Providing amazing customer service is more than lending an ear and a smile; it’s about having an ongoing communication that is fruitful for both the customer and the company!
According to some recent customer service statistics, 55% of consumers have intended to make a purchase, but backed out because of frustration or poor customer service – that means that over half of these opportunities to gain a new customer are held back by bad communication. On the other hand, 52% of consumers have made more purchases from a company after having a good customer service experience.
These days, adopting a system of unbeatable customer communication is critical to company success. The real cost of bad customer service and poor interactions often aren’t noticed until it’s difficult to turn things around.
Here are our best tips for how to develop great communication habits.
1. Always be straight-forward and concise.
At first glance, it may seem simple to keep this short and sweet; in reality, it’s a process that takes some practice to make perfect.
Start out with your first draft response, then go through it again and eliminate any unnecessary words. Then, go through again with an even finer-toothed comb to get rid of anything repetitive or extra that does not support your main concept. Providing emphasis when needed (for instance, bolding important information) can also go a long way when attempting to give succinct, clear instructions.
2. Provide helpful visuals when you can.
Words can often convolute more complicated processes and explanations. Not only are visuals nice to look at, they can convey information to a customer better than text in many cases.
Try using screenshots marked up with arrows, descriptive tutorial videos, or simple GIFs to help get the message across. Using visual aids to break up often text-heavy customer communications is not only pleasing to the eye, but also helps the customer to understand more easily and absorb the process they are looking at.
3. Reduce the effort of communication for everyone.
Providing multiple channels of contact is crucial to having truly well-developed communication with customers. No matter their demographics, psychographics or geographic location, your customers have to be able to reach you in the medium that is most convenient for them. For instance, having easy access to online chat, phone, and email support is incredibly important to cater to everyone’s needs.
Additionally, it’s important that your customers have access to ways of self-help. With a robust knowledge base of information, along with customized troubleshooter decision trees, customers will find it easy to find the answers they are looking for and walk away with a smile on their face!