Over the last two decades, we have seen significant technological advancements that have entirely changed the business world. But still, there are many organizations and businesses that haven’t made any significant changes in the way they deal with their customers. Now’s the right time businesses need to improve their customer service in order to remain competitive in this mobile-first world.
Here are some tips for how your business can provide excellent better customer service in the mobile-first world.
In this fast-paced world where everyone wants instant gratification and want immediate answers from businesses. This automatically make businesses to improve their customer service when customers raise a query about a product, they should answer straight away. This indicates that there is a huge pressure on brands to be able to respond promptly.
It’s no longer acceptable for businesses to reply an email or an instant message within a week. Companies need to prioritize the process of dealing with customers’ issues as quickly as possible. Especially those brands that offer fast and effective solutions to their customers in order to earn customer loyalty and trust.
Businesses clearly understand the need of prompt responses, and they should offer 24/7 customer service to fulfill immediacy. Nowadays, round-the-clock availability is the dire need for B2C businesses to set them apart from their competitors. You need to show the willingness to help customers any time of the day to gain a competitive edge.
Text-Based Customer Service
There are many opportunities available for brands to utilize in terms of text-based communication. In this era, everyone has a mobile phone that gives you a smart option to deal with your customers through text-based communication that wasn’t really possible in the past. Instead of dealing queries over the phone call, you can consider some effective channels of live chat and text messaging.
Consumers these days prefer to get information in text form as it is the easiest way to communicate. There is still an option of email available, but it’s a much great idea to focus on your efforts on channels where a live chat option is available.
Social Media Channels
In addition to text and live chat, it is important to embrace different digital forms of customer services. Brands now seriously need to accept that social media platforms are playing a key role in customer service.
Customers find it easier to get product related information on social media channels like Facebook, Twitter, Instagram and more. Your company is missing out on a huge opportunity if it is ignoring the real power of customer service through social media channels. Your social media marketing team needs to be instructed on how to immediately respond to customers’ messages and deal with the problems your customers are facing.
Social media, if used correctly, can actually make a huge improvement in your customer service. It is because your conversation is completely transparent and it shows your customers that your brand really cares about its customers. Thus, giving your brand a more personal exposure.
Phone Calls are Still Important
In addition to the above-cited customer service channels, it is also important to don’t ignore communication over the phone. Still, everything can easily be solved these days digitally. Still, there are many consumers who prefer to get in touch with the brand over the phone.
No matter if you have an in-house customer service department or you outsource to a professional call center, your brand needs to have a dedicated team to answer phone calls and deal with customers’ problems. Failing to have this customer service department can leave your business in big trouble.
Always Ready to Provide Information
It worth mentioning here that high-quality websites that provide useful information to its users can do wonders when it comes to customer service. In this modern era, consumers search for solutions to their problems by themselves, so if your website has a detailed FAQs section, it can easily deal with so many issues without any customer service representative. Improving your business website can save you a lot of money down the line.
Summing Things Up
So, these are a few reasons that will surely convince you to invest your efforts and energy into areas that will improve your customer service. Whether you are a business that offers mobile app development solutions, or a SaaS business, digital marketing company, e-commerce store, or fashion brand, it’s the right time to provide better customer service to earn the trust of your customers.