Have you ever wondered who are the most important people in your business? For argument’s sake, for some people, the first set of people that would cross their minds are the business leaders, like the CEO, the President, or any high-ranking employee that manages employees from top to bottom. Some would even agree that department members are also one of the most important people in your business. Yes, you are correct. Any employee in position is vital to lead and perform to ensure the business is going in the right direction. But the most vital people in your business are your customers. Customers are the bloodline of your business. Customers are the reason why businesses exist. Without them, your business won’t produce profits, revenue, and ultimately, it is pointless to run a business without them. Keeping your customers satisfied is one of the most vital parts of any business. Satisfied customers are more likely to continue doing business with you and the potential of positive word-of-mouth. If your business is struggling to provide the best customer service, in this article, we will discuss tips and techniques to improve customer service for your business.
Why Improving Customer Service is Essential in Elevating Customer Satisfaction
As mentioned above, your customers are the bloodline of your business. Improving your customer service has a positive impact on customer experience. When customers receive exceptional service and support, customers are more likely to feel valued and respected. In the long game, your business would have a positive branding which can attract more customers to do business with you.
On the other hand, poor customer service can backfire your business. It can lead to frustration, dissatisfaction, and negative word-of-mouth about your business, which can harm your reputation.
Effects of Good Customer Service
A 2021 survey by HubSpot found that 93% of customers are more likely to make a repeat purchase from a company that offers excellent customer service.
Another study in 2020 by Zendesk found that 75% of customers are willing to spend more money with a company that provides great customer service.
Lastly, a study from PWC also found that customers are willing to pay more for the experience qualities that matter most to them: 43% of consumers would pay more for greater convenience, 42% would pay more for a friendly, welcoming experience.
Effects of Bad Customer Service
HubSpot also found that 78% of customers have abandoned a purchase because of poor customer service.
Zendesk also found out that 50% of consumers will switch to a competitor after one bad experience, and 80% will switch to a competitor after more than one bad experience.
A 2020 study by PwC found that 32% of customers would stop doing business with a brand they loved after one bad experience.
By improving your customer service, your business can produce loyal customers and a high retention rate which can potentially attract more customers through positive feedback, reviews, and word-of-mouth.
10 Things Your Business Can Do to Improve Customer Service
- Understand your customers
Understanding what your customer needs is the first step to providing excellent customer service. This sets a standard in your service in which you can easily understand and analyze the solutions and fixes you can offer to your customers. You can start from hearing what your customers have to say, what specific frustrations they are facing, and provide solutions and fixes that match their needs. In this way, you can maximize your customer satisfaction without damaging your business’ brand.
- Be Responsive and Proactive
When a customer reaches out to you to bring up a concern or even a positive feedback, responding back to your customers right away will make them feel valued and respected. If they do bring up a concern regarding a service or product, proactively reach out to them to check in and offer support for what your customer needs. This shows that your business values and cares about your customer.
- Personalize your Customer Service
Personalizing your customer service is one of the most effective techniques in making your customers feel special, valued, and involved. One way to use this particular technique is addressing your customer by their first name, offering products or solutions that coincide with their troubles, tailoring to their preference, or even as simple as listening to their needs. Creating
- Listen to Customer Feedback and Act on them
Active listening is one way to share care for others, to loved ones, or even to your customers. Your ability to listen actively to your customers can either have a positive or negative effect on your business and most of the time, we want to give the best customer service that we can offer in our power. If your customers have something to say, like positive feedback, one simple way is to thank them and tell them you’re continuing to provide what’s best for them. And if for unfortunate circumstances they provide negative feedback, listen to their concerns, empathize, and provide possible solutions to make their experience better.
- Empathize with Customers
The simplest way to empathize with your customers is putting yourself in their shoes. There could be one time when you’ve purchased a product or service from another business that failed to meet standards and expectations. At some point, maybe you angrily called customer service out of frustration. If you put yourself in their shoes, this creates an emotional connection on which you and your customer both understand. Acting with empathy can provide a positive experience for you and your customers, making it easier for you to provide solutions to their problems.
- Transparent Communication
Communicating with your customers with transparency can set boundaries, expectations, regular updates and being honest with any challenges with your service. When you communicate with transparency, there would be less disappointment from your customers, and we wouldn’t want that since all we want is the best for our customers. One thing you can do is to give them an update about your products or services and to top it off, you can even provide a freebie or a discount coupon code as a form of apology for any delays or inconveniences in between the transaction.
- Customer-Centric Culture
One thing you can do with your internal team is setting up a customer-centric culture. A business with a customer-centric culture means putting your customers first and using customer feedback to drive your business decisions. With a customer-centric culture, this means everything you do is focused on your customers.
- Utilize Customer Service Technology
Utilizing customer service technology is one way to make it easier for you to improve your customer service. Using chatbots , self-service portals, or customer relationship management (CRM) software can make customer interactions more streamlined, convenient, and more connected. Customer service technology can improve and strengthen customer relationships which makes it easier for you to update customers on your newest line of products, provide discounts through email and social platforms. This can help you provide faster and efficient customer service making sure no customer is left behind.
- Treat every customer with importance
Giving customers high priority service is important. No matter how big or how small their complaints or concerns are, treating them equally is a great way to show that your business cares about your customers. As we’ve mentioned, making customers feel important can provide a positive customer-business transaction experience and we won’t want any of your customers to feel left out. Treating your customers with great importance can positively impact your business in the short and long run.
- Let your customers complain
Hearing out your customers on what they have to say and complain about the product or service you provided is like an investment in the long run. These customer complaints can be used as leverage to understand and analyze how your business can improve in the future and prevent future customer complaints. As we’ve mentioned earlier, active listening, proactivity, and empathy are great customer service techniques to provide what’s best for your customers.
Shoppable Business can help you achieve superior customer service in both B2B and B2C markets. Shoppable Business is an eCommerce marketplace where you can provide the best customer service for your business through:
- Integrated customer service platform
Communicate with your customers through our built-in customer service platform to provide fast, reliable, and efficient customer service.
- Same day delivery for select products & 1-2 days delivery
Instantly get your products delivered around Metro Manila to cut the long wait for your customers to receive their purchased goods or products
- 100% Authentic Branded products only
Save your customers from disappointment from fake products and provide brand new products.
- Sellers must be legally registered business in the Philippines
Keep your customers away from scams and fraudulent purchases.
- Issue 2307 forms and invoice for businesses that require it
Save the hassle from businesses to acquire 2307 forms and invoice for their tax compliance.
- Buy in bulk with quantity discounts
Shoppable Business is an eCommerce platform made for B2B transactions. Purchase products, goods, and services with quantity discounts, getting more products at lower prices.
- Buy now, Pay later (BNPL)
Get financing loans up to ₱150,000 to kickstart your business growth through Shoppable Business’ BNPL program!
Through Shoppable Business, you can ensure that your business can provide superior and improved customer service, enabling you to provide what’s best for your customers and grow your business at a healthy pace. Become a buyer or a seller at Shoppable Business today!
