In an age where companies and products are so similar to each other – you must focus on making efficient implementations of customer service and support. If you don’t believe us, studies have shown that Americans will tell an average of 15 people about a poor customer service experience, versus the 11 people they’ll tell about a good experience.
Unless you want to lose out on 15 potential customers, your customer service and customer experience team needs to focus on exceptional experiences, to increase the lifetime value of your customers, while also making them akin to promoters, marketing your brand via word of mouth.
In this blog post, we’ll give you actionable steps to create a refined customer experience that will lead to happier customers, and more revenue for your business.
Generating Revenue by Creating an Exceptional Customer Experience
Customer Experience: Omnichannel Support
Within this digital era, access to companies has become easier due to the sheer amount of channels you can use to contact and connect with them. Focusing on omnichannel support may seem intimidating, but the rewards far outweigh the effort.
For example, using live chat options rather than just having a simple support page for customers to go to gives you the opportunity to help your customers every step of the way, from discovery to purchase. If they have questions during the purchase process – you can assist them and give them the same level of service they would receive if they were in a brick-and-mortar store.
For customers in the digital age, instant gratification is a necessity in terms of purchasing online. In fact, poor service stemming from a lack of a live chat has led to 78% of customers backing out from purchases.
On the flip side, a study we completed in Q4 of 2020 found that customers who engaged with live chat had a 10% to 35% higher average order value and a 6 to 10 times greater conversion rate than customers who did not engage at all.
Social media has also become a prevalent channel for customers to not only talk about their experiences with a brand but also as a forum to ask questions and give feedback. Fast reactions to questions on social media posts and comments give customers a feeling of authenticity – and fulfil that need for instant gratification they are looking for.
Combining that with quick responses to emails and implementing a phone system gives customers additional channels to reach out and speak with your brand, so you can build an exceptional customer experience.
Give your brand more channels to educate, sell, and provide value for your customers – and in return, your great service will boost your reputation, and give you an extra value proposition over your competitors.
If you need help bringing on an agent or a team of agents to maintain these different channels, we can help you do so immediately. Simply fill out our quiz either down below, or to the right.
Customer Experience: Creating a Macro File for your top inquiries
For many businesses, customer service begins with the same, repeated questions over and over again. You need to leverage this data and create an Macro file of your standard operating procedures (whether it’s on a document or excel sheet) to give insight and actionable steps for your customer service representatives to answer questions and concerns from your valued customer base.
Having your customer service representatives prepared on the top questions they should be receiving along with the responses they should provide in each scenario will cut the amount of lag time from the question coming in, to being resolved. Again, this digital age makes customers need and crave instant gratification, so the faster your inquiries can be solved – the happier your customer will be.
This Macro file will also grow along your brand, so for every new question that arises – your customer service representatives should ask for help regarding the completion of that inquiry, and once it has been completed – add that same question and answering process into your Macro file. Over time, you’ll have an instant answer for any inquiry, while making your customer support team more efficient and easier to manage over time.
While utilizing a Macro file is a great foundation to responding to valued customers, you must leverage personalization as well – you don’t want to have canned, robotic responses to all your inquiries, but rather a base of how your agents should respond. By having your agent or agents respond with empathy, authenticity, and kindness – you will give a personable experience to your customers, making them respect the value of your customer service.
Efficiency and great personalization will lead to higher levels of customer loyalty, and customers who are engaged by a brand make purchases 90% more often and spend 60% more per transaction than those customers who aren’t engaged.
If you’d like help in creating your own Macro file, and training agents to handle all of your general and specific inquiries – reach out to us by taking our quick, three-minute quiz.
Customer Experience: Make Your Purchase Process Easy
74% of customers are likely to switch brands if they find the purchasing process too difficult.
This means that customers need to be catered to immediately, and to be helped within your sales cycle at the drop of a hat. By building out a strong customer support system, you can help your valuable customers with add-ons, up-sells, cross-sells, and subscriptions – thus lengthening the lifetime value of your customer.
You essentially need to hold your customer’s hand throughout the entire process, by being ready to cater to them with any question they may have regarding the purchase of your product.
Having a simplified shopping cart, with a seamless purchase process is one way to help with the instant gratification your customer craves, and making sure to answer every question quickly, in a personalized way, will lead to a greater level of customer satisfaction.
The online customers of today are looking for a quick, easy, and sincere way to interact with brands. By providing omnichannel support, you can receive questions and concerns from the channels your potential customers prefer and answer every their question quickly – giving them instant gratification.
Instant gratification leads to a higher level of customer satisfaction, and the more instant gratification you can generate – the faster your customers will buy from you. Creating a Macro file of your top general and specific questions gives you the ability to answer every concern even faster – and with a streamlined purchase process, you can make every interaction with your customers more valuable by cross-selling or up-selling different products and services.
Great customer support will lead to higher rates of conversion, and as stated by Dan Gingiss (Customer Experience Expert) “Most companies must realize that they are no longer competing against the brand that sells similar products. Instead, they’re competing with every other experience a customer has.”
Here at TalentPop, we want to make your customer support and customer experience a focal point in the value you deliver to your customers – and if you’d like to find out more about what we can do for you, book a quick call with our team 🙂