Customer service is defined as all the strategies that are implemented in a company to meet the needs and expectations of customers during the sales cycle (prospecting, contact, evaluation, purchase, post-sale) of a product or service.
Addressing all the queries and doubts of your customers is not an easy task. People are increasingly looking at how a brand made them feel and how a certain business treated them. To leave the best possible impression, you need to implement amazing customer service.
Here we have a guide where we will explain What is customer service, why it is important for your business and the 11 keys to understand it. Also, the difference between service and customer care. In this way, you can anticipate the needs of your potential buyers and improve their user experience. As a result; you will improve your reputation online and also by word of mouth.
What is customer service?
The customer service It goes far beyond resolving doubts about your products. It is the way in which a brand or company relates directly to its potential customers to meet their needs and satisfy them. It is about accompanying them at each stage of the process: before, during and after the purchase.
In fact, a quality customer service It is characterized by anticipating the needs of consumers. This can be achieved by implementing a system where the process is focused on customer satisfaction, starting with friendly and efficient treatment.
π There are different channels to achieve this: social networks, points of sale, telephone, email, WhatsApp and chatbots.
One way to anticipate customer questions is by providing clarity on pricing and descriptions, as well as product photos in your online store. Another example is facilitating. Also, responding effectively and quickly to any questions, in any communication channel.
β A good method is to assign a schedule to answer questions or have a social media manager. To do this, prepare a message guide with answers to frequently asked questions to answer while maintaining a unified style, language and tone. For example, a message to say hello, to answer questions, resolve complaints and any eventuality.
Another example is customer service after purchase. You can do a post-sale follow-up to see what you thought of the product or service you purchased. You achieve this through an email or a satisfaction survey.
Remember that good customer service is present at every stage of your service strategy; so you should not forget about the buyers when finalizing the sale. Every plan requires the training of employees so that everyone is on the same channel and offers the necessary care effectively.
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The importance of quality customer service
many wonder what is good customer service? Well, an excellent service is one that anticipates doubts and problems that may arise in any client. This to prevent them from becoming a complaint, return or refund; which could cause a bad reputation, and therefore, loss of sales.
If you are clear, friendly and efficient in answering doubts and questions, people are more likely to decide to buy your products.
The quality of customer service can bring you more sales and profits. For this reason, it is essential for any company, regardless of its size. The flaws in this topic are one of the . Hence, attention to consumers is very important for any enterprise, whether it is an online or physical store. Here are the most important reasons to implement customer service:
Benefits of quality customer service
β Improve reputation on social networks, blogs and internet sites.
β More new customers arrive.
β Create customer loyalty.
β Increase sales.
β Generate more income.
β Reduction of complaints and problems to solve.
β Employees are more involved.
β There is less employee turnover.
β Greater brand presence.
Customer service, customer care, are they the same thing?
They are not the same. The answer is as simple as the fact that customer service anticipates problems, through various strategies and as a culture of prevention; while customer service is dedicated to solving the inconveniences that customers have experienced.
Customer service tries to prevent the problems that we see in customer service such as shipping errors, merchandise failures, damaged products, returns and refunds.
Generally, the lack or failure of service quality processes cause dissatisfaction and an increase in complaints that, depending on the severity, can turn into legal claims.
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π‘ Tip: By implementing a quality customer service process, you avoid problems in the future. It’s like having a shield to maintain the good reputation of your business. Customers are becoming more aware of their power as buyers and have higher expectations of brands. So starting with prevention is key.
11 keys to providing amazing customer service
- Manage the customer experience
- listen to your customers
- Be empathic if they have a problem
- Create clear manuals and processes
- Define KPIs
- Lean on technology
- Offer satisfaction surveys
- Don’t forget to drive traffic to your online store!
- Train your team
- Get brand ambassadors
- Identify dissatisfied customers
1. Manage the customer experience
In the world of marketing there is a new trend known as CX (in English), also known as customer experience. For companies it is becoming more and more important, even for retailers. Today customers ask for more personalization in service and in the final product. They demand quick responses and easy checkout processes.
So the customer experience is a way of giving a good customer service. For example, through an online store that loads fast and works efficiently. It tries to simplify your life by offering a clear ecommerce site and various payment methods. In addition to home delivery, communication channels such as WhatsApp and a line to communicate with you.
π Other aspects to provide a successful consumer experience are language in communication and product packaging.
2. Listen to your customers
Who has not read the comments on the social networks of a brand or the reviews on Google before buying? Most of us look up what is being said about brands before making a purchase. So, you must be open and very attentive to the comments and feedback that your customers have about your products and services.
Whether they express it in person at points of sale or through digital media such as social networks, messages and emails, or through reviews.
It is also very important that you facilitate these spaces and take care of them, for example, if you send a satisfaction survey, analyze the data and generate strategies to improve the problems that arise.
3. Be empathic if they have a problem
The first impression counts a lot, but above all, the first reaction to a problem. When a customer arrives with a complaint or problem, you have to treat them with the same kindness as when they have a question about your product, when you want to convince them to make a purchase.
Address the customer with a good tone and always with patience. Building trust in them will give you more points than what you have left.
4. Create clear manuals and processes
Companies, regardless of the sector, require processes and manuals to function. All areas must have this type of element to operate optimally and not hinder any link in the chain.
The department in charge of customer service must of course have processes, but no matter how many they have, if another area does not work properly, the support will not be effective.
For example, if your business billing is poor or you do not issue invoices on time, it will not be enough to have the information to bill or correctly prepared responses.
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5. Define KPIs
Surely you have read or heard about this term. KPIs are the , which in Spanish translates as Key Performance Indicator. In a nutshell, KPIs are metrics and indicators used to measure the efficiency and productivity of a business.
In such a way that periods of time can be determined to achieve certain results. Also, being constantly reviewing these KPIs allows you to make better decisions and set new goals or modify strategies.
For this reason, it is very important that you establish the KPIs of your business, including customer service. Some examples of KPIs for customer service are:
- Customer satisfaction
- Complaints received
- resolved complaints
- unresolved complaints
- Conversion rate
- NPS or Net Promoted Score
- Customer retention rate
- Support area performance
- solution time
6. Lean on technology
It is becoming easier to reach the right audience and in the right way. To give good service to your customers from the beginning, you can implement automated tools such as , WhatsApp, Facebook, Instagram, etc. This way, you don’t leave them unanswered.
βπ» Remember that chatbots are very useful for low-complexity problems or queries.
Another way to take advantage of technology for customer service is through tools and platforms that help you with the management of your ecommerce. For example, email marketing tools for sending post-sale follow-up emails or various integrations for payment methods and options such as interest-free months, card payment, card-free financing, e-wallet, etc.
7. Offer satisfaction surveys
We already discussed it before, but surveys are very valuable for a business. Speaking of online media, you can track sales by sending satisfaction surveys. This is easier when the purchase is made on the online site and the customer types in their email address. There are tools like QuestionPro that will help you with this step of customer service.
8. Don’t forget to drive traffic to your online store!
In customer service, every detail counts. Although sales, direct and telephone sales can give you good customers, your online store can become your most important sales channel. One of the great advantages of promoting an ecommerce is that your business has more opportunities to scale quickly.
Use tools like Instagram Shopping to take them to make the purchase in your ecommerce, send promotional emails with discounts redeemable only in your online store and always add the link…
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