Competition is extremely high in the world of business. Small businesses are scrambling to diversify their product offerings and create unique marketing campaigns to attract customers. However, due to the excessive amount of competition within the industry, it’s not easy for businesses to set themselves apart. Think of any product in your head, and you are guaranteed to think about 10 more that are exactly the same, but offered by different companies under different brand names. The only way for small businesses to set themselves apart is by offering better customer support. Customer support is essential if you want to attract more customers. Here are five ingenious ways to make an improvement:
- Use a Chatbot
The future of chatbots is looking extremely bright. More and more people now use the Live Chat option on a company’s website in order to get in touch with a representative. A chatbot is basically a computer program that’s designed to offer basic answers to simple questions. If a representative isn’t available online, your customer representatives can launch their complaint through a chatbot. In most cases, the customers won’t even recognise the difference between an actual employee and a chatbot.
One of the best ways to make your customers feel valued is to call them as a follow-up. If a customer hasn’t ordered for a long while, or if you think that potential customers are hesitating to order, you can just call them and ask about the delay. This convinces customers that you actually value their business.
- Be Polite
In many cases, you will have to deal with disgruntled customers. People who are not satisfied with your product offerings are likely to throw blame at your representatives. Rather than shouting back at them, you need to listen to everything they have to say politely. Maintaining a polite attitude is of the utmost importance, no matter what. It won’t be long before your customers will realise that they are being rude, and many will apologise and rectify their mistake. It will also paint your business ethos in a positive light.
Customer reps should have complete knowledge about all the products and services that your business is selling. Nothing ticks a customer off more than a customer support representative who doesn’t have knowledge about the products. Rather than telling the customer to wait until a knowledgeable person comes online, you should hold training sessions in order to ensure that every employee is up-to-date with all of the company’s policies.
Tracking your customer experience analytics is of the utmost importance. You need to keep a record of the number of customers that are disgruntled, as well as the most common complaints that arise. It is important to constantly try to improve your services. There are plenty of online tools that you can use in order to optimise the experience of your regular customers.