3 ways to deliver outstanding customer service
Delivering outstanding customer service is vital for your business growth. Organisations with higher than average customer service scores achieve better profit margins, have more profitable employees and achieve greater revenue growth, year on year.
Why does great service have such an impact? Ultimately, it drives sales; it costs less to retain customers than it does to find new ones, and customers want to buy from companies they trust. They want to build a relationship. 66% of customers switched brands when customer service wasn’t good enough, but get it right and your customers are 3.5 times more likely to make additional purchases, and 5 times more likely to recommend you.
#1 Be consistent
It sounds simple, but consistency isn’t always easy to implement. If you follow your customers’ journey, they’re likely to engage with several different people across your organisation, and from various teams or departments. They’ll engage through different channels with different motives. Sometimes they’ll initiate the engagement, sometimes you will. With so many factors, creating and maintaining consistent customer support is challenging. Even more so when what you’re actually trying to deliver consistently is outstanding customer service.
A CRM system is a valuable tool in delivering customer service that’s memorable for all the right reasons. It allows you to create synergy between your internal processes, linking your employees within and across teams and departments, while giving them greater insight into your customers. When you use a CRM system to empower your customer service team, you’re giving them the tools they need to build those important relationships.
#2 Be available
Impressive advancements in AI have brought about the development of service bots and virtual agents that not only free up your team to handle higher value interactions, but also you can deliver support 24 hours a day. That means there’s flexibility for your customers to contact you on their terms and still have a resolution. Your customers expect options, not only from the time they can contact you, but the method they use. Understanding the channels your customers are using to engage with you and tracking them throughout their journey helps you ensure you have a presence in the right places and ways for customers to get in touch through the channels they prefer. Understand what your customers want, how and when they want to contact you, and give it to them.
#3 Be data-driven
Learn from your customers so you can constantly make improvements to your customer support delivery. Don’t be afraid to ask your customers for direct feedback through surveys delivered via a variety of channels, and use social listening to find out what your customers are saying about you on social media. The more you understand about your customers, the easier it is for your customer service team to resolve issues or identify relevant sales opportunities. You can even collect and use data to analyse the indicators of potential customer issues and take action before a problem even occurs – that’s smart service.
Product and price alone is no longer enough to make you stand out from the crowd. Customers make buying decisions weighted heavily on the level of service they receive and how valued they feel. If you want to ramp up your revenue, start by delivering customer service that your competitors can only dream of.
To find out how a CRM can take your customer experience to the next level, contact us here.