It’s 5:58 p.m. and you’re online trying to finish booking your reservation for the family beach trip. One minute seems to whiz by while you’re filling in your personal information, and you almost beat the clock at 6 p.m. except that you couldn’t quite figure out how to enter in your credit card information because the dropdown button wasn’t in plain sight. Long story short, you missed the deal and was infuriated with the website’s design.
Does this sound like yourself if not in this same case, then a similar one?
The customer is always right (well, let’s retract that). The customer’s preferences should always be forefront as they are the ones seeking your services or products. That being said, with the numerous and constant changes made in technology, the means to providing customer service is evolving from telephone-only service, to even social media customer care (what?) That’s right folks, and 80% of customer inquiries were reported to have been coming through Twitter. Resolving an issue could be as simple as logging in to your business’ Twitter account and responding via a helpful Tweet. You can check out the Customer Service Playbook put together by Twitter to get some helpful tips on how you can join the revolution. And that brings us to today’s topic:
How can I “drum up” a better customer experience to keep customers happy & returning for my services/products?
We’ve got several solutions.
"De place needs buildin’ up. Janie, Ah’ll git hold uh somebody tuh help out in de store and you kin look after things whilst Ah drum up things otherwise.”
Unlike Joe Starks in Zora Neale Hurston’s novel “Their Eyes”, there’s no real need to leave your building or home to get customer service done effectively, yet we've put together a list of 5 ways to help you create a better experience for your customers or clients:
1. Online Demos/Tours
One way to prevent confusion about the location of buttons or fields that are pertinent to your website or application is to provide a brief tour of the key features or a link to a demo. Customers or clients will be happy that they don’t have to guess what certain buttons means by your tour showing their names or even specifying their purpose by simply hovering over the feature. A demo takes the tour a step further by providing a brief walkthrough that customers can themselves watch or even participate in if the demo is interactive.
2. Scheduling of Online Support Calls
This is one of the clearest ways that your customers can communicate their issues and directly to someone at your business. Customers can schedule a support call via your scheduling website or through your Facebook appointment scheduler, which would be a great way they could reach out through social media. Customers would see the days and times you are available and book a support call with you through which can you walk them through any questions or issues.
3. Weekly/Monthly Surveys to Learn of Any Hiccups
Hiccups happen, and that doesn’t necessarily mean your business is growing. By sending out weekly or monthly surveys regarding certain features or trying to find out where customers are getting confused, you’ll be able to immediately discover what’s working well and what could be inhibiting your growth. Add a link to a Google Form in your weekly/monthly email and allow customer input to help direct your next moves.
4. Weekly Tutorials By Email
In addition to the weekly/monthly surveys, you could also send out tutorial by email (albeit brief unless you’re providing a link to all of the steps elsewhere). A simple video walkthrough of common process or less understood feature would help to make your customers happier as they won’t be as pressured to call or email since guidance is readily given. Additionally, take the results of the surveys and create tutorials based on common hang-ups.
5. Social Media Posts/Tweets/Direct Messages
And last but not least, as we mentioned earlier, you can easily handle customer issues via social media platforms whether through a tweet on Twitter or even a direct message via Facebook. This article from Buffer shows 14 examples of how several companies provide customer care through social media. If a staff member managing your social media accounts is online frequently throughout the day, this is especially helpful and your customers will be thankful that you reached out so quickly. My ears were pricked of this idea through tweets from Social Con, and this sounded like a great way to help keep customers happy since many of us are connected to social media anyway.
And those are some ways that we believe could help you to enhance the quality of customer experience for your business. If you'd like to start accepting appointments for support calls for better customer care, try our online scheduling solution for free and if you're happy, feel free to upgrade to one of our professional plans.
Have some ideas that we didn’t mention? We’d love to hear them! Share them with us via our comments box below or over social media & we’ll chat back!