Having a robust and easily searchable set of FAQs can help empower customers to quickly find solutions to common queries without having to wait to speak to someone. Have An Easily Accessible 'Frequently Asked Questions' Section Providing customers with a quick, easy solution will boost customer satisfaction and increase brand loyalty. Chatbots can give immediate answers to repetitive questions and empowers customers with the answers and support needed to complete their buying experience. Leveraging chatbots allows marketers to offer 24/7 customer service, an extremely important factor in business success. You can have customer support within arms reach, but if your process is easy and intuitive, then you won't need it anyway. Customers that are already looking for self-service options want to go as far as they can on their own, without you getting in the way. Produce An Easy Customer Support SystemĪbsolutely any service or action the customer can start and complete without ever needing to contact the business. Learn where the common areas of friction are for your product or service and invest in great content related to those areas. Great explanatory content with text, images and video is what people really want when they get stuck or are just getting started. You'll be surprised by how much your customers know and save on your more costly support channels.
To do it well, you'll need to pick a tool, launch it with seed content and provide ongoing moderation to answer or escalate questions that the community can't answer. Starting an online customer community is a great way to leverage the expertise of your customers to support each other. Rather than waiting on the phone or an email response, customers can quickly and easily get in touch with a support representative through chat. One great example of this is online chat support. When consumers feel they have the power to help themselves, they're more likely to be happy and loyal customers. Pini Yakuel, OptimoveĮmpowering consumers with self-serve customer service options can be a game-changer. For example, a portal where the data lies and is open to everyone and which helps consumers learn about industry trends, consumer behavior and more. This creates loyalty, even if they are not yet paying customers. If you're a B2B product, allow consumers access to more anonymous, aggregated data giving them the freedom to analyze it and draw their conclusions on the industry. If a soon-to-be customer has to go through a customer service rep to cancel it irritates the customer, takes time away from the support team and creates a higher percentage of people asking for, and getting refunds. This may sound counterintuitive, but allowing the customer to fairly easily cancel their membership, subscription or account is important. Build flexibility for representatives to use their discretion to give more even if it doesn't fit neatly into an existing protocol. Parna Sarkar-Basu, Brand and Buzz Marketing, LLC.Īcknowledge that the company is always trying to do better on a regular basis. Granted, we have to subscribe for the service. Not only do we receive our orders fast, even within hours, but we can also return a product with almost zero problems. One of the reasons a company like Amazon is so successful is because they make it easy to interact with the business. Making purchasing and returns easy and hassle-free. Royston G King, Royston G King Group & Companies Customers would be glad that their purchasing power is making a positive impact on others and our planet. Some companies have adopted this method where consumers can choose the not-for-profit charity of their choice to give a tip or allocate the percentage of donations to. Perhaps the ability to choose a social cause in which a percentage of their payment will be donated to. Include A Social Cause Customers Can Donate To Reposting that content onto company pages makes the consumer feel empowered and like they're not just a customer, but an ambassador and an integral part of your brand. After the sale, send a communication encouraging customers to post about the experience, service or brand. The simplest form of self-serve customer service is user generated content. Forbes Communications Council is an invitation-only community for executives in successful public relations, media strategy, creative and advertising agencies.
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