With social isolation, many people were faced with the need to interact with the most diverse types of online commerce. According to Think With Google , almost 40% of digital consumers started shopping online during the pandemic. Supermarkets, pharmacies and all establishments that provide essential products and services.
How important is that? Your customer service strategies become decisive in the selection process. A friendly and agile conversation, fast delivery and high quality are some 2024 updated greenland business email list indispensable characteristics in a scenario like this.
Using technology to cut through bureaucracy and create a memorable experience is an urgent and challenging demand. But with the right knowledge and tools, you can make a difference in the market.
To help you with this challenge, we have created a list of 6 customer service strategies that you can start implementing today.
Forward!
Strategies to improve customer service and increase satisfaction levels
According to Zendesk’s Customer Experience Trends Report , resolving the issue quickly is the most important aspect of a good experience. This fosters customer loyalty, encourages them to do business with you, and recommend your services to others.
The opposite is also true. Nearly 50% of customers surveyed say they would buy from a competitor after just one bad experience. To prevent relationships from breaking down, you can map out potential problems and design concrete solutions to address them.
To help you provide the exceptional service your customers deserve, here are 6 customer service strategies to increase satisfaction:
1. Provides real-time support
Is your support available 24/7? If you said no, it may be time to reevaluate your customer service strategies .
A Deloitte study suggests that automating a function that is usually performed by a human can help streamline processes. As a result, your company can benefit by expanding support capacity and reducing average response time.
Among the action plans to improve customer service , you should consider using messaging and live chat . With these tools, you can create personalized help flows and be with your customers when they need you most.
You may be interested in reading: Customer support: Why is it an essential service for the relationship between user and company?
2. Foster empathy in your team
Imagine you are in a lot of pain and you decide to go to the hospital. Wouldn't it be boring to have to explain your situation to four or five people before you get help?
Empathy — or as Kantar calls it, “ emotional work ” — is crucial to action plans to improve customer service. By recognizing the customer’s vulnerable situation, your team can adopt a more consistent, effective and, above all, humanized approach.
This includes communicating with the customer using their preferred contact method and prioritizing based on the status of the request. Depending on the context, you can also make recommendations based on the customer’s purchase or search history.
With Zendesk, you can enjoy an omnichannel experience and bring all your customer interactions together in one place. Check it out!
3. Strategically manage data
Every person has their own personality. Taking these specificities into account in your action plans to improve customer service can ensure a competitive advantage in the market. But how do you know if they like blue t-shirts or yellow caps?
Responsible use of customer data can be the first step toward understanding customer needs and meeting expectations. By avoiding asking questions you already have answers to, you encourage greater operational efficiency and establish credibility.
Additionally, understanding customer demographics and purchasing behavior can guide specific actions for developing retention programs.
If you want to understand more about how to use your customer data, we recommend reading: Using data for strategic decisions .
4. Collect customer feedback
Whether it's an incomplete description of your product or a slow page on your website, the smallest inconvenience can turn a potential buyer away. The good news is that you can take care of it and develop action plans to improve customer service.
And who better to help you than your own clients?
You can monitor social media, ask for feedback via chat, or send out a survey. Every contact with your customers offers the opportunity to better understand their strengths and weaknesses.
