There is no need to wait for your customers to ask for help. On the contrary, you can start assisting them right away when they start their journey. By making customer experience as easy and convenient as possible you will not only increase your customer satisfaction rate, but will also win more loyal customers. This in turn will boost your sales and attract new prospects.
Put your customers first
Put yourself into your customers’ shoes and go through the whole purchasing process to understand where you need to improve. Even if you don’t find all flaws you will get the overall picture and will have the plan of actions.
If you want to put the customer first, it means more than giving in to every customer demand. This will require a detailed analysis of every company structure. Each issue should be not only fixed but also thoroughly analyzed and prevented from happening in future.
Understand your customer journey
To have a clear understanding of customer purchase journey you need to know who your customers are, what they care about and how they act. By collecting all those details you will see the factors influencing purchase decisions, pre sales and post sales behavior and what kind of obstacles your customers come across. Clear understanding of your customer journey will help you to provide seamless customer experience across all channels.
Stay open and honest with your policies. This in turn can improve your customer experience. Hidden costs or conditions will do more harm than good. However, if you clearly explain your pricing and return policies, for example, your customer service team will not need to deal with disappointed customers requesting refund.
Empower your employees
Your customer service team should be empowered to make decisions instead of transferring to the person in charge. This in turn will improve not only the first contact resolution rate but will also contribute to a smoother customer experience.
Consider training your customer service team to follow “if-then” planning method. Such method is useful not only for developing healthy habits, it can be applied to any type of goals. Over 100 studies, on everything from diet to negotiation and time management, have shown that deciding in advance when and where you will take specific actions to reach your goal can double or triple your chances for success. In customer service this method can be extremely useful, especially while solving issues.
Build relationships with your customers
You work for your customer. If you exactly know who you work for, this will not only save your time and energy but also will help to build strong relationships with your employer. As a result you will deliver more effective human-centric customer service. In addition, high customer satisfaction rate leads to longer loyalty. More than 50% of consumers say their loyalty depends on the brand or product/service.
Start offering omnichannel customer service
By assisting your customers through the channels they prefer you will both save their precious time and show that you value them. Omnichannel customer service is not only another way to put your customer first, this type of customer service allows you to keep all customer details open and available to all your departments. There will be no need to transfer customers any longer or misinform due to lack of access to required information.
Minimize customer effort
The less effort your customers take to reach you or achieve their goals the higher is the overall customer experience. By making your website and customer service portals user friendly you will not only streamline your customer service process but will also increase customer satisfaction. Time is the most valuable thing we have. The less time customers spend on jumping through hoops to complete their tasks on your website the better impression of your brand they will have.
Listen to your customers
Your customers can make or break your business. If you listen to their feedback and follow their recommendations you will definitely stand out from the competition. You can also learn a lot just by paying attention to what people actually say.
Track customer service metrics
Metrics actually show how your customer service team performs and where you need to improve. They are the key to optimizing the customer experience your team delivers. Proper customer service team success measurement will reveal strong and weak sides and help you develop the right customer service training strategy.
Give customers more control
Your customers want to control what kind of customer support they need. Whether they want to get self service or chat with your customer support agent you need to be ready and offer a wide range of opportunities. This way you will hand them over control and let decide when and how they want to receive support.
Seamless customer experience is the best way to stand out from the competition. If you use the right tools, learn what your customers want and how they make their purchase decisions you will notice the change not only in sales, but also in overall customer satisfaction.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.