The default approach to resolving issues relating to customer service is to respond to problems when they arise. This reactive approach may satisfy the customer, but it most likely will not enchant them. In fact, many unhappy customers will not call to complain,they will simply take their business elsewhere.
Instead, imagine resolving problems before they take place. Or better yet, think about being able to address the issues before customers become aware that there is a problem in the first place. This approach, which is a proactive approach, is not only viable but possible as well. A recent survey conducted by Enkata found that being productive and proactive can reduce call volume by as much as 30%. As well, the survey found that this approach increases customer retention rates by 3-5%.
So how do you go about in being productive? What actions will you have to take in order to employ a successful, proactive customer service strategy? Here are 5 tips to follow.
1. Create Content That Answers Common Customer Questions
Many customers hope to find answers to their inquiries on their own, as opposed to them having to call or email a company for support. This means that if you make helpful information difficult or impossible to locate, you’re depriving yourself of a valuable opportunity to satisfy customers. A good place to start – create an FAQ page on your website. Include a link to the page below your signature in every correspondence you have with customers and prospects.
2. Pay Attention to Every Word Customers Say
If you’re not paying attention to what your prospects and customers are saying about you online, you’re missing out on the opportunity to resolve conflicts before they escalate. Reaching out to customers who mention your company, be it good or bad, allows you to pre-emptively address their needs and enhance their experience and satisfaction.
3. Integrate CRM Software – Empower Front Line Employees
Anyone who spends a day in an office environment knows you’re almost guaranteed to hear at least one staff member complain about the limitations of their tools, whether it’s a slow desktop PC or an application that doesn’t have the features they expect. Today, it’s much easier to give employees more choice about how they do their tasks without compromising on company policies. All you need is a powerful CRM that documents every conversation, every job order, or customer request.
4. Collaborate in the Cloud
The ability to access the most up-to-date information is essential for employee productivity. Adopting cloud solutions gives employees access to key applications and the most recent versions of documents, no matter where they are located.
5. Break Down The Barriers
You more than likely hired people for different functions, such as technical supports, sales, customer service etc. But if these people don’t collaborate, your customers may not receive the service they expect. Imagine how much better your products and services could be if sales tells technical support agents what customers are asking for and customer service shares the most frequent customer complaints with the rest of the staff. Such cross-functional collaboration could result in new productivity that boosts sales and increases customer satisfaction, which translates to more streamlined operations, increased productivity, and increased profits.
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