By Hadas Midbari, Growth & Marketing Manager @ CommBox
Digital customer service is a must for each and every business in 2021. It’s your Queen, King, and Ace, all in one place. Providing amazing customer service is one of the best tactics to always stay ahead of your competition.
This past year, the world has gone all-in on the digital sphere, leaving companies no choice but to be creative in the way they engage with their customers. Businesses that were capable and smart enough to quickly utilize their digital customer service in favor of their customers’ needs have gained immense growth in the past year, despite the countless challenges Covid-19 has brought upon the global economy and the local markets.
It’s a well known fact that maintaining a high quality of customer service is incredibly important for businesses of all sizes. Good, or better yet, great customer service can drastically help improve customer loyalty, attract new customers through social proof, and increase the amount of money a customer is willing to pay for your products or services.
Digital customer service and communication have become the X-factor, giving businesses across the board a massive competitive edge.
Here are 5 steps you can take to help you skyrocket your digital customer service to the next level:
Gone are the days when customer service was all about customer complaints and nothing more. Quality and efficient customer service should be part of your organization’s culture, as it relates to countless moving parts within the business. From marketing to product, from upsells to client retention, customer service is now an integral part of the entire customer journey and should be treated as such. That goes to an even greater length when it comes to digital communication with your customers. Check out this great article on how to sustain an effective remote customer service culture.
Having data streaming at all times is one of the great advantages of digital customer communication. Collecting as much data as you possibly can is great. Having clear, structured, preferably color-coded, and readily usable data is even better. Start by labeling every customer interaction, tagging recurring issues, identifying customers’ unique needs, and indexing all customer communication in a way that works best for your business. From there the sky’s the limit. Learn more about how to utilize data and numbers into a ‘wow’ worthy customer experience in this informative yet fun article. And if you wish to dive deeper into how to make your data work for you nonstop, check out this piece about turning customer service data into ROI-oriented marketing insights.
Whichever industry you’re in, your customers nowadays have higher than ever expectations when it comes to communicating with your brand. In order to live up to their expectations and maintain their loyalty, in the long run, you need to provide them with unified customer communication across all channels. Let’s say a customer connected with you initially through social media, then followed up with an email asking for more information after you got them intrigued, and eventually contacted you through a messaging app when they’re ready to purchase: Your customer’s engagement all along the way should feel like a whole, well-rounded journey, rather than detached moving parts.
With technology taking over every aspect of our lives, and even moreover with transforming the majority of our interactions into the digital sphere due to Covid-19, having a personal touch in your customer service is more important and valuable than ever. Make your customers feel heard and appreciated. figure out how to automate your customer communication so that you know exactly when your customer needs to be transferred to a live agent. Understand your customers’ intentions and predict their needs, to create hyper-personalized offerings. Train your customer service team to provide an added value in customer interactions. And remember that behind every chat line and every email stands (or sits) a person just like you.
Creating a positive and valuable customer experience through multiple channels, with customers expecting an immidiate reply and efficient troubleshooting at all times, is quite a handful for businesses of all sizes. That’s why it is so important that you find the right technological solutions that streamline your customer journey and allow you to focus on quality customer care. In order to understand which tools and platforms are most suitable for your customer service success, you need to first and foremost understand your customers, their needs, intents, expectations and pains. Then, you can provide them with a solution that is most suitable for them, in a way that aligns with their expectations of your brand. Sounds like a lot? We know! Don’t worry though, because we’ve got you covered with a stress-free omnichannel customer communication solution powered by our brilliant AI bots.
Our awesome platform lets you communicate with your customers wherever they are, provide a unified customer journey, and easily manage all customer interactions in one smart inbox. We’d love to show you how to boost up your customer service and communication to the next level, and beyond.
We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.Read full story