Social media interactions can make or break a business. Good customer service means helping customers efficiently, in a friendly manner. It’s essential to be able to handle issues for customers and do your best to ensure they are satisfied. Providing good service is one of the most important things that can set your business apart from the others of its kind. Learn how to improve customer service to increase sales.
A recent study showed that 50% of consumers expect a response from a brand or business on Twitter within an hour. On Facebook, the expectation is similar, with 42% of customers also expecting a response within one hour.
If you don’t respond to messages within an hour let alone the same day chances are customers will see your business as a real donkey. Here, discover actionable ways to ensure your customer service lives up to expectations and is boosting your bottom line.
Tips to Improve Customer Service to Increase Sales
1. Quickly Respond to Messages
When you receive a message from a customer, it’s important to quickly address their concerns and answer their questions. Increasingly, people are using Facebook Messenger to reach out to businesses. Every second delaying is losing the business.
In order to respond to them quickly at scale, Facebook Messenger chatbots are a must. You can set up Q&A triggers so that the bot answers frequently asked questions immediately.
For example, if your business often gets questions about location, you can set up the chatbot to provide your address and offer directions whenever the work “location,” “address” or “directions” are mentioned over chat.
You can do this for a variety of queries, and a live operator can take over at any time if the queries are more complex.
2. Respond to Every Review Respectfully and Never Argue
As a business owner, you must maintain your cool. No matter how rude or untrue a review is, you have to remain calm in your responses.
Fighting back against a negative review will only make you look bad, and potentially result in more negative comments and responses from the reviewer. Instead, try to approach every review as an opportunity.
This is critical, as reviews impact not only your online reputation but your Google Local listing ranking.
3. Create a Facebook Group
Building an online community centered around your business is always a good idea.
You can create a Facebook group for your customers to join.
Members of your group can now start discussions, share opinions, ask questions and communicate about your products or services.
Establish community rules and have moderators to make sure the group is running smoothly.
If you make the group public instead of close, put up questions that new participants must answer to join to prevent bots from swarming in.
4. Be Friendly, Respectful and Helpful
Whenever you interact with a customer online, be warm and welcoming. It’s key to be friendly and helpful, rather than stuffy and, well, business-like.
The same applies to your Facebook Messenger chatbots. When you create scripts for your chatbots, make them as human-like as possible. Even though a chatbot is talking, it shouldn’t sound robotic.
- ISO 9004:2000, on performance improvement
- ISO 10001:2007, on customer service conduct
- ISO 10002:2004, on quality management in handling customer complaints
- ISO 10003:2007, on dispute resolution
- ISO 10004:2012, on monitoring and measuring
- The International Customer Service Standard (TICSS)
- CCQA Customer Care Standard (Care Quality Alliance) www.CCQA.org.uk
The top 2 reasons why businesses fail at Customer Support
1) Bad training
Companies are failing to empower their representatives. Instead of giving them the autonomy to do what’s right for the customer, reps find themselves roadblocked by rules and corporate scripts. The best customer service examples show that employees with autonomy and access to resources serve customers better.
2) Bad hiring
Many people look at customer service jobs as a “way in” to the professional world, but they are not passionate about customer service. Often, people go into customer service just because they “need a job.” It’s vital to hire people who can truly talk to other people and are willing to learn as they work.
These individuals are ambassadors to your brand, and how they react to a problem is a direct reflection on your company’s values. It’s okay to check references and conduct several interviews until you’ve managed to find the perfect person to fill this role.
9 Tips for Excellent Customer Service
- Know Your Product or Service. In order to provide good customer service, you need to know what you’re selling, inside and out.
- Be Friendly. As they say, customer service starts with a smile.
- Say Thank You.
- Train Your Staff.
- Show Respect.
- Be Responsive.
- Ask for Feedback.
The 4 Rule to remember in Customer Support.
- LISTEN. Let the customer voice their complaint without interruption. …
- ACKNOWLEDGE. Say you understand and are sorry for the situation! …
- SOLVE. Offer the customer real solutions, telling them what you CAN do for them. …
- THANK. And as always, thank them for shopping with you
The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with the great impression. A happy customer will return often and is likely to spend more. Hope you enjoyed with learning how to improve customer service to increase sales.