Deliver Excellent Customer Service
How to Deliver Excellent Customer Service: Best Tools and Practices
How to Deliver Excellent Customer Service: Best Tools and Practices
Ray Kroc, the genius behind the aggressive growth of McDonald's, once said, “if you work just for money, you won’t make it. But if you love what you do and always put the customer first, you’ll be successful.”
We couldn’t agree more — customer service is an integral facet of any business. As a business owner, you’d do well to cultivate the habit of building customer relationships while staying attentive to your customers’ needs.
Customer service includes all activities done to ensure that customers are satisfied with their experience with a company. These activities include providing information, answering questions, resolving complaints, providing solutions, and giving feedback.
According to Microsoft, about 90% of all Americans use customer service as a driving factor when deciding to do business with a company. The same study showed that 58% of Americans would switch companies (often to competitors) because of poor customer service.
The power of excellent customer service needs to be emphasized. For this reason, we put together the following article to help you understand how to deliver excellent customer service, including the best tools and practices.
But first, let's shed more light on the importance of delivering great customer service.
Why is Customer Service Important?
Customer service is essential for companies to thrive in today's competitive market. It is the first step of customer relationship management, which can help keep customers satisfied and your company afloat.
Here are three main reasons why delivering exceptional customer service is important.
You’ll Make More Sales
Most businesses are in it to make money while satisfying their shareholders' expectations. Part of this goal can be directly attributed to excellent customer service.
According to research, about 89% of consumers are more likely to make another purchase after experiencing positive customer service. This means there is a high possibility of generating more sales when you offer great customer service.
You Get to Retain Your Customers Even if You Make a Mistake
Customer service is important to any business. It’s a way for businesses to build trust with their customers and keep them coming back. But how can customer service help a business retain customers, even if the business makes mistakes?
The answer is simple: it’s all about the customer experience. A good customer experience will help customers feel more connected to your brand and will be more willing to accommodate your mistakes.
A bad customer experience, on the other hand, will make them feel like they were mistreated, so they may be less likely to return in the future, especially when you make a mistake.
You’re More Likely to Get Free Marketing through Customer Recommendations
With the rise of digital marketing, customer service has become more influential in the success of businesses. Businesses that provide great customer service will have a greater chance of getting free marketing through word of mouth.
A study by the University of Michigan found that customers who had positive experiences with a company were more likely to recommend them to others. And when customers do recommend a company, they are more likely to buy from them in the future.
How to Deliver Excellent Customer Service
Delivering excellent customer service is more important than ever. A 2020 report found that customer service and customer experience will surpass products and price as the key differentiator between brands.
This means that over the next couple of years, one of your main priorities as a business should be focusing on the customer experience. Here are some tips on how to deliver exceptional customer service using the best tools and practices in this digital age.
It Starts With Focusing on Your Customers
It’s not just about what you offer, but how you provide it to them. If a business doesn't know what its customers want, it can't provide the best service for them. This is why it’s important always to put the customer first.
Companies focus on their customers by;
- Encouraging collaboration with them
- Making sure they feel heard
- Responding to their queries with a strong and clear purpose
- Keeping them in the loop with any useful information or tips
Customer Relationship Management Software
Customer Relationship Management (CRM) Software is software that helps businesses manage their customer relationships. It also helps them to provide excellent customer service by having a better understanding of the customers.
CRM Software is one of the most important tools in providing excellent customer service. It provides an opportunity for businesses to create personalized experiences for their customers.
A recent survey also found that using CRM can help increase customer retention (loyalty) by up to 27%. Having the right tools and software can go a long way in improving your customer service.
Another tool you should consider adding to your arsenal is a VPN. A VPN is a Virtual Private Network that allows you to connect to the internet through a remote server, encrypting your online activity in the process. This means that you or your employees can safely access the internet, and respond to customers, even when using public Wi-Fi. Some of the most popular providers these days are NordVPN, ExpressVPN and Surfshark, just to name a few.
Act Like a Human and Personalize Relationships
How does this apply to customer service? Well, if you're a big company, and you're turning your customers away because you don't have time for them, it doesn't make sense. Customers are more likely to be impressed by small businesses with personalized service.
The best way to achieve meaningful relationships is by communicating authentically and listening attentively to your consumer’s needs. Acting like a human also means responding to your clients in a consumer-friendly way rather than using technical jargon.
Make Sure You’re Approachable
In this digital age, social media presents the ideal platform for customers to get in touch with you. According to one survey, about 67% of all customers have engaged with a company’s social media pages in a quest to find help.
For this reason, it would be in your best interest to ensure your company is approachable. As a rule of thumb, ensure your contact information is clear and easy to find. Also, ensure your website is free from issues, as many customers (56%) leave to go to a competitor's page after experiencing a slow loading times or website errors.
Adopt a Live Chat Feature
Live chat is a tool that allows customers to connect with businesses in real time. This tool is becoming increasingly popular among many companies, especially those that provide excellent customer service. They allow customers to interact with companies and solve their problems in real time, which enhances the convenience and overall customer experience.
Customer service is the new commodity that’s quickly overshadowing product value and pricing as the main consideration consumers use when evaluating a business. Research has shown that customers are more likely to stick to one brand, speak positively about their experience, and make more purchases when offered excellent service.
As a business owner, this allows you to get ahead of your competitors. By putting your customers first, building a relationship with them, using CRM software and adopting a live chat feature, you’ll be on your way to building a global brand with a loyal customer base.
Contact us for more information.