Good customer service characteristics have changed fundamentally compared to before. A long time ago, quickly responding to messages left by customers on the answering machine was considered sufficient. To answer the question “what does efficient customer service mean today”, we propose this article, which aims to answer common problems such as:
- What makes customer service good?
- How can companies offer a service that exceeds customer expectations?
- What metrics allow us to assess the effectiveness of customer service and customer satisfaction?
Good customer service
Customer service consists of all online or offline interactions that a customer or potential customer may have with your company, from the first contact to the final sale and beyond. The zero generation takes it almost for granted that you can manage the status of your order with just a phone. But their parents remember when they used catalogs to order by mail. Today, customers say their standards for a good customer experience are higher than ever.
- Fast service: is “in real-time” or “always operational” in marketing terms
- Personalized service: offers a connected and multi-channel experience
- Proactive service: offers solutions before a problem or change occurs
Next, we will go through some other suggestions for creation a good customer service.
Customers Want Transparent Transactions
When visiting the online store, do customers quickly get information about delivery times and return policies? Do they understand how to use discounts? If the answer to these questions is “no”, then customer service is considered insufficient, and as a result, sales may decrease. It is always good to be careful when giving information. Providing an FAQ page is a good start.
The most successful online companies offer guidance and suggestions during the purchase process and do not hide information that may be useful to the customer. In physical stores, this process is handled a little differently. In this case, good customer service is based on verbal and gestural communication. The worst that can happen is that the customer receives the wrong message in the store. For example, if you have implemented a policy that does not allow returns on certain products, someone should communicate this information to customers before they purchase. Also, don’t expect customers to read the small print story. All information must be prominently displayed: if trading is transparent, surprises are minimized on both sides.
Customers Need Help o Help You
In the age of e-commerce, companies make the mistake of letting online shoppers fend for themselves with self-service resources. But not everyone is so technologically competent or always willing to activate their self-sufficiency. Sometimes customers don’t want to commit to finding an answer themselves, hoping there is someone to ask. Whether speaking with a representative in person, online, or via email, most customers. Interpersonal interaction is sometimes more beneficial to reach an end or make a deal.
To avoid a flood of abandoned carts, make sure you meet your customers’ needs with the level of service they expect. Live chat is the best solution: it’s proven to reduce bounce rates. If this is not a viable option, make sure you provide an instant link to ask questions via email and a toll-free number available 24/7. If the customer doesn’t get a quick answer anywhere, you set them to leave the shopping cart. He may come back later or leave it altogether. Whatever the motivation, the probability of going through with the trade has just dropped significantly.
Customers Are Looking For Confidence
If your business answers the phone the first time it rings, it can immediately provide all relevant purchase information and give customers the personalized experience they need. In this case, you have succeeded. You create an extraordinary relationship of trust. This is the last part, but the most important. At first, someone draws the customer to your product or service.
However, what makes customers return regularly is the certainty that they will get the best customer experience. If you can provide your customers with what they are looking for exactly when they need it, the trust built between your company and the customer will develop into valuable retention.
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