What would you do to enhance customer experience or create a valuable relationship with your customers? The answer is simple: you would improve customer service.
Undoubtedly, your product may stand out and offer an excellent solution to user problems, but it is not enough to maintain a constant dialogue with the user. Every customer is more likely to recall and remember the communication with your company, which happens through your customer service.
Efficient customer services help the organization build a strong, custom relationship with users. Your services become the face of your brand by making the customer feel valued and allowing them to share their opinion.
In fact, according to a report by Microsoft, 69% of Americans and 59% of people globally feel that customer service is very important for them in their choice of or loyalty to a brand.
Also, when these services lag, retention rate drops and opportunities cease.
Looking at the opportunities that a customer service chat software can offer, below we have discussed the methods that can help organizations enhance the customer experience.
4 Methods to Enhance Customer Service
The connection between customer service, customer experience, and customer service chat software is simple:
Organizations improve customer service to provide a better experience to users. A software like this helps in creating this experience through consistent connectivity. Besides constant support, live chat software also helps to build a proactive environment amidst the operators.
The prompt delivery of answers helps them keep visitors/customers engaged in the brand. And together, all these aspects increase the retention rate, outreach, and brand awareness.
Let’s dive in and understand the factors that affect customer service.
1. Response Time
When a user reaches out or connects with you, how much time do you take to revert or respond? Response time makes a crucial difference in your customer service.
Sales representatives are constantly taught to always stay available; to follow up, collaborate, and close the deal. Time is money to them!
In the same manner, time is inversely proportional to your customer service. The more time you take to respond, the more will be customer frustration and drop rate. The less time you take to respond, the higher are the chances of resolving even complex issues.
Hence, you should always stay on top of your social media channels to respond to users in real-time. Not a day after and indeed, not a week later. How can you achieve this?
You can utilize customer service chat software or live chat support. Users are more likely to reach out to you on live chat rather than a phone call or email. So, with live chat support, your users always have an option to receive quick responses, and you have an option to offer guidance in real-time.
2. Repeat Purchase
The number of times a customer buys any product or service from you is the count of repeat purchases.
This metric is particularly tricky for businesses to evaluate and even harder to control. How can you judge if someone is currently your customer or not? It is possible for people to not purchase from you after a while, and they can purchase after a long gap.
The only way of knowing this is tracking user behavior and repeat purchase in collaboration. You can quickly achieve this by using live chat support or customer service chat software that has in-built analytics.
Most of the customers are vocal about whether you are providing good customer service or not. Considering this data with the times of repeat purchase can tell you a lot about your customers.
You can know when a user is starting to fall out, which can allow you to retain this user. You can create custom packages for loyal users and increase the business achieved from them. All of this leads to enhanced customer service, which creates a good customer experience.
3. Customer Focused Nature
One of the biggest mistakes of businesses is to focus their marketing communications and support communications toward the business. When it should be inclined towards the customer. How is it possible to make your customer feel valued without offering anything relevant?
Here’s what you can do to create customer-focused communications on digital and traditional media:
- Educate the user on services and products.
- Address the queries and issues through live chat support.
- Deliver the latest industry news.
- Feature success stories of your customers and show what problems did your brand address.
- Create content that has tips and useful tricks for users.
- Deliver educational content.
In simple words, deliver value through all your marketing communications. Your customers should be able to utilize this information.
4. Data Tracking
Both customer feedback and analysis made by humans are subjective. But, numbers can’t lie. Tracking data such as click-through rate, conversion rate, landing page traffic, on-screen time, etc. can give you a peek into the actual situation of your customer service.
If you are offering excellent services, these numbers would be high, and your analytics would show a pretty picture.
When your analytics shows poor results, you should analyze where you are going wrong.
For instance, if your landing page traffic is high, but conversion is low, this could probably mean that users are unable to find CTA. Similarly, if you have a high drop rate, wherein old customers are leaving, you should check if your customer support team is responding in time.
To see if your customer support team is responding back to questions instantly is important. It will help you:
- Understand the problem areas or restrictions the team might be going through when providing support
- Understand areas of improvement
- Understand how much training is required to improve the response time
Enhancing Customer Experience Through Customer Service
Customer service is a skill that is developed with consistent practice and modification. All the above customer experience factors are linked to advanced customer service, which can be delivered with the right tools, methodologies, and implementation.
The above factors to improve customer service can help you reach a notch closer to your end-goal of improving customer experience, enhancing retention, and reducing the drop rate.
Jared Cornell is a customer-support specialist, a marketing evangelist and a book lover, associated with ProProfs Chat. Jared is passionate about customer support and loves to solve customers’ queries. He is always keen to develop new strategies to help customers seeking live chat assistance for a delightful experience.