These days, dealing with customer service is a part and parcel of the daily routine for most companies, no matter where your company is located it can be anywhere in Colombia, Australia, or any other part of the world. Even though with a bare minimum at times, acknowledging good customer relationships is still the lifeblood of the business.
This has further enhanced the revenue of the companies- as the study shows by Forbes. Following are the points to be considered for the same, especially post-pandemic where people are still skeptical about one-to-one contact:
1 – Provide decent knowledge to the customer for their own help
There has to be a spark in every relationship- especially a consumer and the brand where you ensure your availability 24/7. The safest mode of ensuring high-quality customer service is by directly getting connected to the customer and vice versa. It is always viable to talk and resolve the issues instead of just conversing via any social media platform. That ensures maximum satisfaction.
2 – Building and maintaining SLA’s (Service Legal Agreement)
SLA is basically a service-related document that mentions their respective duties and responsibilities. Every online forum these days is based on SLA. So just agree on it and proceed further if you are comfortable. Here, people involved in customer service can’t importune unawareness in the case of a service crisis.
If at all, there is a big bug in the customer service department that lowers the sales, you will surely have the system in place. SLA makes things meticulous and resolves the issue timely.
3 – Proper Interaction:
Your profit and sales are directly related. Though increasing sales is not the precedence of the sales or marketing department, rather, every department should allocate this common objective. The customer support team indeed has a lot of potentials when it is about sales.
Since they’re already engaged with the customers and interact with them one on one, this can further help to increase the sales in two ways:
Upselling – this is a process where the customers are induced to go for higher membership subscriptions.
Cross-selling – this includes giving a complementary product with the existing purchase.
All the customers love discounts! Isn’t it? Just keep on multiplying such offers, which surely will get converted into profit. This can be a win-win situation for both- of course.
4 – Create a Social Support Team
These days, people are more connected to social media and seek faster responses for any trouble. This further gives a sense of satisfaction when the customer sees a particular company active on social media. You can further consider the following ways:
Target the customers on the platform that is being used the most.
Enhance your personal relationship via social media channels with the customer and answer them politely. Ensure speedy and individual response.
The most important thing to be kept at the back of your mind is to keep the conversation private so that you can consider the negative comments personally instead of giving it a public/ open view.
The above tips should be your go-to methods to enhance the way you provide support to your customers. In pandemic times, customer support is something that will take your business a long way if you focus on the right things at the right time.
Always remember, the key is to provide services in such a way that customers become your extended business family and stay loyal to you for a long time.