5 Customer Service Must Do's For Your Business
To have a successful business, most of the time high quality customer service is going to have to be at the core of everything you do. Happy customers mean retention, they mean word of mouth marketing and they mean increased profits. So what can you do to increase your customer service to your customers?
Tip one: Find out how your customers feel about your business
Surveying your customers is a great way to find out how happy (or unhappy) your customers are with you. Surveying can also help you in identifying 'at-risk' customers and fix any issues they have instead of trying to win them back once they leave. A great way to survey your customers is to keep it simple and do something like creating a Net Promoter Score (NPS) for your customers. Keeping customers is a lot easier than acquiring new ones or trying to win back past customers.
Tip two: Keep them updated
If you're offering a subscription based product but you haven't been in contact with your customer in a couple of months, they may be at risk of leaving. Now, it can be hard to find a happy medium in this space, over communicating can push customers to leave, but so can under communicating. Make sure you're emailing your customer about new product offerings, updates on their order or services, reminders when their product is arriving or when their appointment is coming up.
Tip three: Respond to your customers where messaging exists
If you are running social media accounts, your customers are likely to message you on these accounts, leaving them on read is not going to make for good customer service. Even though you'd likely prefer them to email you, they don't know that this isn't the best process for you. If you really don't have capacity to respond to social media messages, create an auto-response and let them know the best way to contact you.
Tip four: Speak to your customers with kindness, always
Customer service often comes with customer complaints. It is important you don't see these complaints as personal attacks and respond in a professional way that reflects your business. With the rise in social media and the ease of screenshots, assume everything you write to your customers will be shared with the public and act accordingly.
Tip five: Automate some of your emails
Emails are a great way to stay connected to you customers, but you don't need to manually send every single email for it to be a successful communication with your customer. There are a range of products that allow automated emails to go to customers based on certain rules. E.g you could create an onboarding email flow that spans over three months of your customer subscribing to your product or service. These emails may comprise of a welcome email, product update, upsell option, or a customer survey.
Good customer service means high customer satisfaction and at Billycart we love happy customers. That's why we keep our fees low, why we're always working on making our product better and increasing our offerings. Happy customers are what has grown Billycart. Our customers tell other businesses they would benefit from using Billycart and our customers stick around. Customer service must be at the core of what you do.
May 31, 2022