When your tech support division receives high customer service marks, what is your first reaction? Do you find yourself tripping as your sprint up the stairs so you can shout it from the rooftops? Getting accolades from your customers is an exhilarating feeling; your customers, after all, are the drivers of your business, and good customer service equates to increased business and new customers – just a 2% increase in customer retention works out to the same math as decreasing your costs by 10%.
Any time you receive high customer service marks, you should absolutely promote your great results, because the truth is, customers want to work with companies that treat them well. In fact, 55% of customers will even go so far as to pay more if it guarantees better service.
The question is, then, not if you should be promoting your stellar customer service marks, but how do you do it in a way that isn’t annoying? Below are five ways to tell the world your customer service rocks, in a non-annoying way.
Method #1 to promote your tech support customer service: Your website
When customers want to research your company, contact you, or get answers, where is the first place they probably go? Most likely, they’ll go to your website. This is why your website should be the first place that you promote your outstanding technical support customer service.
Blog:
If your website doesn’t yet have a blog section, ask your website designer to add one in. Blogs should be informative, talk about your services, and most of all, provide valuable information to your customers. Write blogs that specifically address your customer service, and include customer testimonials about how great your customer service is.
Case Studies:
Dedicate a whole tab on your website that is just for case studies . Write up case studies for various customer cases/companies that you’ve worked with. The case studies should demonstrate how your team helped address a problem, discuss how the problem was solved, and conclude by detailing how the customer/company you helped benefited from your work.
Method #2 to promote your tech support customer service: Social media
Social media is a fantastic way to promote your tech support customer service marks. The trick is to get customers to say it for you, because there’s nothing like third-party credibility to get your story out.
Ask your customers to share their experiences of working with you on Twitter, Facebook, and even sites such as Yelp. It’s perfectly acceptable to offer your customers incentives or future discounts if they leave reviews for your company. Once you start to receive social media accolades, re-tweet, Facebook post, and re-post on your site and sites in your business category. In other words, ride that train! Social media is a fantastic platform to spread the word, and when you have enthusiastic customers, they’ll likely help you spread the good news.
Method #3 to promote your tech support customer service: LinkedIn
If you think LinkedIn is just a great forum to post your own personal business experience, think again. LinkedIn has become a hub for businesses and industries to share information, find companies to work with, and mine for customers.
If you don’t yet have a LinkedIn page for your company, create one. Then, start following other businesses in your category, connect with customers through their LinkedIn profiles, and start sharing your good news. LinkedIn allows you to link to articles and case studies you’ve published, and it’s a great method for you to promote your tech support customer service.
Method #4 to promote your tech support customer service: PR
Good, old-fashioned PR is still a must for promoting your company. When you receive high CSAT scores or Net Promoter scores, write up a press release. Promote the press release online through sites such as PRweb.com or i-newswire.com. Send it out to trades that are in your industry, publish it on your LinkedIn page, your website, and promote the link through social media. Even if the story doesn’t get picked up by an outside news source, if you promote it enough online, chances are, it will show up prominently on search engines.
Method #5 to promote your tech support customer service: Your branding
Finally, your branding should reflect the type of customer support service you offer. You can make it part of your tagline, “Voted #1 in tech support” or you could even create graphics that communicate the message. Include the tagline or graphic on all of your printed and online materials – including your business cards, stationary, and, of course, your advertisements. When your customer service becomes a part of your brand, your customers will start to associate your name with great customer care.
Don’t be afraid of a little self-promotion – somebody has to tell the story!
When you get great customer service marks, you should be the one driving the story. Use customer testimonials, your branding, and of course, social media to help you spread the news. Don’t be afraid of self-promotion – just make sure it’s done tastefully, and that your customers can still easily find product information, contact information, and reach your customer service reps without having to wade through annoying landing pages that are all about your customer service messages – because remember – you still need to focus on offering great customer service!