Improving your customer service strategies can help you offer an exceptional customer experience in 2023. Customer expectations have never been higher, meaning businesses must be smarter when interacting with their customers, especially when there is a problem. In fact, Nearly 80% of American consumers say that speed, convenience, knowledgeable help and friendly service are the most important elements of a positive customer experience.
Exceptional support can lead to strong brand advocates, while poor customer support can leave your brand floundering. Even if your customer support strategy works, there is always room for improvement. Without continual progress towards exceeding expectations, your customers will not hesitate to leave you for another brand.
Do you need new customer service strategies? Keep reading to learn how to impress your customers and keep them coming back for more.
1. Create an Omnichannel Support Experience
An omnichannel customer engagement strategy lets companies reach and recognize customers at any phase in the customer journey regardless of channel. A truly omnichannel strategy enables a customer experience free of friction or confusion, even when people switch channels during a single interaction.
Organizations that apply an omnichannel engagement strategy can expect higher customer loyalty, retention, and revenue through the improved overall experience. As part of an omnichannel approach, you also continuously analyze which channels each target audience prefers, so you can engage them there. Such insights give you early indications of emerging new, popular platforms, allowing you to keep up with changing customer preferences as they happen.
2. Ask Your Customers Where You Need to Improve
Feedback in business is crucial to growing and improving. It’s beneficial for any business to take a closer look at what is working and what could use improvement on a regular basis. But where do you start?
There are lots of ways to collect customer feedback – ask them to respond to surveys, call some customers directly, or experiment with feedback and surveys across other channels. After a support interaction, send your customers an email with a link that takes them to a quick survey to rate the support they received.
3. Measure the Right KPIs
It is no secret that optimizing your customer service can have a large, positive impact on your organization, with benefits including increased customer loyalty, reduced customer service costs, and increased revenue growth.
There are all kinds of metrics you can measure when it comes to assessing your customer support, and while they will change from industry to industry and from business to business, they will usually seek to measure some blend of quality, speed and customer satisfaction. Just a few examples that you might want to consider include:
- Total conversations
- Customer satisfaction (CSAT) scores
- Abandoned conversations
- Net Promoter Score (NPS)
4. Personalize, Personalize, Personalize!
Meeting your customers’ expectations is a bare minimum. To truly keep your customers satisfied and spread the word about your business, taking the extra steps to personalize your outreach to them will make a difference. In fact, over 90% of customers are likely to spend more money with companies that can offer the personalization they’re looking for.
Personalizing the customer journey allows you to build deeper relationships with your customer base. The more you learn about your customers, the easier it is to understand how to make (and keep) them engaged with your company. Personalization can also show your customers that you value them as individuals, and that you’re willing to go the extra mile to meet their specific needs.
5. Deliver Your Customer Experiences with the Right Tools
You could have the best customer service staff on the planet, but if they’re stuck with slow, laggy, or unintuitive systems, or if they can’t get the information they need when they need it, the result will be a poor customer service experience.
It’s crucial to choose customer communications tools that support fast resolutions and stress-free experiences for your customers and your employees. Look for a platform that offers complete integration with your other business systems or delivers experiences in one platform and provides real-time data from across your business, so that your staff has the details they need at their fingertips.
There’s no one-size-fits-all solution when it comes to extraordinary customer service. But there is a surefire way to create a customer service process that makes your customers feel like you have their back. Great customer service can help you build trust, improve brand awareness, gain customer loyalty, drive sales, and attract new customers through valuable recommendations. Keeping your customers happy is more important for your business than anything else. Make sure you deliver 100% customer satisfaction both offline and online.