Efficiency Tips for Customer Services in Business Management
Ensuring good customer service is essential in a scenario in which companies fiercely challenge customers’ attention. This fact intensifies from the moment they are more demanding and aware of their rights and their importance in the market. Learn how to use new various types of customer service to sell more and better.
Therefore, guaranteeing consumers easy access to the brand, through multi-channel customer service and a team committed to this relationship, is a primary service but not yet given due importance by many companies.
Providing quality care makes a difference. In addition to attracting new customers, it minimizes the dissatisfaction that may have been caused by some service failure. Imagine if a person comes in contact – makes a complaint – and is poorly attended. Certainly, her negative experience with her brand will be magnified. So, to avoid risk, you must train the employees who work in the sector and facilitate access to them.
In this way, offering an efficient SAC service should be seen as an opportunity for the company to strengthen its name. Customers value good service, being easier, therefore, to make them loyal to the brand.
Multi-channel: all types of customer service
One of the great facilitators for the approach with the client is the current communication technologies, which diversify the types of service. That’s because the number of people who use smartphones connected to the Internet has increased considerably, and is expected to reach 9.3 billion mobile connections in the world by 2019, according to the latest Report.
As a result, companies cannot stand up to this reality and must take advantage of the new tools to tighten the relationship with consumers, dealing with their demands in the best possible way. After all, enabling the service in several channels is to be aligned with the transformation of the society and to understand the needs of its target audience, offering fast and personalized solutions. It is in this sense that the idea of multichannel arises, thus increasing the means for contact with the brand.
This includes not only traditional forms such as telephone and email but also online chat, social networks, and even communities and forums. Adhering to these changes means preparing for the future. But remember: it is not enough to offer these options without training your team. Professionals need to be able to meet demand in these different media in order to guarantee the quality of care and customer satisfaction.
Using technologies as allies in this task also makes the whole service process more effective and productive. Multi-channel options expand service options so consumers feel more prestigious and closer to the business. For this, it is important that all platforms are connected, according to the concept of Big Data. But do you know what that means?
The Big Data corresponds to the storage of data produced daily at high speed. In other words, the technology gathers all the information generated by a company so they can be analyzed in real-time and help in making decisions. This helps the industry to better understand people’s history of the brand, streamlining and personalizing the service process. In addition, real-time analysis allows you to identify what is working or not, even before the business is affected.
How to have a quality SAC
On the other hand, just being present in different service channels is not enough if consumers continue to have problems getting in touch with the company. Check out the following some effective tips to ensure a good SAC and have a motivated team:
Investing in employee training: It is important for staff to learn how to deal with consumers in different contexts and platforms;
The team must have a systemic view of the company, knowing all processes and products: this knowledge allows employees to have the power to decide to offer the best solution for consumers;
When selecting professionals, give preference to people who like to interact with the public, as they represent your brand by having direct contact with customers;
Work the creativity and patience of your team: these characteristics are fundamental to dealing with delicate situations, after all, everyone who seeks customer service wants to solve a situation, be it a question or a problem.
On the platforms where the brand is present, it is advisable to make these channels known so that consumers know where they can contact the company when needed. Therefore, it is critical to publicize these services, presenting the benefits of using these channels and how they will make service easier and faster. But remember: it’s important to look at the characteristics of each platform to ensure the correct service in each one.
The service needs to adapt to the environment and take into account certain aspects, such as the time of service. In the telephone, for example, the answer must be immediate, so it is important that when the customer calls, be answered quickly and your problem solved. Email and social networks, on the other hand, have a different dynamic, requiring that the models of service be adapted to these formats.
The second important aspect is the use of tools capable of giving simultaneous support to these multichannel. Thus, employees can improve service and facilitate the construction of a solid relationship with customers. Allying the technology in this endeavor can both optimize the productivity of the team of professionals and improve customer satisfaction in relation to your company. An important tool for this isCustomer Relationship Management, also known as Customer Relationship Management.
It is a software that archives all data related to customers and potential clients from the capture phase, through qualification, negotiation, sales, to post-sale. In this way, the company can track the entire customer history and help you more effectively.
And how is the customer service of your business? Make an analysis of your company and look for the best platforms to serve your audience with the care it deserves. There are a number of customer service training and customer service courses available nowadays.