One of the biggest investments a company makes is in customer service — or at least it should be. The relationship you help build with your customer base is a big difference-maker in terms of retention and growth.
That’s why looking into ways to strengthen and make customer service more front-and-center can be an important step in continuing that success, even in unsettled times. We read some advice from Fast Company and CMSWire that could apply to any business seeking to improve the way it communicates with its customers.
Here’s a look at four of the more intriguing customer service enhancements that we saw. It doesn’t always require a technical approach either — some of this can be done without touching a computer keyboard.
Serve customers in real-time as much as possible
The bar has been raised with technology, and AI is becoming a priority now for those who want to up their customer service game. Tools such as chatbots that can respond 24/7, live agents available in different time zones, and forums for service can be helpful in meeting this new expectation from your customers.
Invest in more training
You may have heard of this idea of a culture of service. Part of establishing that is to develop or find a training program that is based on improving customer service skills. Whether it’s in-person or in the cloud, it can be an effective tool that can be repeated.
Plan for greater consistency
This is where some of the top companies truly excel. If you don’t have a strategy for how customer service works for your company — with maps and personas developed to back that up — then consider it. Customers love it when they know exactly what the experience will be like — and understanding how they get there in the most effective way will help you maintain consistency.
Use tags for customer priority
If you want to do this, first figure out the top service requests you commonly get. Then, either by electronic means or manually, assign those requests according to what is more important to the overall base (and yes, doing this with an app or program is going to work best). You can then route people to FAQs, a live person or a chatbot/forum, depending on what they need. It can be a faster route to a solution for your customers.
Blending compassion with expertise
Treating everyone with compassion and understanding is something every business owner should practice. It’s also a major part of our approach at ARO, making it our goal to not only reconcile debt but also provide a personal touch that prioritizes customers. Find out more about what we have to offer businesses on our website.
