In this guide, we will share with you important qualities and examples of excellent customer service
Investing in effective customer service can pay off big positive impacts in the long run. After consumers’ first purchase, there is a high chance that they will stay loyal to your service. But what does it mean to offer excellent customer service? As a matter of a fact, handling large customer portfolios can be complicated and lead to a distance between the customer and us.
At Megaventory, this is a practice that is carried out day-to-day, since we have a large customer base all over the world. We always take into account that everyone has specific needs and requirements.
Apart from offering best practices, valuing customer time, having a pleasant attitude, and providing informed resources, there is so much more than just fulfilling customers’ expectations.
Now we will show you how to boost your customer service!
1. Know your product
Extensive and useful knowledge of your product is an essential quality of customer service. Faced any possible situation you may encounter in your everyday business with customers. Their goal is for customer to learn more about the product you are selling, so that they can make appropriate recommendations on the use of new features and services.
The initiative carried out by Megaventory is an internal course for all new employees, thus making sure they know in-depth how our software works, as well as the benefits it provides.
2. Maintain a positive attitude
A positive attitude is essential. Since most customer interactions are moving into the digital realm, you should keep that attitude in your language and tone of voice. Keep in mind – it is not difficult to misinterpret the tone of nonverbal communication.
3. Solve problems creatively
Thriving in this area will allow you to make it a central part of your customer support function. At Megaventory we seek to address client’s issues in a way they don’t expect. Apart from satisfying their present and future needs, our team aims to reach customers’ commitment to our company and assure their stickiness to the product.
4. Respond quickly and effectively
Valuing customer time should be paramount in any online experience. Resolving small queries quickly is the key to good customer service. But do not forget that excellent customer service will always outperform speed at all times.
You have to separate the small queries from the more complex ones. As a consequence, some customers wouldn’t mind waiting longer until their problem is solved. That is why Megaventory has an automated chat to solve simpler issues, so the main focus on can be put on more complicated issues.
5. Customize your service
Generally, more and more customers want to feel like a part of the company. This means that you may have to perform your service in the most personalized way possible. Probably some of your users will want to have a 1-1 interaction. Obviously, it’s an arduous task to get personalization for all your users. But whenever it’s possible, try and show your customers that you are familiar with them and their business peculiarities. Make them feel taken care of.
Megaventory has a basic package with all the key inventory management software functions included. However, if the client asks for more specific requirements, then customized plan can be easily created.
6. Help customer help themselves
There is a big trend in which customers want to tackle their problems on their own before they have to communicate with a live representative. So-called self-service is a scalable and cost-effective way to make your customers solve their doubts without wasting time and being able to focus on those more complex questions that if they pay your attention.
In this respect, Megaventory has two main sources of information; one outside the software where you can find all the concerns that arise to our customers before buying the product and then; inside the app where you can use the magic wand which directly explains and shows the necessary steps as soon as the user issues a command in the search field.
7. Focus on customer support
Consumers are the energy of our business. They are ahead of the product or profits of the company. A few years ago, we started putting the spotlight on the customer creating a service that focuses on customer’s needs. In regards to this, Megaventory team uses the right tools, so that customers can choose between contacting our customer service directly or through our general chat.
8. Listen actively
Looking in your feedback tray is a great source to identify issues that the company may not have noticed. Being aware of this increases your changes of better understanding of your customers’ problems and being able to solve them effectively. Listening also consists of knowing the clients’ emotional state. Based on that, it becomes easier to give an appropriate response to the situation.
9. Keep your word
When it comes to keeping your word, respect and trust must be taken into account. Letting your customers down is the worst thing you can do. If you break your word, offer them something in return – even a full refund. You might lose money in the short term, but in the end you will get a loyal customer.
Customers do not feel grateful when you deliver more than promised. Besides, they become disappointed if you break a promise. That’s why in the long run consumers will see the value you bring to them. It might be reflected in your product reviews.
10. Be proactive
One of the best options to leave a good impact on the consumer’s mind is to anticipate a need before they arise. When our customers feel that they are valued, they will return to our company due to the phenomenon of reciprocity.
Even after the sale is closed, Megaventory will maintain a stable relationship with the customer offering attention throughout their business relationship.
All the above elements are combined to produce excellent customer service. This service makes your customers loyal to the company by giving you a reputation for being useful.
To recap, customer service is a tool that evolves every day with the company and with which we must offer the best value for our customers.
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Raúl García does Digital Marketing and Content Creation for Megaventory. His passion is to develop new strategies while helping the team achieving its goals. A lover of new technologies and always thinking about what his next favorite series will be.