1. Provide client service in the channels that they choose.
You might be tempted to “take that conversation offline” if a consumer tweets a complaint in order to avoid discussing it in public.
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However, things are not always so easy. It’s possible that they attempted to contact your toll-free number previously and had a lengthy wait. Or perhaps they simply like social media for customer support. Depending on how fast they need an answer and how complicated their issue is, people use different routes.
Consumers want to communicate with you using the same channels that they use to communicate with their loved ones. Thus, one of the finest ways to provide outstanding customer service is to be able to assist a client on their chosen support channel.
Inquiries via the phone, email, messaging, live chat, social media, and other channels must be handled by your agents.
When your technology can keep track of everything and enable agents to move between channels of communication with ease, that’s helpful.
Let’s say a consumer initially uses live chat, but the problem gets too sophisticated for the chat feature to handle. You want your agents to be able to switch over to a phone conversation with ease in such circumstance.
2. Show compassion
To deliver a fantastic client experience, you actually need to be able to relate to them. The first step in doing that is demonstrating empathy, which is placing the client at the center of everything you do and having a strong desire to assist them—not viewing them as a hassle to be dealt with, but as the protagonist of your tale. It is an essential ability for customer service.
“Many organisations raised the bar in terms of their empathy for customers during 2020—from bank loans getting frozen for customers undergoing financial hardship to insurance premiums being drastically reduced because people were in the middle of lockdown and not driving their cars enough,” Motteram states. Customers will want businesses to remain more understanding and adaptable in 2021 than they have in the past. In order to provide appropriate answers, organizations must engage in empathy training and provide agents with clear delegations that enable them to defy rules.”
3. Center your orbit around your clients.
Businesses that prioritize their customers are becoming more and more determined to provide genuinely excellent customer experiences.
It’s a successful tactic: Businesses that have a true customer-centric culture generate 60% more revenue than those that don’t.
4. Offer proactive assistance
If something does not go according to plan, your customer may inform you about it. And now there are two issues to deal with: resolving the initial issue and attempting to appease an irate consumer.
Anticipating your clients’ requirements before they even have to inform you is a common sign of great customer service.
When a company offers proactive customer service, it means that it will assist a client before the client approaches it. It entails making an effort to fix issues as soon as they arise.
5. Customize the encounter
The Zendesk Customer Experience Trends Report states that 67% of consumers are prepared to pay more for an excellent experience.
Using data to personalize the client experience is necessary to establish a relationship. In actuality, the majority of consumers nowadays demand a highly personalized experience; they want a business to be aware of their personal information, prior purchases, and even their preferences. They also don’t want to repeat themselves; they assume you will remember all of this information.
6. Make it simple for clients to assist themselves
Consumers are not always willing to seek for assistance. Providing exceptional customer service may require allowing customers to assist themselves. Sixty-nine percent of consumers want to handle as many issues as they can on their own, and sixty-three percent of them nearly often or always begin their search on a business’ website.
However, there is a clear void—many businesses are failing to seize this chance. Less than one-third of businesses provide social media messaging, chatbots, or in-app messaging, and only one-third provide knowledge bases or community forums.
7. Give agents the tools they need to operate more productively
Like peanut butter and jelly, a positive staff experience and a positive customer experience go hand in hand. According to a Forrester survey, businesses with the most engaged staff have a clear competitive edge, half the turnover of their counterparts, and 81 percent greater customer satisfaction. Giving your support staff the resources and procedures they require to do their duties effectively is part of supporting them. According to our CX Trends Report, teams with higher performance levels are modifying processes structurally to better meet the demands of their workforce.
8. Encourage agents to work together
Customers want businesses to work together on their behalf, thus resolving client difficulties frequently involves agents to interact with other departments as well as with one another. In fact, our study shows that this year, compared to previous, 31% more agents stated they require technologies that allow them to interact across teams internally. Agents may communicate both inside and outside the CX organization by using platforms like Zoom and Slack in their workstation.
9. Make improvements using your analytics
Support teams want analytics software that provides them with fast access to customer data across channels in one location in order to stay up to date with customer demands. Because they can now concentrate on comprehending and responding to data rather than just collecting it, they are able to be more agile. However, according to our Trends Report, 40% of managers lack the analytics tools necessary to gauge the performance of remote teams. Support executives may see prior trends and take immediate action based on real-time and historical data integrated into their CX system. They may discover how consumers engage with them and pinpoint areas where their staff needs improvement in order to enhance the entire experience.
