Every business worldwide strives to provide excellent customer service. However, how this is done depends very much on the niche your business is in. That said, there are some areas where all businesses cross over, and these are the easiest places to start on your road to supplying excellent service to your customers.
1. Offer a personal service
You should offer a personal service to all your customers, not just those who spend the most money or shout the loudest when they don’t get their own way. Although this could be relatively easy with a small customer base, it certainly isn’t with anything larger. However, with the adoption of quality CRM (customer relationship management) software, the job becomes far easier and more manageable.
2. Offer the availability of human interaction
Although it’s a good idea to have a chatbot installed on your website to help capture potential customers and answer minor questions, you should still have humans standing by. This is because some customers like to speak to a real person, and if they can’t, they’re likely to take their custom elsewhere. This is because a lot of time, when speaking to a chatbot either verbally or via a messaging service, you’re sent around in circles. This can be due to the chatbot not recognising regional dialects or the customer not asking the right questions when typing.
3. Keep your customers informed
As the world has turned very much into the instant online shopping gratification era, which is very difficult to achieveunless you’re Amazon, you have to aim to be the next best thing. This is to be able to update your customers on the whereabouts of their orders so they can track their items themselves. With the right transport management system software, this service is a lot easier to provide and will increase your ability to offer your customers additional sorts of aftercare services.
4. Provide aftersales care
Some businesses offer their customers particularly good customer care up to the point when they hand over their money, but then it’s almost like the customer is entirely forgotten about. This can leave the customer feeling very cold about the transaction, especially if there’s a problem with the order. It takes time to build a relationship with a customer, so to let that relationship fall by the wayside when the sale is complete makes no sense whatsoever.
If you maintain the relationship, check that everything is ok with the order, and persist in keeping in contact, you may find that that customer will purchase from you again and again. If you choose not to progress with the relationship, it’s more likely that that customer will seek the service or products that you offer from a competitor. They will also be sure to pass their thoughts on to other prospective customers, which can negatively affect their thoughts about you, too.
Final thoughts
Providing excellent customer service may not be as difficult as you think, especially if you invest in some important software that can help you achieve it. CRM software and transport management software will certainly play their part here, but you should also provide your customers with the opportunity to speak to a human being rather than being stuck with a chatbot. Chatbots are all well and good at meeting and greeting, however, they can also cause unnecessary frustration and distress for customers who have genuine issues and can’t get past them due to the chatbots misunderstanding them.
