor customer service is definitely something you should avoid at all costs, as there are numerous easy ways to improve it. Therefore, here are a few ways you can improve your customer service and thus increase customer satisfaction.
Make a good first impression
First impressions are very important. That’s why you need to make sure that you leave a positive first impression on your customers by presenting them with a well-optimized website (both for desktop and mobile). On your website, aside from all the necessary information regarding the products or services you are offering, you should include a frequently asked questions (FAQ) page, as well as detailed buying guide or a knowledge base. Here, you should include information about shipping costs, payment methods as well as delivery timeframes and policies you have implemented.
Apart from this, you should also make sure that your website is fast, responsive and secure. Nobody likes sluggish websites, especially when they feature a checkout page. Furthermore, 67% of consumers will abandon your website if it doesn’t load in 2 seconds or less, while 47% of mobile users will abandon your page if it fails to load within 3 seconds. Therefore, make sure that everything regarding your website is in peak condition to avoid losing customers.
Improve customer support
While having good email support is simply a must nowadays, you should also allow your customers to contact your business representatives directly when they encounter a problem. Nobody likes to sit idly and wait while their request is being processed, especially if they’ve encountered a problem on the checkout page or if they want to learn a bit more about the product or service you are offering.
That’s why you should make an effort to improve customer support and ensure a seamless customer experience. In such cases, opting for a digital approach may work best, both for your company and your customers. For instance, you should consider implementing customer experience software such as Lightico. That way, you can streamline the entire process of collecting payments as well as crucial documents while on the phone with your customers. Not only will this provide customers with much-needed human interaction but it will also vastly improve your customer support.
Use social media
Being active on relevant social media platforms is not only good for improving your credibility and your overall brand image, but it can also improve your customer service and satisfaction. By offering your customers a chance to casually communicate with you, as a brand, you will boost the overall customer satisfaction, as they will know that there is someone actually listening to them.Aside from promoting your brand and discussing various topics with your customers, you can also use your social media presence to educate people about your industry.
That way, you’ll be offering your customers something more than just a simple business-to-customer relationship, which will make you more attractive to customers. In addition, you can ask your audience for feedback and allow them to voice their opinions, as well as concerns about your service and support. You can leverage all the information you’ve obtained to further improve your efforts and deliver an exceptional experience to your customers.
Include a live chat feature on your website
Live chat can be of great assistance when providing excellent customer service and support. Your customers can directly chat with the company’s representative on your website, in case they have additional questions or if they encounter any issues. Those issues can be resolved on the spot, which guarantees customer satisfaction.
Not only that, but consumers usually prefer live chat features, as they believe it’s more convenient for them. In fact, 79% of consumers like the live chat due to its faster response rates. Moreover, 46% of consumers state that live chat is one of the most convenient methods for good communication. Being available to your customers isn’t too difficult for you, and it can greatly benefit your customer service and support efforts.
Consumers nowadays are savvier and they expect businesses to provide a good service. Making an effort to improve your customer service and support strategies can be extremely beneficial in the long-run. Not only will you be able to ensure customer satisfaction, but you’ll also favor a good reputation as a business that’s reliable and valuable to customers.
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