Customer service: What’s the best type for your business?
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It is widely known that the success of a company highly depends on the good relationships that you create with your customers. And that’s why you should ensure a good customer service. But as consumers are not all the same, the ways of communicating with them are not the same either. But, which channels should you be investing on? Check out bellow some of the different formats of customer service that you can choose as the suitable for your company.
Email is one of the most relevant tools for your customer service for several reasons. First of all, it is something that (almost) everyone has and uses on a daily basis. So it becomes quite easy to be contacted by email. It is also one of the channels preferred by the consumer. According to a study by MarketingSherpa, 70% of consumers prefer email communication compared to other channels. And third, because of its inherent cost. Hiring someone to deal purely with customers is costly. So having an email box to answer your customers’ questions is much more economically reasonable.
If you sell your products in various platforms such as a website, Amazon, eBay or other marketplaces, gather all messages in a single location. That way, you won’t spend extra time login in different platforms to verify your messages.
Many consumers have similar questions for you, so it becomes very common to receive a lot of e-mails to which the answer is pretty much the same. An easy solution to that is to develop a standard message for your most frequently asked questions. Or better yet, you can create a frequently asked page on your website. That may save the customer some time, since they don’t even need to contact you to have their questions answered.
Creating an online presence is something that you should take into consideration when marketing your business. But, if you need more reasons to invest on your social networks, now you have a very strong one: your consumers. In addition to giving them the chance to reach out to you through a familiar channel, you can also check what users think of your brand and product. It is also a great way to be proactive. If your customers show some dissatisfaction, you can get in touch with them immediately and try to resolve the situation in the best way possible. So if your business is recent, if you do not want to spend a lot of money on customer service, and if the Millennial generation is a strong percentage of your target, this is a good fit for you.
Although it seems obsolete, the phone is still quite important in customer contact. This is the most personal tool at your disposal, which is important for consumers. And in addition to being very personal, this remains one of the fastest and most effective ways to solve problems. Just call the customer and get the answer to your questions. And they can do the same thing. If your target audience is older, such as Generation X or Baby Boomers, the phone might be your best chance for contact.
If your business is just taking off and can’t invest time or money on having a telephone line for your customers, you can still start more economically. Having email or social networks as initial points of contact works well. But do not forget to reconsider this option in the future.
Having a live chat on your website brings several advantages to your company. In addition to many clients still preferring to have help from a “real” person, these services provide personalized assistance at the moment. If done properly, customers are not put on hold, they don’t spend money calling you and their problem is solved more effectively. Some companies even have the possibility of screen sharing. This allows companies to see the exact problem that the customer is having on the platform, which is more efficient. And there are other tools that can also influence your sales. One of them is a CRM tool, which allows you to resume previous conversations and follow leads.
However you need to pay attention to live chats’ on mobile. Many times this type of system is not mobile friendly, which causes problems. So make sure you either “turn off” this feature on the mobile versions of your website, or make this system responsive.
Live chats usually work well. If you implement this feature and have a good response to it, you can invite your customers to, afterwards, visit your social media and leave a comment of their experience. That increases the number of people that like your social page as well as the number of positive reviews to your company.
The truth is that the more customer service channels you have, the better are your chances of dealing well with existing requests and potential problems. And although there are different channels ways of contacting your consumer, each has its advantages and disadvantages. And, in that sense, one may complement the other. So consider exposing your social networks and phone contact in your email, or vice versa. But ultimately the choice of customer service platforms will depend on you, your audience, your business model and your budget.