The major change when you compare the consumer market now from a couple of decades back is that the proliferation of the internet and digital technology has made the customers more and more proactive. Customers are not willing to wait for you to reach to them and tell the story; instead, they do their research and equip themselves to sail smoothly through the buying process, all by their own.
Adding to it, you should also realize that they have a larger voice now to speak out loud and make others know if they are unhappy. Customers can directly connect to the brands and vice versa through the 24×7 social channels and address their grievances publicly. All these paved ways to a new culture regarding customer service, and all brands; larger or smaller, global or local, had to follow suit.
The changing customer perspective
Now the customers/clients who get into contact with a brand through any possible platform are expecting instantaneous solutions for their problem. The major changes one may notice on learning about the new-age customer perception are:
- The modern-day customer service goes beyond the simple resolutions which are prompt.
- The customer services practices also go beyond the support team as well.
The golden rule you can find when it comes to the changing customer service perspective is that:
“Modern day customers want to be treated like real people, and they also want to deal with real people to buy.”
Here is the concept of individualized or personalized customer service, which is made possible through Salesforce. With information technology remodeling the ways how companies and customers connect, real-time working relationships are now a reality. Provided everything is set equal, customers prefer to buy from a friend than a marketer. Going a step ahead, marketing gurus also now say that even on giving unequal comparisons, still, customers want to buy from a friend only.
So, to establish such a penalization with the clients in the age of digital communication, businessesneed to offer the best customer service available. Further, let’s discuss the customer service best practices you should follow now to be focused and result-oriented.
Customer service best practices
To any business, along with whatever they own, customers should also be maintained as valuable resources, and without them, there is no profit or existence. However, businesses working towards this goal may also fall into trouble by treating their customers just regarding numbers.
Nowadays, this is not the way customers want to be treated. Studies show the figure as about 66% of the customers tend to switch brands on identifying they are getting treated as just numbers and not as a person.
Moreover, it is also not enough to maintain an excellent customer service division which is capable of offering top-end service. In many cases, the customers may also be interacting with the other department in the system and if the orientation of the other department is not towards keen customer care, the majority of the customers may simply turn to other brands without even giving a chance to your customer care specialists to do something.
The customers now expect something which is exceptional and consistent. Here, we will discuss a few things which enable you to ensure the best regarding new-age customer service.
Hire apt people and maintain them well
Any business primarily maintains a connection with the clients through the customer support agents who keep your business alive. One should understand that such a point contact is a crucial position and you cannot just entrust anyone for it.
- Take your time to hire the most appropriate agents and onboard them.
- Offer competitive pay and attractive benefits to the right people to retain them.
- Make their job enjoyable and exciting by offering rewards and incentives.
A right team is half done regarding successful customer service
Honor the customer expectations
It is true that customers always expect the whole world; however simply promising them the world is not a good strategy as you will not be able to meet it up. So, the thumb rule suggested by Flosum.com is to be genuine at best and make commitments which they meet amazingly. Explain to them what they can expect from you and how realistically things can be rolled if they buy from you. With this approach, the customer may even see you go an extra mile on the commitment made, and you never need to worry about the damage control measures for the unfulfilled promises.
Focus on first impressions
As it is rightly said, “there is no second chance of making the first impression.” When it comes to customer care, this is the single most golden rule. Also, customers are now more connected, and if anyone has a negative experience, they can easily switch on to someone else and also take away many others too on this move. All it requires is a few touches on the screen or mouse clicks.
So, when new customers get introduced into your system, try to astound them with the care you offer. A customer relation that starts strong tends to stay long.
The latest CRM tools of Salesforce had gone a long way regarding assisting businesses to streamline the customer interactions with extreme personalization. Along with gathering and analyzing customer and purchase data, CRM helps the agents to track the previous purchases, consumer behavior, preferences, and dislikes of each client and handle them better.
This approach helps the businesses to convert the conventional mode of customer service into the one-one-one customer experience. A survey done by Gartner shows that more than 60% of the customers and more than 80% of the key business people admit that personalized approach to customer care has a greater impact in building customer loyalty to brands.
Have a data-driven approach
Informed support is the best mode of customer support. When your support agents interact with the customers, they should be equipped with enough insights and the right questions to be asked by the customers to understand their problems easily. Doing it professionally will not only help to establish a healthy relationship and productive discussions between the customers and the supporters but also will help avoid the frustration of a typical customer interaction otherwise.
This will also set forth an opportunity to implement the valuable customer feedback, which further help enhance the process. Appropriate data-driven insights enable it all, and the use of a good CRM like Salesforce make it’s more innovative. The CRM captures data in every possible form and process to do an appropriate analysis which can help to offer a personalized experience to every client during customer support.
Maintain a proper focus
If business intelligence is the brain of your brand, then customers are the heart of it. So, it is essential to analyze the health status of your heart as to how well it functions. Define a clear customer service strategy for your company, stick to it, and make necessary changes according to the situation needs. Always keep your customers involved and well informed and equip the customer care agents with enough tools, data, support, and insight to offer superior customer service, every single time.
Chase customers and be where they are
Customers now have multiple channels to keep in touch with the businesses. So, it is ideal for a brand to be available on all of them to be there where customers are. From the most conventional phone support to multiple social media channels or live chat, a multi-channel customer care center will reassure the clients that you care for them enough to be where they are and instantaneously offer them anytime support. A reliable CRM like Salesforce will help to facilitate this approach at best and also will make the same data available across the platforms.
Salesforce in action
As far as offering top-notch customer service by meeting all above needs, no doubt that Salesforce can offer the best of CRM technology. CRM enables proper communication between the clients and business at every level, across the departments, and also internal communications. This further help to build solid relationships to ensure business growth further. Salesforce is the now the trusted CRM application which has now gone a step ahead by offering Salesforce Service Cloud.
Offering platform as a service (PaaS model), Salesforce Service Cloud is a mightier CRM focusing on support and service to customers. Service Cloud will help businesses to service clients through various possible channels and close customer issues in a much faster and efficient manner. The tool also puts forth many self-service resources for the customers for a better experience.
A majority of the businesses now believe that customer service is the No.1 competitive differentiator regarding business success, you shouldn’t fall behind. Ensure that you are fully equipped to offer your clients with that kind of services which will mold them to your brand advocates. Remember, the customers nowadays are more connected, and if you are not there in the loop wherever they are, you surely miss out on a significant opportunity.