Customer service is probably one of the most important aspects of any business, if you want to keep your business growing, if you want to keep existing customers as well as get more customers. In simple words, it is creating a relationship with your clients and customers that will inspire them to believe you as a trustworthy entity that will help them in their difficulties and needs.
However, if you are a small business or an entrepreneur with not an elaborate team, it can be difficult for you to manage your customer service all by yourself. But, you cannot ignore it as well. So, here are 5 best ways through which you can improve the customer service of your business through your website.
1.Respond through emails:
Your website must have the technology to at least send a system generated email to every query or email from the customers. This will make your customers feel that you are looking after the problem and are attentive to what they are facing. Regardless of how small or big you are, this standard must be set at once, without delay. Always keep in mind that this response will make your business appear larger than it actually is.
2.Attend the calls:
Though emails are a great way to take actual care of the problems and difficulties that your customers are facing, there is no substitute for calls. Try and attend as many phone calls as possible, to let your customers know that you actually care for their problems. For this, you need to train your team of customer service with –
- Technical solutions.
This will have a great impact on your customers and they will have an entirely different opinion of your company or business seeing your promptness and care.
3.Utilize social media:
Now that the online business platform has grown than ever before, you cannot expect to have customer complaints and feedbacks from only one platform such as email or phone call. They will or would want to get in touch with you through all possible means. Also, in a world where 25% of the customer population is tech savvy, ignoring the social media will have a great impact on your business entity.
Facebook, Twitter or WhatsApp are some of the most popular social media platforms through which you will receive customers’ feedback and complaints. Hence, be prepared to attend to those as well. What you should also keep in mind is that when it is Facebook or Twitter, a large section of your potential customers and clients will be keeping an eye on your response to the problems of your existing clients and customers and this will dictate their decision of purchase from you in future. Hence, be active and respond to those as soon as possible.
A great way to improve customer service is by adding a FAQ or Frequently Asked Question page to your website. This will help your clients and customers to know the solution even before they get in touch with you. This is a great feature for any business website as it shows how much you are aware of the difficulties that your customers and clients might face and what measures you have already taken for them.
5.Incorporate CRM Software:
CRM or Customer Relationship Management Software is the best means to improve the customer service of your business website. These software systems are designed to create a detailed and thorough relationship with your clients. It offers –
- Catching up through business cycle
- Monitoring of prospect points as per interests
- Making continuous client engagement through forms.
The options of CRM are many. Depending on your requirements, business expansion and budget, you can choose the CRM software system that suits your business best. You can start with choosing the free trial versions as well and then purchase the packages.
Vipin Nayar is a Digital Marketing head who has expertise in all facets of digital media marketing be it SEO, SEM or Social Media. Also he is much interested in real estate, tours and travel too. He is one of the best member to be consulted while considering a houseboat in alleppey.Thus his vast experience over the years enables his clients enhance their online presence and open up new business avenues. Keeping updated with the latest online trends, together with his keen insight into customer behavior he formulate innovative strategies that succeed.