In terms of customer service strategy, it is hard to make predictions when you first start a business. Even though you can do extensive research and develop an accurate plan, the market is constantly changing. A successful strategy might become obsolete after a moment. Thus it demands constant maintenance.
Likewise, rare are the businesses capable of succeeding with unsatisfied customers. The more satisfied they are, the higher their chances to refer your services to their families and friends. Therefore, investing in a performing plan helps to retain existing customers and engage new ones.
If you feel that your customer service strategy needs to be refreshed and you could use some inspiration, keep reading!
Start Within the Core of Your Organization
Firstly, consider your current process to hire agents. It is indeed important to find people able to handle customers, but be sure to find those who are aligned with your business mindset.
It is best if they can carry the same attitude so that you can reach a common goal together. Additionally, do not neglect the importance of keeping up the good work. One way to achieve that is by making evaluations and offering training from time to time. Keep in mind that they will be the ones in touch with the customers!
On a final note, consider reinforcing your company’s vision and goals through all of the sectors. Your product owner and designers do not need to deal with customers directly, but they are more likely to deliver value to what they do if they have a better idea of who the target audience is.
Train Your Team to Be More Empathetic
Working with customer service is all about being able to understand and solve customer’s problems efficiently. It seems easy when put that way, but customer’s expectations are not always easy to manage.
The best way to achieve balance when handling demanding customers is by training agents to be more empathetic. Stepping into the customer’s shoes is sometimes knotty. It is, however, a perfect exercise to improve respect and good manners towards customers.
Agents need to be careful with their choice of words and find ways to show they care about how the customer feels and relate to the frustration. Being at the same level relieves the tension for both customers and agents.
Have the Perfect Understanding of Your Target Audience
Do you really have the perfect understanding of your target audience? You might get to know them quite well after a while, but do not forget to keep an eye on how they evolve through time. It helps in identifying ways to improve the services you already offer.
Therefore, ask questions, and supervise your channel’s data. Be sure to listen to your customers. This will certainly make it easier to find the best solutions to resolve their issues, making them satisfied with your services.
Recognize Every Customer Touchpoints
To achieve the perfect understanding of your audience, you can begin by identifying or reviewing all customer touchpoints. One way to map and analyze the touchpoints is by going over the categories below:
- What are your customer’s favourite channels?
- How often do customers contact your customer service’s channels?
- After placing the order, how long does it take for the customer to reach you?
- What are the most common questions they ask?
Pick the Right Channels
Companies with strong omnichannel customer engagement retain 89% of customers. This means that having a presence and offering the same quality of services on every channel creates a big competitive advanatge. However, making the perfect choice of channels might not be an easy task.
Keep into account that even though you should be wherever your customers are, a strategy that works for another business might not work for yours. So be accurate about your channels’ choice!
Be mindful of new trends, but don’t forget to ponder if a channel fits your business’ goals before you integrate it into your strategy. Find out more on omnichannel communication with this article.
Deliver the Right Customer Service Strategy
Hopefully, you might have gathered some relevant inputs to work on your customer service strategy by this point. But if you could still use some help or have any other questions about the topic, send us a message!
