Ways to Deliver Effortless Customer Service
Customer loyalty leads to business growth. But loyalty is more than delivering dazzling customer service experience or exceeding their expectations. There are better ways to think and provide customer service.
Since customer service is continuously changing what had worked for years does not make a lot of sense nowadays.
Now, there’s a better way to think about customer service.
As a business owner, it is essential for you to address growing customer expectations for effortless customer service in order to achieve business growth.
One of the biggest reasons why customers turn to competitors is the amount of effort they put into interactions. For instance, we have all experienced interactions similar to this – we have to call back several times, get transferred many times and repeat too much information. Such interactions can be frustrating, right?
Based on the Forrester report of Kate Leggett, “Demands for Effortless Service Must Influence Your Customer Strategy”, superior customer experience is about three things: Customers want accurate, relevant and complete resolution of their problem during the first interaction. Since they have little patience for long interactions, they seek out companies that provide effortless customer service.
The key here is to aim for effortless interaction by making it as easy as possible for your customer to get what they need from the engagement process.
Customer loyalty is more about reducing the customer’s effort. It is important to align your customer service strategy around delivering effortless customer service.
How do you deliver effortless customer service?
1. Don’t make customers switch from channel to channel.
Customers hate switching channels from the mode of their choice, for instance from web chat to phone.
Switching modes of communication, getting transferred from one agent to another and having to repeat the same information to another agent can easily frustrate a customer. If there’s a need to transfer the customer to another agent, ensure that everything is well-documented and that the entire conversation or information is shared with the new agent.
Guide your customers to the right path instead. It’s critical to respond to customers on the channel they choose to use to contact you, but make sure that regardless of the channel, the resolution will be as easy as possible for them.
2. Eliminate unnecessary steps.
Fewer steps bring better service. Create an effortless pathway with as few steps in it as possible to solve the type of problems that your customers have.
You can make it easy for your customer to get the information they need by creating solid content across all channels. For instance, the answers on your website FAQ should be complete and comprehensive. Through this, customers won’t have to contact you anymore or search for information elsewhere.
3. Empower your people to support customers effortlessly.
Don’t forget about your own team. They are your most important assets. Provide them with information and keep them in the loop on customer’s previous transactions and interactions. Investing in knowledge management systems is always a good idea.
This ensures that each one would be capable of delivering the service that your customer expects. It allows agents to better support customers across multiple channels.
4. Enable self-service.
Help customers help themselves. You have different customers and they prefer different methods of engagement. Nowadays, most customers expect to be able to carry out transactions themselves. For instance, the younger generations prefer finding answers through the web or social media channels rather than wait to talk to an agent.
Provide your customers with efficient and easy to navigate self service portals so they can carry out transactions themselves. Self-service portals resonate well with customers who want quick and easy resolutions. This also helps free up your customer service agents to handle more complex inquires and save the organization money.
Looking for more ways to help grow your business and make it more efficient?
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