It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. Over a third (34.5 %) said they preferred social media to traditional channels like phone and email.
No doubt that listening to customers on social media has become the main priority for any business today. And the main challenge is how you respond to your audience. Obviously that building better relationships with your customers through social media can add up to huge wins when it comes to customer loyalty and your brand reputation. Before we start exploring the main secrets of social media customer support, here are statistics you cannot ignore: >>>
In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.
The infographic below provides some impressive stats drawn from various researches proving that self-service, online chat and social media are becoming the preferred customer support channels for a growing number of consumers. It’s no wonder that customers all over the world increasingly leverage these channels for customer service, as they allow them to get quick, accurate and relevant answers with no need to being put on hold or having to deal with unfriendly agents. >>>
In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. Their lifestyles demand fast and convenient access to information anytime, anywhere. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience. >>>
All businesses, even the most successful ones, will have unsatisfied customers every once in a while. But most of unhappy customers actually never bother to complain. They simply leave and switch to competitors without even letting you know when and how your company failed to meet their expectations. On the bright side, statistics says that 95% of those who complain, are ready to give you a second chance, if you manage to handle their initial complaint successfully and in a timely manner. So how to do it effectively and turn every complaint into a positive customer experience to win those customers over for life?
It’s all about the attitude
The key to successfully dealing with complaints is in the right attitude towards them. As simple as that. In fact, customer complaints should be embraced and seen as unsolicited feedback which is always a valuable source of information about your business. >>>
The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace?
As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your customers, their preferences and service expectations. In fact 75% of companies already recognize service as a competitive differentiator. >>>
No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.
Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. >>>
Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction.
In fact, soft skills are even more significant than technical skills as at the end of the day what your customers will remember is how they felt about your service. It’s the soft skills that make the difference between an average customer service professional and the one who can make customers feel fantastic about the help they got from your company. >>>
We’ve all been victims of poor customer service in the past and we perfectly know what disappointed, dissatisfied and angry customers mean for a business. On the other side, great customer service can do wonders by creating happy, loyal customers or even brand advocates.
While there can be numerous and various reasons why so many businesses fail at providing great customer service, let’s focus on how exactly you can make it better. In fact, even small changes in your customer service strategy and daily customer service operations can actually have a huge impact.
This Infographic shows you 15 simple yet powerful ways to dramatically improve customer service at your business, no matter how big or small it is, and no matter what industry you are in. Have something valuable to add to this list? Feel free to share your thoughts, ideas and experiences in the comments. >>>
As most business owners already know, it’s all too easy to lose valuable customers in today’s competitive, accelerated, consumer-powered marketplace. And providing terrible customer service is one of the fastest ways to make it happen. So why do we still see so many examples of companies offering awful customer service? There might be 6 major reasons for that:
Failing to realize the cost of bad customer service
Some businesses simply fail to realize and acknowledge the importance of customer service and, particularly, the financial impact of poor customer service on their organizations. Here’s some curious statistics to get you rethinking your customer service strategy: >>>
Whether you talk to your customers face-to-face, over the phone or in live support chat online, what you say and how you say it matters a lot to your business. Believe it or not, the right language is truly important in Customer Service. Certain words and phrases can either make or break the whole impression and the way a customer is left to feel after the conversation.
Here’s my personal list of the most powerful phrases in Customer Service that I believe can make a difference to a company’s relationships with its customers: >>>