The most common aspect of your business that can make or break a relationship with a customer is the quality of your customer service and the customer experience they provide. Very few companies provide a unique good or service, and as such, customers can easily switch between the companies if they are not satisfied with a particular one.
Some customers who deal mostly with social CRM and receive poor creative customer support will not hesitate to go somewhere else to do business. Luckily, there are two easy ways to keep these customers and to the overall feel of your customer service.
One crucial aspect that is needed to keep customers happy is listening. Yes, something so simple as listening is easily tossed to the wayside by many employees that feel they have better things to do. This leaves the customer feeling less than satisfied, and will leave the currently bad customer experience. The other thing to remember is to always answer the phone.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
Social CRM does not always allow you to talk with the customer, so take this opportunity to show off the company’s friendly side and win over the customer. This method has been known to work from customer support analyst as well when using the phone to interact with customers.
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