Exceptional customer service is more important than ever, now thatcustomers can switch to other providers in a matter of minutes. Ifyou’re not responding to complaints and enquiries, and promptlytroubleshooting the issues raised, then you could find yourself fallingbehind the competition.
What are some of the most effective methods ofcollecting customer feedback that give you clear information forimproving service?
Online Forms
Your company website may include anemail address, but web-forms let you tailor the precise kind of feedbackrequired. Make sure you include fields for all the criteria needed, andthe layout is clear and easy-to-follow. Decide which questions aremandatory, and which may be relevant, but not essential.
If you provide a range of products, use dropdowns to narrow down the options forcustomers. Include a general comments box along with your questions, incase there is anything you haven’t covered. And always remember tocollect a name and email address to follow up any correspondence.
Live Chat
Live chat provides a messenger-like pop-up allowing you tocommunicate with customers in real time. When a visitor is detected, acustomer service representative is assigned to ask if they have anyenquiries. This is a good way of giving very specific information beforea potential lead loses interest, although it does require employing orre-designating trained staff to answer questions.
Small businesses that do not receive a large amount of web-traffic be able to handle theoccasional enquiry with existing staff, but as a business grows, thismight not be feasible. One solution is to utilise a dedicated chat-bot. This is not ideal, as it can be obvious to visitors they’re notcommunicating with a real person, and the range of information it cangive out is limited to what you’ve pre-programmed.
Customer Service Evaluation
After enquiries have been resolved, consider sending out anemail to follow up on how satisfied the customer is with the conclusion. Include a rating system out of five, so you can track your progress overtime. If customers weren’t happy, give them the option of explainingwhy, so you’re able to avoid making the same mistakes again.
Follow-up Calls
Calling customers has the advantages of direct communication,giving you a good idea of their mood and tone. This method can be usedlike follow-up email, after a query has been resolved, or even just tocheck up on a long term client and see how they’re getting on. Oftenyou’ll find they’ll bring up a question or problem that would otherwisego unmentioned in text-based communications.
It’s always good to keep in mind not to be too pushy. Nobody wants constant, unsolicited phonecalls.
Reach out on social media
Many brands now use social media to getan idea of how the general public perceives their brand. Directmessaging on platforms such as Twitter and Facebook allow for enquiriesor comments to be addressed privately, or publicly on a timeline.
Alerts can be set up to let you when somebody has mentioned your brand, and letyou follow up immediately with your official account. This is importantbecause younger customers in particular will often go straight to socialmedia with their concerns, rather than get directly in touch.
If you’re interested in a business process management platform that could dramatically improve your customer service performance,get in touch today.
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