Customer service refers to assisting former, current, or potential customers. Customer service occurs at any point during a potential business transaction. Everything from a company’s social media presence to follow-up phone calls is part of a company’s customer service.
Customer service plays a crucial role in developing customer relationships, generating sales, and encouraging customer loyalty. While a small percentage of clients take their business to different companies because of issues with a product, over two-thirds of customers who switch companies do so because they don’t feel valued by the company. Implementing strategies that will take your customer service to the next level, such as the ones explored here, can help you attract and retain customers and ensure your business thrives.
Use sophisticated software to serve client needs.
Your sales team works on the front lines, pursuing potential clients and serving current customers. Your sales team plays a crucial role in ensuring customer satisfaction, and you can support your sales team by ensuring they have the best software for their needs.
Configure, price, quote (CPQ) software streamlines the process of preparing and delivering a quote. When your sales staff meet with clients, they must offer a quoted price for the products or services the customers need. Salesforce CPQ enables sales professionals to compile all relevant data and generate an accurate quote that includes discounts for bulk purchases. Users can add regular products and customized products or services to the system, ensuring easy access to relevant information about their costs.
CPQ software saves time by automating the quote process, enabling your sales staff to provide accurate quotes quickly. Without the need for your sales staff to spend hours gathering price data by hand and calculating costs manually, your sales staff can spend more time pursuing potential customers and less time in the office preparing documents.
Solicit customer feedback and use it to guide your business decisions.
Voice of the customer (VOC) software is software designed to solicit feedback and generate useful VOC data for your company. VOC software develops surveys with the right questions required to secure meaningful feedback. Once the VOC program has the data, it analyzes the information and converts the customer feedback into business initiatives dispersed througMore thanhout your entire company.
The objective of using VOC is to ensure you receive feedback about customer satisfaction levels and ensure you use the VoC data to improve the customer journey for your clients in the future. Soliciting information about your clients’ customer experience with your company can help you foresee potential issues you can prevent and address complaints promptly to promote customer retention.
Create open communication channels.
More than 80 percent of people who own a smartphone use it to research before buying products. The majority of consumers are active on social media and seek online feedback to guide their decisions. Companies must embrace open communication channels and build an effective online presence to compete. This involves having a website that’s easy to access and provides critical information clients need. It also involves creating a social media presence and addressing client issues through social media channels.
Your business can opt to have a feedback box where customers can deposit notes. Customers may opt to leave compliments or complaints. Your business can also facilitate open communication by having contact information online where customers, enabling customers to send complaints to your company’s email address. You can also promote customer feedback by creating surveys and holding prize draws for clients who complete customer surveys. This motivates customers to provide input about whether your business met their expectations or upheld the service standards your company endorses.
Social media is another way to promote open communication. Enabling customers to send direct messages may discourage them from posting negative comments for public consumption and offer you an opportunity to address complaints and restore the client’s faith in your company.
Sophisticated software can help your staff provide exceptional customer service. You can also promote excellent service by soliciting customer feedback and using that feedback to inform your business initiatives. Creating communication channels is another way to elevate your company’s service. Open communication channels enable clients to receive support for issues and provide your staff team with another opportunity to meet consumer needs and retain customers.