The views of this article are the perspective of the author and may not be reflective of Confessions of the Professions.
So many businesses are under pressure to deliver more personalised service, faster resolutions, and better overall customer experiences. For that reason, Service Geeni has put together their best tips to help businesses improve customer service.
Faster first response. Nothing frustrates customers more than being ignored. Try and introduce service management technology to provide a faster initial response. These can be online portals, dashboards, AI chatbots and support forums.
Use the right communication channels (preferred by your customers). Customers want to be able to contact you using their preferred communications method – whether that’s by phone, email, chat tools or social media.
Provide a consistent approach. When it comes to boosting customer satisfaction levels, the consistency of experience you provide across all available support channels is critical.
Make sure you keep your customers updated. Once you have told a customer what to expect, it’s important that you deliver.
Try and resolve any issues before they become a problem. With planned preventive maintenance (PPM) service-led businesses can perform regular maintenance and reduce the chances of equipment failing. Instead of fixing things when they break, you fix them beforehand – leading to enhanced levels of customer satisfaction.
Establish customer feedback process. Your customers will welcome the opportunity to tell you how you are doing. However, when customers tell you about their experiences, you must also use this knowledge to address any issues and improve.