Customer Service Tips
A smiling face is sure to make your customers feel welcomed.
It sets the tone of conversation, makes you more approachable. A practical example of this is the Walmart 10 Feet Rule. Sales executives approach any customers within a 10 feet radius, smiling and offering assistance. It’s a tactic that has won them industry accolades.
2. Use technology
Good customer support comes from mixing technology with the human touch. Several tools and software programs are available to enhance the customer experience.
Live Chat can create a neutral ground where the support team and the customer can enter into in-depth interaction.
Acquire, for example, provides features such as co-browsing, screen sharing, instant messaging, video conferencing and facilities calling, among others.
These features enhance interactivity, accelerating problem-solving. With the right tools, you can keep your customers happy!
A) Add Live Chat
The days of sitting around twiddling your thumbs and hoping to hear back from an email have gone. A Forrester Research study showed:“44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”
Consider the benefits of the following features:
Screen sharing: Easily talk a confused customer through site navigation with screen sharing. Temporary screen access allows an agent to control it on their behalf.
How good is than that!
Co-browsing: Co-browsing allows agents to interact with customers by using their web browser. Trouble placing an order? No worries, the agent can show them how to order in the browser. Small features can make a big impression.
Instant messaging, video Conferencing, calling facilities, all these make life easier for customer and agent alike. Acquire (along with a few other live chat plugins) can implement all of the above even on a WordPress site.
B) Add a help desk tool
Helpdesk & Ticketing tools, capture, convert, and resolve customer queries from one unified, centralized platform.
Keep track of past customer conversations so you can pick up from where you left off. Convert these conversations into an actionable ticket, assigning them to the right department, defining SLAs, and setting levels of priority. You can even include other team members for collaboration. And all of this in a matter of seconds!
C) Use a CRM tool
When using CRM tools well, make use of the data available to deliver a tailored experience. You can wish a customer happy birthday. Take the chance to bring a smile to their face.
CRM tools speed up response time. Everyone can be happy about that.
D) Keep company website updated
This is essential. How else can you ensure the latest information is available? Remember a website is the online face of your company, don’t compromise on quality.
3. Maintain a positive attitude
There’s no substitute for a positive attitude. Enshrining this within company practice helps avoid conflict. Take Apple for example. A very specific set of employee guidelines detail a firm belief that a positive attitude is integral to good customer service.