While brands are rushing to boost their online visual presentation with the help of an ever-growing number of technological means, and improve their digital look and feel, it seems that their customers remain increasingly unheard. Despite the best efforts to stay on top, if you are not customer-oriented, no strategy can salvage your brand from damaging its reputation.
Three out of four customers are worth hearing out: a staggering 74% will stay loyal to a company longer thanks to well-designed customer service. In the attempt to regain the personal touch in this era of remote connections, an omnichannel strategy can still turn back to the customer. Based on the latest trends in the digital realm, the following are the most promising practices for enhancing your customer support.
An active brand is likely to connect with its customers on more than one level. This doesn’t involve posting on social media every day but staying proactive with your target audience. A newsletter with the latest blogs and promotional info will greatly help. Your website should always be updated regarding changes within your company.
According to a RightNow study, 55% percent of customers will fall in love with your brand precisely because you keep them in the loop and give them easy access to relevant news and support. A website that’s simple to navigate, offers timely notifications, and a customer support bot can do wonders for your business.
All the great masters say the same – you need to stay a few moves ahead of your opponent. In this scenario, your customers are your “opponents” and being proactive in expecting, not just meeting their needs, will keep them close. And what better way to do that than by utilizing all of that lovely digital data you have at your fingertips?
Which situation do you believe your customers will appreciate more?
The first one shows a proactive approach that keeps your customers happy without causing an inconvenience. All it took was a ping that alerts you about the date on the contract and if it’s time to improve your service.
The second, on the other hand, waited for an issue to occur. Imagine what can happen as a result of thorough research of their lifestyles, social media activity, etc. Even a simple post-shopping follow-up such as “Are you happy with the product?” would suffice.
With less-than-a-second loading times, our fast-paced lives have gained a new dimension of impatience. Therefore, you have to offer help and support in real-time. Without too much hassle, too many buttons to push and minutes spent on hold. More precisely, 79% believe a phone call is the most effective way to go, but 53% will be frustrated if they cannot talk to a person right away.
Simply put, it pays off to have a large staff, whether in the form of a professional telephone answering service or an in-house team that can handle the workload and will grow in accordance with your customers’ needs. Delegating and proactive approach will cut the number of customer calls significantly. Simply because you’ve devised a fluid system that will grow with your brand.
Beyond their digital footprint, what could be better for understanding your audience than listening directly to them? While everyone knows that leaving complaints unanswered is practically a digital suicide, responding to social media complaints, suggesting solutions online, out in the open and encouraging them to leave feedback are all strategies every brand needs.
Not only will you humanize your company, but improve your service by facing issues head-on. Every complaint is an opportunity. Use each one to lower their numbers in the future. Build your brand’s reputation as one made of transparency and impeccable listening skills.
Emma Miller is a Sydney based writer with a degree in marketing. Interested in digital marketing, social media, start-ups, and latest trends. She’s a contributor at Bizzmark blog.