Serving well can be the biggest competitive advantage of your business, especially in saturated niches or in the digital market, where consumers find it easy to compare prices, conditions and offers between their ecommerce and the competition.
On the other hand, just as good service can boost your results, helping you to convert and retain more customers, failing to provide quality service can be extremely detrimental to your business, undermining your chances of success.
In this content we'll introduce you to the top customer service mistakes you really can't make and explain the importance and benefits of working with a focus on customer retention. Come on?
Sky Marketing strives to be Pakistan's biggest real estate developer ever, guaranteeing the highest international standards, prompt execution, and lifetime customer loyalty. With projects like http://www.skymarketing.com.pk/islamabad/park-view-city/
1. Not knowing how to listen
By far, one of the biggest customer service mistakes is not knowing how to listen. But beware, this term doe’s not just mean listening and answering questions or solving customer problems.
Knowing how to listen during service means being able to identify the challenges, interests, preferences, needs and individualities of each consumer during a phone call, chat conversation or through any other available channel.
A good service is capable of solving problems, but in order to provide excellent service , your team needs to be able to work in a personalized way, considering the profile of each visitor and being concerned with the client's success.
2. Fail to collect data
To optimize your sales processes and drive the results of digital marketing strategies, it is first necessary to truly understand the profile of your consumer, especially so that you can develop your persona.
Good Inbound and Outbound marketing campaigns – such as email marketing, content marketing and other actions – depend on concrete information and data that can be collected from the contact with the customer.
In addition, it is important to consider integrating your customer service channels into a CRM (Customer Relationship Management) system. These platforms are designed to help you organize and segment your lead base, qualifying them according to service and placement in your sales funnel.
3. Failing to value the customer's time
Time is the most valuable thing anyone can offer you. Therefore, not optimizing response time or causing consumers to contact multiple times to get their questions answered is one of the biggest mistakes in customer service.
Regardless of the service channel, you need to be prepared to meet the demand within an acceptable time so that you don't miss out on business opportunities and leave customers extremely frustrated and dissatisfied with your services.
In addition, it is important to mention that consumers consider the quality and accuracy of service a more critical factor than speed, therefore, in addition to serving quickly, it is necessary to be ready to solve problems efficiently.
4. Failing to train your team
Your sales representatives and support agents act as the spearhead for your company when it comes to communication. By failing to provide training and qualification according to your internal processes and the specifics of the business, you are undermining your chances of success and negatively impacting your customer satisfaction rate.
A skilled and trained employee can be the difference between a sale and a wasted opportunity during a customer service session. So, don't overlook these factors and create a sales team that is really capable of converting through the available channels.
5. Not reinforcing the presence in the channels used by customers
Especially in the digital environment, it is important to consider the profile of your target audience and identify which platforms they use the most. Identify if your customers consume videos on YouTube, watch live streams or even if they are more present on Facebook, Integra, Twitter, LinkedIn or other social networks.
One of the biggest mistakes in customer service is not being available and aligned with customer preferences. Especially on social networks, which also offer communication channels, such as Facebook Messenger or Integra Direct, you must be ready to serve or even integrate them into your online service solution.
6. Failure to implement Upsell and Cross sell
Again, your service channels are not just about providing support. They are an extension of sales channels and open opportunities for you to work on strategies and techniques to increase your chances of conversion, such as upsell and cross sell. Failing to leverage communication to generate more sales leads is one of the biggest customer service mistakes.
In upsell, the objective is to present products or services that are better than those already chosen by the customer. But you shouldn't just try to sell, it's important to take into account the needs and make sure that the new proposal presents benefits and adds value to the purchase, making the customer feel even more satisfied.
In cross sell, also known as cross selling, the idea is to pair other items that can complement the initial product choice made by the customer. For example, consider accessories such as headphones, protective cover or screen protector for a customer who has already chosen to buy your smartphone.
These strategies have a great impact on the consumer's decision-making process and can be the biggest difference when choosing to buy from your business or the competition.
7. Thinking that the service ends with the sale
This is one of the customer service mistakes that many companies still make. To work with a focus on customer success, you cannot abandon your customers as soon as they click the buy button.
At the end of any service session, it is important to solicit feedback from your customers and ask them to rate the services provided. Only through service reports can you quickly identify issues and resolve them before they can negatively impact the experience of multiple customers.
Once you close a sale, it's time to put your after-sales into action, working with a focus on loyalty. After all, according to a famous survey carried out by Bain Company , acquiring new customers costs 5 to 7 times more than keeping those who have already bought from your business and, in addition, loyal customers consume, on average, 67% more than new buyers.
8. Not offering an online chat
Finally, we couldn't stop talking about online chat. Today, this service channel is considered the best way to serve online, in addition to having the highest customer satisfaction rate when compared to telephone, email, and social networks, among others.
Among the main reasons that make the chat stand out, we can identify:
- Possibility to monitor and approach visitors in real time;
- Instant communication between the customer and his team;
- Convenient for the mobile user;
- They feature multiple integrations with other services;
- Excellent ROI (return on investment).
These factors make professional online chat solutions, such as Jivochat, capable of revolutionizing your customer service and turning it into a competitive advantage.
It's time to win customers through online service
Now that you know the biggest customer service errors, be sure to evaluate your own services and, if you identify with any of the points mentioned in this content, do your best to get them fixed as quickly as possible.
As we mentioned at the beginning, customer service can leverage your business and boost your brand awareness, as well as destroy your customer relationships and tarnish your name to a disgruntled consumer's circle of contacts. Therefore, to improve your results, it is important to invest in customer service.
Source: https://propertynews.pk/
