No matter how reputable your business is, or how innovative your products or services are, if you fail to provide great customer service then your business cannot sustain itself for very long. After all, great customer service is the key to earning loyalty and making your customers return to you. In this guide, we will share our tips and strategies for providing a great customer service for your business.
What Is A Great Customer Service: Tips & Best Practices
Understanding what is a great customer service is key to building relationships with your customers and ensuring long-term success for your business. After delivering great customer service, your clients will not only feel that their problems were solved, but they must also feel an attachment towards you. To do that, you have to make your customers feel like you genuinely have their best interests at heart.
For this, not only do you have to make sure that your customer service team is responding quickly to queries, but you also have to ensure that your team is proactive and creative. When you are solving customer’s problems, your team must have a positive and sincere attitude, and have expert knowledge about your business.
That’s not all. To understand what is a great customer service is, you have to put yourself in your client’s shoes. How would you feel if you were facing what seemed like a complex problem, but managed to solve it all by yourself? Without a doubt, you would feel empowered and more satisfied.
Now, you can make your clients feel this satisfaction by setting up a high performing and content rich self-help system that is easily accessible to customers who want to solve their problems themselves instead of waiting for customer service to get back to them.
Let’s find out how you can go above and beyond to provide great customer service with some of the most recommended, effective strategies.
1. Ensure Your Team Has Expert Knowledge On Products & Services
In order to provide great customer service, you have to be prepared to answer any and all problems they may face. And to do that, your team needs to become experts about the products and services you are offering.
So if you haven’t done it already, make sure you have given extensive training to your customer support team and not only made them familiar with your products but also have given them professional or expert level knowledge. Invest in training programs for your employees and help them develop their skills and experience. So that they can not only solve customer problems, but also anticipate them to come up with innovative solutions.
2. Speed Up Your Team’s Response Times To Answer Customer Queries
It goes without saying that customers feel disturbed while waiting. The longer you take to respond to a customer, the poorer their experience will be with you. So speeding up your team’s response time is essential to provide great customer service. Otherwise they can rate your customer service negatively. That’s why to provide great customer service you must speed up your team’s response times and answer queries as soon as possible.
3. Set Up An Effective Self-Help Or Self-Service System For Customers
Time and time again, research has shown that self-help or self-service systems are more effective and preferable to customers than businesses realize. In fact in a recent report, it has been found that customers prefer knowledge base more than any other channels.
So if you haven’t already done it, you should definitely invest in a self-help or self-service system for customers. There are tons of options you can choose from to create your knowledge base. You can use SaaS solutions, or you can use WordPress plugins as well, if your website is built with WordPress. The advantage of a WordPress knowledge base plugin is that you can effortlessly create your documentation and set up a self-service directly from your WordPress dashboard.
For example, BetterDocs is a powerful and feature packed WordPress knowledge base plugin that more than 20,000 businesses are using to provide great customer service. It takes only a few minutes to set up stunning and effective knowledge using BetterDocs. And you get the added bonus of being able to reduce pressure on your support team while providing great customer service to clients.
Whichever option you may choose, there is no denying that in order to provide great customer service, setting up an effective knowledge base is absolutely essential.
4. Don’t Keep Customers Waiting; Use Instant Answers ChatBots
As mentioned earlier, in order to provide great customer service you have to make sure your customers are not waiting too long. Even if you have the resources to expand your customer service team, there may be occasions when no one is available to help your clients.
In such situations, Chatbots can be very useful. To give you an example, BetterDocs knowledge base plugin comes with an advanced Instant Answers feature that can immediately search for relevant documentation articles in response to a customer’s queries, and thus help the customer solve their own problems instantly when support is not available. This is another super effective way to speed up your response times and provide great customer service to your clients.
5. Always Have A Positive, Sincere Attitude Towards Customers
Automation tools, or knowledge base solutions can definitely help you provide great customer service, but at the end of the day, if you want your clients to feel as if you genuinely care about them, you must show them sincerity. And to do that, you have to train your customer service team to have a positive, caring attitude in every situation. You can train your team to use positive language, and encourage them to be more autonomous when resolving customer queries.
6. Be Proactive And Creative When Solving Problems For Customers
One of the fundamentals of service marketing is that proactive service always makes your customers feel more satisfied with your business. And so, you and your team must be able to anticipate problems and creatively resolve them before they occur. This is also known as proactive customer service or proactive customer support, and it can go a long way to help you improve customer satisfaction and loyalty.
7. Collect Customer Feedback To Constantly Improve Your Service
In order to provide great customer service, you must constantly improve and strive to do better than before. And to do that, you need to collect customer feedback on the support you have provided. Based on this feedback, you can identify your shortcomings and find ways to improve your customer service.
8. Make Your Help Center Or Knowledge Base Easy To Navigate
We mentioned earlier that customers prefer a knowledge base more than any other channels to get support. But in order for your knowledge base to be effective and helpful to customers, it has to be full of resourceful content that is both easy to read and navigate. If your customers are struggling to find the solutions to their problems in your knowledge base, then your knowledge base will not be effective at all.
Some knowledge base solutions like BetterDocs make it easier for you to set up a self-service system that will actually be helpful for customers, as you can add a sticky Table of Contents, advanced live search bar, and even organize your knowledge base with categories and tags.
Bonus Tip: How To Help Your Team Develop Great Customer Service Skills
Now that you have an idea about the effective ways you can provide great customer service, let’s discuss a little bit about one of the biggest challenges you may face when implementing these strategies: how do you make your team develop great customer service skills?
No individual is born with great customer service skills, but you can help train your team members to develop these skills and create a positive, collaborative work environment and attitude. Here are some ideas on how you can help your team develop great customer service skills.
1. Train Customer Service Team On Resolving Customer Queries
First and foremost, you need to train your team on how they should respond to customers under different circumstances. With the consent of your customers, you may record their calls and their conversation with your support team. And use that later in the future to train your team members to find out how the problem could have been solved in a better way.
In addition to this, setting up some standard protocols on how to deal with customers can give your customer service team a guideline they can follow when they have to interact with clients. This includes organizing all roles and responsibilities so there is a clear hierarchy on your team and
2. Create An Internal Knowledge Base Your Team Can Refer To
In order for your customer service team to become experts about your products and have a clear guideline on how to respond to customers. You should have a resourceful knowledge base ready for them that they can refer to. With BetterDocs, you can easily create a restricted internal knowledge base for your team which only your team members will have access to. This way, your customer support team will be able to clear any confusion or problems by themselves when interacting with customers.
While there is no one fixed solution for providing great customer service, with these strategies you can find it easier to make your customers feel more satisfied using your products and services. Make sure that you are paying attention to how customers are responding to your support and adjust your strategies accordingly to make your business stand out.