10 April 2017

How to Improve Customer Service With a Conversational Approach

Customer Service Conversational ApproachWhen it comes to customer service, there’s no such thing as ‰Û÷too much availability.’ Your customers want to communicate with you, and they expect you to keep the lines of communication open when they need you. Here’s how you can improve your customer service with a conversational approach to your customers.

Go where they are

Customers today are online more than ever before. Social media has become the go-to place for news, entertainment, and even customer service, so if you don’t have a customer service presence on sites like Facebook and Twitter, you could be alienating your customers.

Go where your customers spend the most time and make your customer service team available when your customers need them. Answer customer service queries on social media, even if it’s through a private message. This will show your customers that you really do care about meeting their needs in their space and time.

As an added bonus, being available in this way helps to grow your company’s brand community. Brands with a strong brand community tend to have customers that are more loyal and more involved than those brands who take a more hands-off approach to customer service. Don’t be afraid to have fun with your brand community–it will also help foster a great relationship between you and your customers.

Use technology to boost customer service

Social media isn’t the only technology that can help you with your customer conversations. Online chat boxes that connect customer service team members with curious customers are a great way to keep the conversation going. These sometimes utilize ‰Û÷bots’ to gather the customer’s basic details so your customer service team members can focus on really solving the problem. It’s another way to ‰Û÷go where your customers are,’ and it shows you really are serious about providing great customer service.

Be available all the time

You don’t have to limit your customer service availability to your customers, not even when your physical business is closed. Online chat boxes are two newer ways to keep the customer conversation going, but don’t overlook the power of the call centre. Nothing beats being able to pick up a phone and hear a reassuring voice at any time, day or night.

For more great customer service tips and tricks, visit Answer 365 today.