Great customer service is the best kind of revolving door. Instead of cycling endlessly through unsatisfying customer interactions in your business, your customer service can be the thing that sets you apart.
Even if your product or service is similar to your competitors, you can stand out with stellar and efficient attention to questions and concerns.
How can you tackle giving great service to please your customers and at the same time, improve efficiency within your business? With a little automation and a streamlined Customer Service Help Desk!
What You Have To Offer
I don’t know you personally, but I bet I know a few things about you. You’re passionate about your business. That’s why you started it in the first place.
You want to be the go-to spot for customers to have all of their problems solved in a timely manner. Those questions and customer service interactions can turn into sales.
This is especially true in today’s digital age. It may feel like the traditional word of mouth marketing has been relegated to small towns from 1950’s TV shows, but actually, it’s gone viral.
Make one quick stop on Twitter to a large company like Verizon, Comcast, or Hertz and you’ll see some unhappy tweets from unsatisfied customers.
This is precisely what you don’t want. Every unhappy visitor to your website who shares their experience on social media alerts their entire network to your brand- in a negative light. That’s the power of inbound marketing turned against you. There is a better way.
What Your Customers Need
I bet I know a thing or two about your customers as well. They want a product or service to help them. The key is to make their lives easier.
They’ve probably been frustrated by online shopping in the past, and their guard is up. This is even more true when you are marketing something more important than a new pair of sunglasses.
I’m talking about custom orders, worldwide shipping, business services, and tech products. Will your product fit them? What are the obligations involved in contracting your services? How does that vintage styled pair of pants fit?
Customers have questions. Their questions are valuable to you because they expose pain points that you can address effectively to convert into sales. This is the part of the story where a little automation in your customer service approach comes in.
5 Common Problems With Customer Service From A Business Standpoint (And How To Solve Them Easily)
So, back to those pain points. It isn’t just your customers who have them. You’re running a business and it isn’t easy. Here are some of the issues you may experience in your customer service plan and how to blast them into obscurity.
1. The Problem: A Non-Unified Strategy
Let me know if this sounds familiar.
You value customer service, but you don’t have a team dedicated to it. All of your office employees field queries from customers because you’re a small business and just don’t have the manpower or resources to obtain it.
This means there are several emails to track down. Someone has to check the Outlook, Gmail, or other email client that serves as a depository for questions and complaints.
The result can be miscommunication, lengthy delays in responding to customers, and stress and frustration for your staff.
There are chains of emails to read and keep track of, especially when one staff member has to communicate with another about a question from a potential buyer.
The Solution: Collaborative Service
The truth is, regular email systems aren’t optimised for efficient inter-office communication. With a real help desk system in place, you can see other employees who might already be responding to a customer’s question without sending a group email to everyone to say you’re on it.
The right help desk will do that, and more. It will interface and collaborate with email, Facebook, Twitter, SMS and include a FAQ/Knowledge base and live chat options.
You’ll be able to tag incoming questions and sort them. This eliminates time spent recreating the wheel on your end and result in faster answers for customers.
You suddenly have a true customer service network versus the cobbled together system you’ve tossed together yourself.
2. The Problem: Your Message Isn’t Unified, Either
Do you realise that every communication with a potential or current customer is an opportunity to communicate your brand’s ideals and message?
Branding isn’t relegated to just your marketing materials. It is the unified tone and value system that lives a life of it’s own alongside each communication with the outside world.
With this in mind, how is your customer service strategy doing? Many small or medium sized businesses struggle to unify their responses because there are too many cooks in the kitchen.
Even if the same employee runs lead on customer service replies, they have to have a mind like a steel trap or their own organisation system to deliver the same responses to everyone.
They’re either rewriting answers to common questions over and over, or they’re spending time searching their database for the stock response.
The Solution: Quick Reply Features
You want a help desk system that has an on-board quick reply feature. This way, all of the answers to common questions will be at your fingertips.
Everyone will receive the same great level of service and you are able to repeat what works, yet again. This obviously saves time, but it’s good for branding, too.
The real pros understand the valuable opportunity that direct customer communication grants them. You’ll drive home your ideals and you’ll learn a little more about your customers at the same time. Break out those buyer personas and add some data!
3. The Problem: You Don’t Know How You’re Doing
If you’re using a regular email client or web form to monitor your customer service interactions, it’s hard to see how things are going overall. Businesses are made and lost in the ‘big picture’ view.
You have to have the ability to analyse current systems, strategies, and roles so you can see room for improvement. This will also help you replicate what’s working.
On a related but separate note, wouldn’t it be great to give a few statistics on your website about your incredible customer service? Thousands of satisfied customers! We answer 80% of our emails within 6 hours. Over 70% of our customer interactions are resolved positively.
Imagine the time it would take you to do that with your current, conventional system.
The Solution: A Help Desk That Reports
The right helpdesk setup has all the features to sort and report. You’ll know how you are doing overall. You can reward employees who are going above and beyond which will motivate others to do the same. You’ll have valuable data to share on your website or with investors.
Most importantly, you’ll have the power to walk away from tactics that are no longer serving you- because you’ll finally be able to see them.
4. The Problem: You Have To Sleep, But The Internet Doesn’t
Some large businesses have the capital and employee strength to run 24/7 customer service lines. Most small and medium sized businesses simply can’t sustain that. This creates a gap between where your customers are and where you are.
Of course, it’s reasonable to expect your customers to wait for a response from you. Reasonable…but risky. This type of situation could result in their shopping elsewhere.
The Solution: A 24/7 Knowledge Base
What if you had access to a system that creates a 24/7 Knowledge Base that empowers customers to help themselves? Picture a FAQ system that is dynamic, robust, and reactive.
It holds many of the answers that new customers have and is always there to offer reassurance to them. It shows that you care about the people who visit your site which is great customer relations!
Not only does a great FAQ section help your customers, it can increase your resources. Research shows that a good knowledge base or FAQ section can reduce customer emails by 40%. I don’t have to tell you that’s a significant number.
5. The Problem: You Don’t Know Where To Start Looking For The Right Help Desk System And Worry About The Cost
Don’t worry, you don’t have to be a software or business automation expert to run a successful business. You’ve taken the first step by realising there is something better and starting your research on the topic.
The great thing is, there are help desk experts out there. You can collaborate with them in the same way you hire a team to handle your finances or contract with a company to deliver your products.
Just by reading this article, you’ve learned some search terms like Customer Service SaaS App and Help Desk System. You’re more familiar with the options out there for you.
These options don’t have to break the bank, either. They’re likely to pay for themselves as you gain staff efficiency and your sales increase from the new service focus in your marketing plan.
Is Abhisi Right For You?
If you relate to any of the problems I’m talking about in this article or are excited by the potential solutions I’ve covered, Abhisi could definitely help. Let’s review the benefits one more time.
There may be other help desk apps out there, but for must have functionality at the most cost effective pricing, Abhisi is a market leader. Look around on our website to learn more, and reach out to us with any questions you might have.
We’ll show you just how great an impression outstanding customer service can make.
When we join forces with your business, you’ll be empowered to make quantifiable progress in your customer relations.
Comments? Concerns? Reach out to us or let me know in the comments section!