One great way to keep customers coming back is by ensuring excellent customer service. There are many ways to do this. Customers loved to feel valued by the company they’re shopping from. They love to be appreciated, and they love to have their questions answered. That’s why it’s crucial for a customer to always have a way to contact a business. If they don’t, and their issues go unanswered, it will cause them to feel unappreciated, and they may take their business elsewhere. There are typically 5 common mistakes businesses make when communicating with customers.
Not Having Enough Support Staff
There’s nothing people hate more than being on hold for extended periods of time. This typically happens when there are a high call volume and a low number of staff members on duty. In order to avoid these problems, businesses should make sure they’re always fully staffed. According to Time Communications, “Review call information to determine if there is a particular time of day or night that you receive an influx of calls. Increase the number of available call representatives during these times to improve call efficiency and first call resolution.” If a customer has to wait too long, chances are that they’ll hang up and go elsewhere. This also might lead them to leave a negative review.
Not Having Help Available 24/7
People across the country and the globe are in different time zones. Therefore if you have a business, especially one that is worldwide, you’ll need to have support available at all hours of the night. There’s nothing worse than a customer needing someone to communicate with and not finding that help readily available. Live Admins asserts “Nowadays, what truly matters is your ability to offer uninterrupted 24/7 service and support to your customers. This is a key differentiator as it not only enhances the overall customer experience, but also allows you to capitalize on important opportunities for proactive customer engagement.” It’s also important to keep in mind that people work different shifts and therefore are awake to varying hours of the night. Sometimes, emergencies arise as well, and therefore someone needs to be on hand to answer questions.
Lack of Options When it Comes to Communication Channels
Not everyone wants to or has the ability to talk to someone on the phone. That’s why it’s essential to have multiple channels of communication for customers. Phone, email, chat system, and in-person hours are all great ways to show that your business takes your customers needs seriously. Live Chat Inc emphasizes that it doesn’t matter if a business offers 24 hour online chat if a customer in the middle of the night doesn’t want to communicate via online chat and prefers social media. A business needs to reorganize its support to be more like what the customer expects it to be.
Unreliable Customer Service Channels
There’s nothing worse than dropped calls and a dodgy chat service when trying to get some answers. If you’re going to run a business, you better make sure that your lines of communication are reliable in rain or shine, and not matter what time of day. Veracity reminds us that cloud-based systems are more resilient than landlines, which can be easily impacted by local outages and disasters. If a customer is already upset with a product, they’ll become even more angry at not being able to communicate their needs and problems. If they get upset enough, the chances of them switching to another service are highly likely.
Not Hiring Knowledgeable Support Staff
Staff needs to be knowledgeable when it comes to their goods and services. As a business, you’ll want to make sure that every last customer service representative is well trained in all aspects. Infinit Contact explains that the first step to training the best employees is hiring the best employees. The best traits of an all star team player are: loyal, problem solving, ambition, conscientious, empathy, adaptability, and self-control. Support staff with these traits will be able to be trained correctly. Because there’s nothing worse than a customer calling with a question only to get misinformation or no information from a business and a person that’s supposed to have the answers.
If you’re wanting more information about the customer service and support industry, then you’re going to want to read some more of our articles! Here are a couple we recommend you check out first: