At the end of the day, when all is said and done, the success of any business depends on customer service; the customer experience should be smooth and incident-free, encouraging the customer to repeat the experience. When you break down the various ways in which the customer interacts with the provider, it is largely digital, especially during the pandemic; millions of shoppers went online to order products when the virus infections began, in an effort to minimise human contact.
When a customer contacts you regarding anything, you need a prompt and professional response, which you can get from contact centre services, where the receptionist is remotely located and handles all incoming calls. There are specialist companies that have a large call centre remotely located, where a team of professional telephone receptionist handle all incoming calls for their many clients. If your business offers a 24/7 technical support service, for example, this would be ideal for the call centre, who would relay messages in real time to the mobile service unit, who can respond quickly.
The pandemic forced everyone to make the best use of the Internet and for most businesses, all communication with the customer is online. If you are using a digital marketing agency to plan and implement aggressive digital marketing strategies, they are more than capable of setting up efficient customer communication platforms, which offer a fast and reliable method for the customers to contact you. Even live events can be made virtual, as this article explains.
Improving the User Experience
If you run an e-commerce business, you should focus on the overall user experience and take steps to ensure fast page loading and a website that is responsive and easy to navigate. You could ask a web designer to assess your shopping cart website, with regard to improving the user experience, or consult with your digital marketing partner.
It makes complete sense to offer customers a varied range of secure online payment platforms, including:
- All major credit cards
- Direct bank transfer
You might want to contact a finance provider who can give you a ‘buy now-pay later’ package for your customers, which might be 3-6 months of interest-free payments. Of course, online consumers have their own individual payment preferences and by offering a good selection of secure, online payment platforms.
It is very easy for the consumer to see if your website is secure; the prefix – https (the ‘s’ indicates secure) appears in their URL window. If your platform web address starts with – http, then it is not secure and users will be reluctant to enter their financial information on your site. Your web administrator can obtain an SSL Certificate that solves the problem and this will give customers peace of mind that their financial details are protected.
If you do not have a professional receptionist handling your incoming business line calls, you are not projecting the right image, and while you don’t want the expense of directly employing a receptionist, outsourcing call handling to a 3rd party provider, namely a call centre. If customers calls are not received, this does not do any good to your reputation and the call centre guarantees that all calls are answered within 5 seconds, which is an impressive thing by any standards. The remotely located receptionist is fully briefed on the client’s business and will even follow a greetings script if you have one.
Building Customer Loyalty
This is the secret to long-term success; if your customers are happy with your products and service, there’s no reason to change and improving the customer experience should always be at the forefront of your mind. Happy customers recommend to their friends and by creating a customer review page on your website, you can show potential customers how others feel about the company. There are numerous customer review programs, such as Trustpilot, which have a solod reputation for providing honest customer reviews, something that is very important, with so many sub-standard companies offering their products and services.
Regardless of the industry, every company should be entirely customer focused and with regular feedback, you can tweak your service, maintaining a high level of customer service. Companies that care about how their customers feel about their service are always asking for feedback, in order to improve. Many of the large tech companies are completely client focused, as they know how critical it is for long-term success.
If you want the best customer service for your business, outsource your call handling to a 3rd party call centre provider, who will ensure that your customers are happy with the service they receive. It is critical to make customer service a major objective if you would like your customers to always be happy.