If you work in customer service, you should want to help your customers. If not, you may be working up the wrong career ladder.
Customer service is all about helping customers, both reactively and proactively. It’s the job of the customer service team to ensure all customer needs are fulfilled. They must troubleshoot support calls, answer customer inquiries, and perform a variety of tasks to keep customers engaged and satisfied.
With all of these functions performing at once, it’s hard to keep track of everything your customer service team does. You know they’re a vital component to your company’s success, but it’s difficult to outline everything they should be doing for your customers. While you don’t want to make their work seem less valuable, you do need a checklist to make sure they’re providing the best service possible.
To help you keep track of your customer service, let’s review the things your customer service team should be doing to help your customers:
1. Build a customer success program
Customer success is a key contributor to business success. In fact, 95% of companies with growing revenue recognized customer success as being important to their business. We can compare that to companies with stagnant or decreasing revenue, where only 50% reported it was important.
2. Develop a customer loyalty program
If you’re not sure why customer loyalty is important, just know that it costs five to 25 times more to acquire a new customer than it does to retain an existing one. That’s why customer loyalty programs have become increasingly popular over the past few years. Customer loyalty programs improve customer retention and increase referrals from your existing customer base. Since your most loyal customers usually spend the most at your business, you’ll want to adopt a customer loyalty program that optimizes their business value.
3. Add a knowledge base to your website
A knowledge base is a customer service tool used to educate customers on your products and services. It contains support and service articles outlining troubleshooting steps to common customer roadblocks. When customers have an inquiry, they can search through the knowledge base to find a solution to their problem. This saves them from contacting your support team for help.
4. Include customer self-service tools
Some customers, myself included, don’t enjoy asking for help. Instead, they’d rather investigate service and support issues by themselves, using customer self-service tools. These tools empower customers to troubleshoot issues without the help of your support team. That way, they can find fast solutions to simple problems without having to pick up the phone or write an email.
5. Incorporate live chat
Live chat is a powerful tool that should be added to every customer service team’s arsenal. Live chat is a hybrid between phones and email, allowing representatives to efficiently handle a higher case volume. Reps can work on multiple chats at once and link customers directly to your knowledge base for quicker solutions. This creates a better customer experience and helps in multi-channel marketing without the much stress placed on your phone and email support queues.
6. Integrate automation
Everybody loves automation. Take a menial or repetitive task and set it on a loop so that it performs automatically. That way, you can sit back and watch as the work completes itself. Marketing automation tool is available which removes much of load from the marketing team.
7. Collect customer feedback
Collecting customer feedback is an important step in helping customers. After all, it’s hard to assist people if you don’t know what their problems are. And, if you make changes based solely on the business’s perspective, you can end up frustrating your customers and increasing your churn rate. Instead, look for timely opportunities to obtain customer feedback, and apply that information to your decision-making going forward. This is very important in the lead management process to assist the customers with a better service.