Sustained customer satisfaction is the lifeblood of the vast majority of consumer-oriented and B2B businesses. Companies that fail to meet and exceed their customers’ needs on a regular basis are akin to a ship with a crack in its hull – they will inevitably sink if they don’t address the issue.
With this in mind, it becomes obvious why companies that lack effective customer support should be worried. In this article, we will explore four ways that you can take your customer support to a higher tier and avoid unhappy clients that will harm your bottom line.
Use feedback to improve customer support
First things first, you will want to ensure that your business provides several avenues for customers to leave feedback. How else are you going to know where your fundamental customer support issues lie?
Once you start receiving feedback, you should sort it in an organized manner that allows you to spot emerging problems and needs. This will in turn allow you to determine hidden strengths and weaknesses that you can use to improve the overall customer experience.
Outsource your technical support desk
Many companies that offer a product or service that requires a higher level of technical support, especially new start-ups, don’t have the resources or qualified staff needed to keep up with customer issues. In these particular cases where hiring and training full-time staff isn’t an option, outsourcing your help desk support services can be a cost-efficient way to improve the quality of your customer service.
Implement live chat on your website
If there’s one thing that will help increase your customer satisfaction, it’s convenience. With advances in digital technology, the days of irate customers yelling at you after being put on hold for 20 minutes are numbered.
Many companies now offer their website visitors the convenience of live chat for customer support, which has been shown to increase sales and satisfaction. Here are four reasons why you should implement a live chat feature today:
- It will boost employee productivity by enabling them to handle multiple clients at once
- You can serve more customers while using fewer resources
- Customers will be happier due to the ease-of-use
- Features like screenshot sharing and quick access to customer history reduce the time it takes to handle requests
Don’t overlook any touchpoints
A customer touchpoint is any point of interaction between your company and a customer at any point in the purchase process. This includes social media, your Google My Business review page, in-store, your website, your catalog and, of course, your customer service and support teams.
Since customer support lies at both ends of the buying process (before and after purchase), it is important to ensure that every touchpoint from start to finish delivers a consistent experience. As they say, it only takes one bad apple to spoil the bunch.
If you want to increase your sales and retain customers, effective customer support is necessary. Listen to feedback, implement technologies that increase convenience, outsource when you must and make sure customers receive the best experience at every touchpoint. You will see your customer support jump to the next level in no time.