Every company needs customer support agents to provide excellent customer service and increase customer loyalty. This is how you can achieve that.
The way businesses treat their customers has changed significantly over the past few decades. Now more than ever, business owners are focusing on how to give their customers a great experience and earn their loyalty.
Customer loyalty is of big importance nowadays, for both business owners and their clients. The best way to increase loyalty is through great customer service, as 97% of consumers are likely to shop from a business again if they offer excellent customer service.
It should be every business owner’s goal to increase customer loyalty and conversions. Here is how customer experience agents can help you do that.
1. Fast responses = happy customers
Fast responses are necessary if you want to provide great service. In this fast-paced world, consumers expect an immediate response to their questions on all channels of communication. Speed should be your top priority and clients shouldn’t wait for a response for more than 10 minutes.
Tips for reducing response time
Here are some things you can do to ensure your response time gets reduced significantly:
- Establish a process. Create a process that clearly states what each of your customer service reps needs to do when a customer contacts your business.
- Have employee accountability. Your team needs to be well-organized and every member of your customer service team needs to know each other’s responsibilities. If one team member doesn’t do their job, the rest can reprimand them.
- Use multiple channels. Allow your consumers to contact you via multiple channels, such as email, social media, telephone and website chat.
Be omnipresent on live chat, phone, email, and social media
It’s not enough to use multiple channels of communication, you need to be omnipresent on those channels. When consumers contact you via any channel, it’s your responsibility to ensure they get an instant response.
2. Helping returning customers
You need to make your clients feel important and appreciated, especially if they are returning to do more business with you. When someone notices that a business tries to make them feel special, they have more appreciation for that business.
Returning customers are also more likely to buy and spend more money. Loyal customers spend 67% more than new ones, so putting in an effort to satisfy them can be very beneficial to your company.
Here are some tips on how to personalize customer service for your returning customers:
- Send personalized appreciation emails where you thank them for their business and trust.
- Give them gift cards and vouchers that will entice them to make a new purchase.
- Award loyalty points that can later be exchanged for rewards such as discounts and free products to increase customer loyalty.
Upselling is selling additional products to a customer after they’ve already purchased something, based on their shopping history. The trick to upselling is one-on-one communication between your service agents and customers, as the agent can pinpoint the right time to upsell.
There are many things an agent can use to determine whether it would be good to upsell to a customer. Things such as the client’s tone of voice, their reason for contacting the support team, and their previous experiences with the company are just a few.
As we’ve already established, it costs less to sell a product to an existing client than a new one, so upselling could potentially be a big benefit for your business. Just keep in mind that you can’t convince everyone to buy a new product on top of the one they already did, and you should never be too pushy when trying to make a sale.
4. Asking for feedback
Your customer service efforts can always be improved, especially if your goal is to increase customer loyalty. That improvement shouldn’t only come from within the company, but outside it as well, though customer feedback.
Make sure to always ask for feedback and advice from your customers and listen carefully. It can help you improve aspects of your customer service that may be less than ideal.
Naturally, it can sometimes be hard to take criticism, so some companies never listen to their customer’s feedback. However, if you are unaware of mistakes and repeat them, you could lose a lot of business as a result.
Your clients need to see that not only are you listening to their feedback, but also acting on it. Once you’ve made the improvements they wanted, make sure to contact them and explain how their feedback helped you change your company for the better.
5. Proactive engagement
Customers are losing trust in companies due to issues with spam, data privacy, and bad customer support. That is why proactive support and engagement can help build trust and increase customer loyalty.
Proactive support means that you need to spot and resolve an issue before it escalates to a bigger problem, or in some cases before it even happens. It can hurt your company if you just sit around and wait for a customer to contact you with a problem that could have easily been resolved before it occurred.
You can do simple things to ensure proactive support. For instance, you can contact a customer if a product they were interested in came back in stock, to see if the shipping address you have on file is correct. A little effort can go a long way when it comes to customer satisfaction.
There are a plethora of things you can do to make sure you have top-notch customer service that will increase customer loyalty. Your business won’t be able to succeed unless all the members of your customer support team work hard to give your customers the service they deserve. However, training support agents can be a long and hard process, especially if you aren’t skilled at it. If that is the case with your business, you can always outsource customer support. This way, you will get trained, professional agents that will help you bring your business to the next level.