4 ways to be more creative with your customer service
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an impressive 95 percent of consumers say that customer service influences the brands they choose and those they stick with.
Positive and creative interactions can help your brand gain loyal customers who convert into repeat buyers and spread positive word of mouth. Out-of-the-box thinking can help you deliver better service in a way customers will truly appreciate.
Make personalization the norm
Personalizing customer service should go beyond simply inserting their name into an email or phone conversation. To get started, your service team should take note of (and use) contributors’ preferred contact channels.
Listening is key: service professionals shouldn’t ask intrusive questions, but very often customers will gladly share these details in their conversation. When your business references the information a customer has shared (whether it’s family, work, or other life details), they’ll feel valued.
Even paying attention to how your customers communicate can help you deliver a more personalized experience.
“We communicate with our customers in a way that reflects our brand and tries to establish a human connection. If a customer shows humor, we match it!” said Marvin Amberg of Caseable Explain in an interview with BPlans. “One customer said her “naked Kobo [tablet] is so cold” without his personalized case and inquired about delivery — after tracking his case, we commented that his Kobo wouldn’t be cold anymore!”
Related: It’s all about customer service
Help them help themselves
Few things are more empowering than finding a solution to a problem on your own. When done right, service solutions reduce customer dependency on your staff while delivering a positive brand experience.
Consider this exampleas reported by TechBullion: “GC Plus is one of the companies leading the on-demand revolution in the home improvement industry. The company offers an innovative platform where customers can instantly connect with plumbers and other repair specialists.There is even a video call feature for areas where there are no handymen available, which allows customers and repairmen to connect remotely, which can help customers solve small problems themselves and save money in the process.”
In this case, the company turns what could be a negative point (a lack of available repairers) into a positive point – a chance to empower the customer by allowing them to solve the problem with expert advice. Similarly, a robust FAQ forum could make it easier for customers to find solutions on their own before having to contact your service team.
Use event-triggered awareness
Businesses often use automated emails for marketing purposes, such as encouraging customers to return to an abandoned cart. But in a proactive environment, you also need to kick off awareness when customers engage in key service-related actions.
If your product or service is somewhat complex, you can send follow-up emails after a patron completes an order with usage tips. If your follow-up shows that one of your customers spent a lot of time looking at your FAQ page, you can send a follow-up email asking them if they need further assistance.
When you encounter internal issues that may affect your customer experience, you should always be proactive. For example, Slack System status gives customers a real-time overview of any known issues that may be present. The company also has a habit of posting on social media to alert customers when service issues arise.
Proactive outreach when certain events are taking place (whether via email, social or another method) will reduce complaints and confusion.
Related: 7 Essentials of Great Customer Service
Ditch the fine print
Fine print is unavoidable for most businesses, but too often it’s presented in a huge wall of text that instantly makes your customers’ eyes shine. Case studies have shown that as little as one percent of consumers actually read the meticulousness.
While this is often not a big deal, it can lead to conflicts when important information regarding warranties, breach of contract, or privacy is hidden away in a wall of hard-to-read text. Customers quickly terminate contracts when they feel they have been cheated.
Making policy pages more easily navigable and highlighting the most relevant information for your customers will eliminate misunderstandings. Remove jargon as much as possible. If your online store’s return policy is listed in a few concise, easy-to-understand bullet points, you’ll have far fewer complaints and far more happy customers.
Delivering better services to deliver better experiences
By using these and other methods to make your customer service more efficient, the more your business will benefit. In reality, 81 percent of consumers say positive experiences make them more likely to buy from a company again in the future.
By constantly looking for ways to turn every experience into a positive, you will gain lasting trust and loyalty that will lead to long-term growth.
Related: Create a moment of wonder for the customer