When it comes to exceptional customer service and support, today’s consumers expect nothing but the best. Customer demands are on the rise. That’s because they no longer have to wait on hold with customer service or visit a business in person to get help. Modern consumers must simply pop onto their favorite social platforms to connect with brands.
However, if your brand’s customer service strategies aren’t up to par, you’ll quickly lose shoppers’ trust. Poor customer service costs businesses up to $75 billion. And that’s just in the US!
So, how can your brand deliver stellar customer service around the clock? Here are five tips to get you started.
1. Automated customer service replies
Whether customers are reaching out to you on Facebook, Instagram, Twitter, or WhatsApp, responding immediately is essential. About 39% of social media users expect a brand to respond to their message within an hour.
Automated messages can help your business keep up. While you shouldn’t rely solely on automated replies, they can work as a good placeholder until a customer service rep can talk to the customer directly. Auto replies are also a great way to support customers after regular business hours.
A quality automated reply should let the customer know you’ve received their inquiry, tell them when they can expect a response, and include links to your brand’s FAQ page to help them find answers.
2. Chatbots
Another smart way to support your customers 24/7 is with chatbots. It’s no surprise that both businesses and consumers love bots. Chatbots and other forms of AI turbocharge the speed of support resolution. They also never sleep, allowing you to help customers both night and day.
Set up a chatbot that embodies your brand. Have the bot introduce itself and give it the ability to answer simple questions your customers regularly ask. For more complicated concerns, a customer service representative can pick up where the chatbot left off. A customer support team of robots and humans will enhance the customer experience.
3. Use a mature omnichannel customer service strategy
When it comes to unrivaled customer support, a mature omnichannel strategy is everything. According to Mitto’s findings, compared to companies with little or no omnichannel strategy, brands that had a complete strategy were:
- 2x more likely to respond to consumers in real-time or in less than an hour
- 4x more likely to report highly loyal customers
- 3x more likely to report a significant increase in revenue growth over the past year
These brands were also more likely to report optimized chatbot and automated message flows and more efficient—and less stressed—customer support teams. Bravo, omnichannel!
4. Develop a FAQ page
Remember earlier when we mentioned having your auto-replies direct customers to an FAQ page? Well, to do that, you need to have one.
A frequently asked questions page on your business’s website allows consumers to solve their problems. Meet with your customer support team to determine the top customer concerns and inquiries. Based on that information, create an FAQ page that addresses these questions in depth.
Your FAQ page might include:
- Shipping information
- Return policies
- What payment methods your company accepts
5. Set realistic goals
One of the worst mistakes a company can make in its customer service efforts is overpromising and under-delivering. Be sure to set realistic goals when developing your customer support strategies. To do this, look at your key performance indicators (KPIs), including the average first response time, ticket resolution time, and the average time a customer spends on hold. Outlining and assessing these KPIs will uncover meaningful insights, such as your staff’s efficiency and improvement opportunities.
Enhance your customer service response times
Swift response times can increase customer loyalty, trust, satisfaction, and retention. However, speed isn’t the only thing that matters. Consumers still want personalized, valuable responses.
Mitto can help you find that sweet spot. With our tools, you can implement automated replies and chatbots, personalize your content, and track your results.
To learn more, reach out to us today.
