While price will likely be a decision-making factor for consumers, customer care is quickly climbing the ranks. Providing customer service alone isn’t enough. For one, customer service is reactive and the connected consumer expects a rewarding experience at every turn. Secondly, customer care efforts must be proactive to create a loyal customer base. Here’s how to make customer support a top priority and futureproof your brand or business.
It may be time to outsource social customer care. Many companies can’t keep up with social media customer care requests. Or they’re not able to fulfill the online customer service needs they get on a daily basis — even if they’re all positive. Or perhaps you just don’t know the difference between social customer care and social customer service. If this is you, keep reading!
Lately, we’ve been seeing an uptick in clients wanting to hire us using social media for customer care. In our world, that means helping the client fulfill their customer service needs through their social media channels. Because today’s world means you don’t have to dial into a call center. Or email support and wonder when you’ll get a reply. The connected consumer now has a myriad of channels at their disposal when it comes to getting help with their would-be or actual purchase. Is your brand/company prepared to use social media for customer care? Find out; read on!
While every business wants to acquire new customers, many forget about the importance of retaining their existing good customer relationships. This is a huge mistake. Repeat customers are likely to be more valuable for your business. If you wish to retain your customers, having quality products is not enough. Good customer relationships are built on the premise of you satisfying the needs of your customers and solving their problems. How can your brand understand and interpret your customers’ needs and respond appropriately to build good relationships? Let’s find out.
There are plenty of methods out there that can help businesses save money on customer service. However, not all of these methods are good for businesses. There are some that can decrease service quality, which can actually end up costing a company more. In fact, NewVoiceMedia, a company that works with customer service departments in 128 countries, reported in 2016 that businesses are losing $62 billion each year due to poor customer service. Most customers who encounter poor customer service are likely to switch to another business that—hopefully—provides better customer service. The implications of this are obvious: if you provide poor customer service, someone else is going to get your business. The trick to saving money on customer service is to cut costs without sacrificing quality. Take a look at the five methods below to get started.