We at Megaventory are passionate about good customer service. It’s at the core of what we do, and how we operate. We collected some of our most important customer service improvement strategies.
Whatever field you’re in, the competition out there is tough. Standing out with not only good but excellent customer service could make all the difference for your business. It will help build loyalty around your brand in ways nothing else can. That is why these customer service keys are exactly what you need right now.
1. Know Who You Are Talking To
Knowing your customers is more important than you’d think. Being able to help each customer specifically makes them feel like they are being seen. Even if you aren’t able to help them, making sure your responses are curated for the specific client is crucial. Nothing is worse than receiving “help” that is not helpful and that clearly has nothing to do with your situation.
2. Be Personal
When you have customers that you have longer professional relationships, let them know that you remember them. Don’t worry, no need for sharing life stories and getting personally personal. A simple “Good to hear from you again!” or “If I recall correctly from our previous conversation” will make them feel like you know them.
The more you’re able to build an actual relationship with your clients, the more loyalty you are also creating. Good customer service is what makes people come back and choose you over a competitor even if it might be a bit more work for them. I love walking an extra block to a store that I know will remember what I’m working with and will be able to help me well.
3. Be Available
In 2021, everyone is always available. Even if it’s not always a good thing, it’s what especially consumers expect. Being available doesn’t necessarily mean a 24/7 live chat. Being available will look different for each company. The key is that customers have an easy way to contact you at any time. Make sure your contact info is clearly stated. Long contact forms and complicated links make contacting you too much of an effort, and a potential client will be happy to talk to someone else who is available.
We at Megaventory are happy to provide live customer support for both our clients within our app as well as on our website for anyone interested. If for some reason no one is manning the customer chat on a Sunday night, we have people leave us their questions along with their email address and get back to them within a couple of hours. This is something we get constant positive feedback for – and there is a good reason for it! Our customers know they can trust that their pressing issues will be addressed in a timely manner.
4. Always Respond
Ok – this should go without saying, but this is a mistake that is more common than you’d think. I’m sure all of us have been at the receiving end of getting ghosted by a company. It’s hard not to take it personally, even if it most certainly is not personal! Usually, it’s a message that has just fallen through the cracks.
But how do you ensure messages don’t fall through the cracks? Sometimes a missed message is as simple as everyone thinking someone else will take care of it. Assigning “random” requests and messages to either a certain person in your marketing/sales team or a rotation of sorts will help you catch each and every message coming in.
5. Be Honest
Honesty is the best policy. If you don’t know an answer to a question, let your customer know you will get back to them after some research. If your product doesn’t match their needs, let them know. And if you know you can help them but have a different idea for an approach, share that! Be honest about your capabilities and the situation.
In cases where a mistake has been made, own up to it. Even if it wasn’t on you, make sure your customer knows you are sorry! Making an effort to make a wrong right goes a long way and helps build trust.
6. Follow Up
Follow-up is a huge part of going above and beyond in customer service. Making sure your customers are happy with your product or service makes them feel connected to your brand and taken care of.
7. Select the Correct CRM Software
As a SaaS company ourselves, we fully believe in having the right software for your needs! Just like having the right inventory management software will make a world of difference in your warehouse and stores, having the right CRM software will do the same in your customer relationships.
A good CRM software will help you keep your messages in order, help with reaching out to new clients, and remind you of your history with old ones. Don’t sell yourself short and get software that just barely works – make sure it’s what your company really needs! There are a lot of options out there, but if we were to give you one tip in the selection process: make sure their customer service is a priority for them!
8. Stay in Touch
Staying in touch with your customers even when they are fully happy with your product or service is a great way to stay at the top of their minds. This could be update emails, sharing helpful content, or making sure they know of your newest campaign.
As you are working on a strategy for staying in touch, go back up to the top of this article and make sure you’re hitting all the right customer service tips in the process: Be personal, be available, know who you’re talking to.
The King of All Customer Service Tips: Connection
The biggest thing about being the best at customer service is that it gives you the opportunity to build loyalty with your customers. With good customer service, your customers get not only your product but an experience that will change their day or business for the better. It’s all in the customer service!
Did we miss a key point? Let us know your best customer service keys in the comments!
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Irene Dimakides does Digital Marketing and Content Creation for Megaventory. Her passion is to see people and businesses reach their full potential and move forward in that more freely. When she’s not writing the next piece of original content, you can find her at the beach with a book or getting food with friends.