It is said that one can defeat every competitor in the market if one offers finest customer services. There are other multiple benefits of having a great customer service which can be derived only if we focus on applying some essential techniques in this process.
Let’s first put our focus on some of the core benefits of finest customer care services offered by brands.
Customer satisfaction
We all know customers are the most important segment of people that drive our business. And enhancing their satisfaction level must be the major goal of every firm. Offering finest customer service ensures that customers remain satisfied with the brand and tend to purchase products/services in the future without hesitation.
Positive word of mouth
After experiencing positive experience from a company, customers will tend to tell other people from their contacts about the brand. Therefore, not only the existing customers will prefer to buy from you but number of potential customers will also increase. As a result, the sales will be improved to a greater extent without spending much on advertising and marketing.
Satisfaction of shareholders
More satisfied customers will add more sales to the company which in turn will satisfy the shareholders. As a result, the shareholders will not hesitate in putting more capital in your company and you will be able to expand your business.
Minimized employee turnover
You can afford to provide good salaries and bonuses to your existing employees if you are generating reasonable amount of profits. And good profits are directly linked to happy customers. You can make your customers happy by offering amazing services and therefore reduce the turnover of your workforce.
Decreased risks associated with business failures
Properly analyzing the customer needs and offering services as per the expectations ensures that risks associated with failure of the business are minimized. This also boosts confidence of you and your team which adds more productivity to the work.
Each benefit discussed above is essential to meet the objectives of organizations in quick and effective manner.
Now, let’s see what brands can do to derive all these major benefits
1. Outsourcing the customer support process
Contracting out the process to a third party vendor comes with multiple benefits. The outsourcing firms usually hire well-trained and experienced customer support team that puts maximum efforts in satisfying your customers. Also these call center firms give emphasis on quality assurance by constantly tracking the quality of interaction with the customers. These companies also use the proper blend of hardware and software technologies to ensure perfect communication with your end customers.
2. Offering multichannel support
Today’s customer is more tech savvy and prefers using online platforms for various tasks of routine life. Connecting with a brand to resolve a query or complaint is one such activity for which the customers like to connect through their computer or smartphone. Therefore, companies should not depend only on phone for customer support. Instead, they should utilize the potential of other channels like social media sites, email support and live chat to connect with the customers.
3. Providing service 24 hours a day
Great brands or those striving to become great do not offer services for limited hours a day. They go an extra mile and offer service for 24 hours without interruption. This service stays active throughout the year to ensure that customers can contact any time and on any day. Therefore, companies must ensure that uninterrupted customer support is offered from their end.
4. Training agents on regular basis
The agents are the ones who represent customer support process when consumers contact your firm. Therefore, it should be the priority of the firms to focus on training and development of agents on regular basis. Several firms make this mistake of providing training only after the agents are hired. The training is actually is a continuous process and companies must ensure to enhance the quality of agents by educating them regularly.
5. Receive feedbacks
Offering great service to customers is one part of the customer support. Another one is receiving feedback through mediums like social media, IVR or via emails. This tells you exactly about how your customers feel about the services. It also gives you scope of improvement so that service matches the level of customers. You can also take support of several outsourcing vendors that offer customer satisfaction surveys for the companies.
6. Use data analytics
Last few years have seen a huge growth in data which can help in taking important business decisions. The customer support department can also utilize this data to predict the responses of consumers while offering a resolution to a query.
Therefore, a right mixture of all these techniques will help you achieve multiple objectives associated with the business.