It’s impossible to deny the fact that customer care is important to any small, mid-sized or large company. Its quality will either enhance or degrade the loyalty of your customers. Your customer care should give your customers what they want, and when they want it. Easy to say, but how to start? We’ll give you 5 tips to increase the quality of your customer care:
1. Choose the right channels
Your customers want to reach you through the channels they prefer. A telephone line is in most cases not enough.
There’s no exact formula in choosing the right channels. In our experience, multi-channel is better than just one channel. But that doesn’t mean you need to go all the way. Listen to your customers, and try to grasp their communication preferences. Each customer base is different, so each mix of channels is different as well.
2. Be 100% available
What do most customers want? Availability. If they have a problem or question, they want a solution or an answer immediately. Whether you like it or not, people need instant gratification. So, as a company, you need to make sure that your mix of channels provide 100% availability. That doesn’t mean your call centre should be accessible day and night. But it might be smart to provide a bot – via Facebook Messenger or SMS – to tackle your clients’ most frequently asked questions, 24/7.
3. Realise your customer is self-reliant
People don’t like to ask for help. On the other hand, they hate not finding what they need. Therefore, you need to give them self-service highways. First, the content on your website should provide your customers with the answers they need. Create compelling blog posts, podcasts and videos, and compose a useful FAQ-page. Next to content, your customers might also need shortcuts to what they’re looking for. Integrating a (chat)bot on your website, Facebook Messenger or SMS is a great and efficient way of helping your clients instantly. Of course, in some cases, you need human interaction. And that’s what the next point is about.
4. Use human interaction when needed, and automation when possible
We will never say that human interaction isn’t important. But in some cases, your customers don’t want to talk to a call agent for a simple question. That’s just too time consuming, also for your company. So, for the simple things, rely on technology, such as bots and relevant content on your website. The more complex a question gets, the more a human interaction is needed. So make sure your lines stay open for challenging issues.
5. Use social media as extension
Customer care is great, and there are lots of channels to use: phone, e-mail, SMS and chat. But people also use social media for their own problem solving. They aren’t reluctant to share their thoughts or ask their questions via your Facebook page or Twitter. We don’t need to say that keeping an eye on those channels is essential, do we?