Small and medium-sized businesses often fail to communicate well with their customers. According to a recent study by SuperOffice, 6 in 10 companies fail to respond to customer service emails. In 90 percent of cases, companies do not acknowledge that their email has been received and did not follow up with customers after responding. In the opinion of customers, a fast response time is the most important characteristic of good customer service.
So, how quickly do you take action when you receive an email from prospects or customers? To what degree should you respond to them? There is only one answer: as quickly as you can. Here are 4 easy-to-implement techniques that you can use to be more responsive to your customers.
Ask your customers how they want to be contacted?
Learn what communication channels your prospects or customers prefer to use in order to communicate with them. Are they more likely to schedule appointments via a phone call, through a website, or by a text message? Are they more comfortable having you send them an email or if you give them a call?
Be sure to manage your customers' expectations
While it is essential to respond to customers on all communication channels, you can also direct them to the channel that will best serve their needs. What if they could get an answer more quickly online - you may want to lead them to your chatbot or live chat agent? Or it may be more convenient for customers who are constantly on the go to communicate via messaging apps first, followed by an official email.
Introduce self-service options
There are two quick options you can implement right away: Firstly, add a frequently asked questions (FAQs) section to your website. Your customers will be able to find answers to many of their questions without having to contact you. Secondly, an eCommerce B2B platform to enable your regular wholesale customers to place orders online rather than needing to speak to your sales representative.
Use Omnichannel support
You can also implement a solution like DSM Suite 2.0+ omnichannel support and helpdesk to automate and streamline your customer service processes. In this application, you will be able to respond, track, and analyze all your communication channels in one place. Furthermore, the tool provides other automated features such as receiving notifications when customers ask questions, prioritizing customer calls, setting reminders, and answering customer questions through chatbots or live chats.
Final Thoughts
Human touch is still essential.
Make sure your customer service team constantly listens to what your customers have to say and that you take their feedback seriously. No matter how many technologies and automation you implement, the human touch makes the difference when it comes to genuinely meeting your customers' needs.
It is important to educate your team on the importance of proactively answering prospects' and customers' questions. Create a knowledge base for your team, helping them to provide consistent information to prospects and customers.
Grow better with Zooloo, we are happy to help you get started with digital transformation, please contact us at sales@zooloo.asia.
- Pick up some marketing tips from our “How to” blog series
- Read about The Digital Transformation Journey
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Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade
