Suppose you are the proud owner of a business and want to ensure that your customers have the best experience possible with your company. In that case, you should look into these three top tips for maximized customer support and customer experience. First, make sure that your company can offer 24-hour customer support, either by phone or online via an AI chatbot, and useful information that answers frequently asked questions.
Moreover, record your customer service calls. This can help train your staff and incentivize employees to make their best effort with every call. Finally, know your customers and have a customer support vision in mind. These three tips will make sure that your business puts the customer first.
24-Hour Customer Support
Regardless of what your business offers to its customers, whether it is a product or service, and what your normal hours of operation are, all customers appreciate being able to get in touch with a support team at any time. If a customer experiences problems with your product or service, they want to feel seen and know that someone is there to help.
This will also retain customers and keep their loyalty. People go back to a product or service with which they have had a good experience and trust a company that proves with its actions that it is there to help and put its customers first.
AI and Online Customer Services
Investing in an AI chatbot for your company’s website will help all customers get a speedy response and save you money on customer support staff in the long run. These chatbots are programmed to answer frequently asked questions in a professional way.
According to Business Insider, 73% of customers prefer to visit a company’s website before contacting an agent, and 66% use search engines like Google to find the answers to their problems. So, your company can create optimized content for your customers to find to help them solve their problems.
Another great technological tool you can employ to ensure your customers are receiving the maximum support is call recording. There are several reasons why a business might choose to record calls between customers and customer support. Firstly, it means they can gather information about complaint calls, such as what common complaints there are and how well their customer support team can fix the problems.
Moreover, recording calls helps with quality assurance, staff can be trained by listening to recorded calls, and you can ensure your employees are maintaining compliance with company policies about customer support. This all amounts to disputes being resolved quickly and professionally.
Is It Legal?
Yes, call recording is legal as long as the person being recorded is aware of the fact. Find a call recording service that is compliant with global regulatory bodies like FICA, GDPR, and POPI.
Know Your Customers
Make sure you cater to your target customers and know what their demographic wants to see, hear, experience, and feel. Your customers want your products and services to be geared up to their needs. Moreover, the more a company looks like they care about their customers and listen to them, the better. So, have a customer experience vision and ensure everything your company does keeps this vision in mind.
In fact, one of Forbes’ five ways to excel in customer service is to have a clear customer service vision of excellence. It is so important to make this part of your company’s mission and never lose sight of this aim. While you are unlikely to amaze your customers with every single interaction, the thought should be there. This is the most effective way to ensure that your staff is always trying their best to please the customers and that the customers feel well taken care of.
This has been a brief guide to improving the customer experience in your business. The first thing your company should ensure it offers is 24-hour customer support, not just on the phone, but online as well. Customers like to be able to google answers to their problems or have their queries answered instantly by a clever AI chatbot. Next, record your calls to maximize your staff’s effort in dealing with customers, as well as to collect data about customer complaints and train staff. Finally, have a clear vision of what your customers want to experience, and have this vision inform all of your business decisions. This will ensure your customers are always put first.