Customer service enables companies to understand their target audience, build and foster relationships with them in order to retain them as users and customers. It is commonly observed that while many companies have a customer service strategy in place, few actually know how to effectively utilize customer data and provide service that is of value to customers.
This makes a proactive approach more effective than a purely reactive one to the issue of customer retention – process enhancements, and impactful, quality initiatives to foster customer loyalty.
Here are the ways in which your company can implement a proactive customer strategy:
1. Keep customers updated on any product issues:
It’s better for your customers to hear about a possible malfunction, bug, or defect from your company directly than for them to find out and contact your customer service. Issues happen, and by keeping customers in the loop about downtimes or any other problems, you ensure goodwill, build trust and avoid negative PR. Ensure that you follow up with customers once the issue is rectified and offer an apology while letting them know of a source where they can provide feedback.
2. Let customers chat live with customer specialists:
A chat window on your website lets your customers get quick answers to minor issues, or queries about your product or about deciding on a particular payment plan. It assures your website visitors that there is a team available to help them in case they need anything, and also saves them the trouble of having to search through a lot of content for a solution to a simple query. It also encourages first-time visitors to consider a purchase.
3. Reward loyal customers:
Customer loyalty is achieved through excellent customer service and consistently positive customer experiences. Rewarding loyal customers will make them appreciate your brand even more, and make it a sought-after choice. Provide periodic discounts, referral offers or a trial of a premium feature to keep them engaged.
4. Request customer feedback:
Customer feedback is very important because then you can directly understand how your product is received by your target audience. Create a simple but meaningful and actionable survey to ensure valuable feedback from customers, and follow up or offer an incentive for customers who complete the survey – the results will help you fill the gaps in your existing customer service strategy.
5. Keep track of customer conversations online:
In today’s highly connected world, customers talk, and often post online about their experiences with products and brands. Analysis shows that millions of conversations happen across the web, and it is good for brands to invest in tools that can track this. Knowing what your audience is talking about will give you much more clarity on the services that they will respond to.
6. Create user-friendly content:
Your website and blog can act as valuable resources for your audience. The growing importance of inbound marketing makes it imperative for your blog to stand out. Create useful articles, with content that provides value and insights to consumers that make them more informed the next time they have to deal with your customer service team.
The above will go a long way in building a strong and proactive customer service strategy that delivers results and establishes your company as a cut above the competition. It will also contribute to building trust with your audience and creating a clear brand image.