Expanding your business and increasing its value are two different things. If you are aiming for the latter, you must know your way up is through your customers. Keep them satisfied, find quicker solutions for their problems and always be on your feet to serve them. If your service is entirely offline, it is easy for you to achieve this feat. For online businesses like eShop websites or OTT platforms, attaining excellent customer feedback can sometimes be challenging. As difficult as it may seem, it is not impossible. Few steps that online businesses can take to improve their customer service –
Create a ‘Contact Us’ Page:
The ‘Contact us’ feature on any website conveys two things: the company is authentic and alert to provide assistance on call. Companies lose trust almost instantly when they don’t respond to visitor queries despite multiple attempts. It is essential not to fall in this category and be always available for your customers. How? We have listed a few options for you.
Email threads have been a basic conversation aid for millions of people for decades now. It is one of the easiest ways to keep all the track records of information exchanged and doesn’t cost a single penny. You can put out your email id on the contact us portal and communicate with your customers through emails.
Not many people consider having a WhatsApp conversation as business work. But, good customer service has always been about giving ease to your customers. Currently, over 1.5 billion people use Whatsapp. So, it is safe to say that it lets you reach a more extensive section of people in an instant. Moreover, Whatsapp has also introduced WhatsApp Business App, which gives you the freedom to build your business profile and track your statistics. In a nutshell, it is never too late to introduce Whatsapp on your ‘contact us’ page.
What better than solving your customer’s queries in real-time? Just like when you call your pizza delivery guy and get to know exactly where he is, your customers can contact you in an instant.
Opt for Helpdesk Software:
If all the above ‘contact us’ options appealed to you, but you are thinking, why not all of them together? Then, this is your answer—helpdesk Software. You can give them the option of calling you, emailing you or chatting with you. In fact, you can have a different chatbot for your website. Your exchanges will be ever accessible and secure.
Helpdesk software helps in organizing customer communication to help businesses respond to customers more quickly and effectively. With a helpdesk cum ticket tracking tool like Tattle, you can unify all your support channels in one place. Plus, you can see which tickets need immediate attention, which can sit on a back burner for a while, and how your agents perform with detailed analytics and robust reporting.
Hire Dedicated Account Managers:
If your business requires being in touch with your customers for a longer time, dedicated account managers are the best choice. They can cater to your customers to their best ability and showcase to them your product’s capabilities. Although a little expensive, hiring dedicated account managers is the best way to keep your customers happy in the longer run.
Service Level Agreement (SLA) is nothing but an agreement between a buyer and seller stating the level of service expectations. This is necessary because sometimes, one of the two parties involved fails to deliver what is promised, which may lead to conflict. Often, these conflicts lead to a courtroom and cost a fortune. So, in order to avoid such hassle, it is always better to go for SLA-based support.
Include a Feedback Session after Each Communication:
When you ask your customers their opinion, you are giving them a sense of importance. Availing your customers the option to tell what they liked and disliked about your product, you are ticking off two goals from your list; convincing your customers that they are unique and that through their feedback, you can improve where you lack as a business.
One of its kind issue tracking and customer support tool that integrates with all leading SaaS platforms easily. It also gives you the option of unlimited, customizable support and easy data migration. Register for a Free Trial of Tattle and discover how one tool manages your daily workflow, customer request, and internal support tickets in one place.