With customers’ busy lifestyles today, expectations for seamless, convenient support have never been higher. While technology allows around the clock connection, maintaining that human element of care is key.
The article explores various techniques for delivering stellar service to customers, whether interacting in person or via electronic means.
As society has adapted throughout the pandemic with more remote work and shopping online, the necessity of virtual customer service has grown exponentially.
Research shows the average American now spends over 6 hours a day on digital devices. With so much of daily life now occurring electronically, customers rightly expect companies to meet them where they are whether that’s by phone, message, live chat or other digital interface.
It’s all too easy for businesses to become complacent, focusing solely on transactional efficiency of electronic channels rather than forging real human bonds critical to loyal customers.
Studies consistently demonstrate people will pay more and remain customers longer when they feel genuinely understood and cared for by a brand, not just another number.
Superior service demands recognizing the real person on the other end of any conversation, with empathy, care and commitment to resolving their unique situation.
Treat Every Conversation as a Priority:
When interacting through electronics, focusing completely on the current customer elevates their experience. Choose a work environment free from interruptions where undivided attention can be given.
Meetings, multitasking or open office distractions diminish presence and priority makes customers feel rushed.
I once observed a sales representative skillfully resolve a challenging customer issue over chat while coworkers discussed lunch around her.
Distracted chuckles made the customer question if she had their full focus, despite her professional demeanor. She could have moved elsewhere but lacked private space for dedicated customer service areas.
Maintain concentration with body language cues even if video isn’t used. Leaning in closely and nodding shows active listening, putting customers at ease to share concerns fully.
Periodic questions and restatements confirm understanding, signaling their needs matter above all in that moment. Issues may be queued but exceeding 15 minutes maximum response keeps customers, not phones, the number one priority.
Matching the Right Channel to the Matter at Hand:
Determining the most suitable communication method requires discerning each situation. While live chat presents convenience, complex technical problems require expertise better suited to calls. A frustrated customer may feel unsupported without immediate human contact as well.
A web design company found chat led to more sales when customers had design questions but support calls increased renewal rates for existing clients with website issues.
Recognizing these patterns informed customizing assistance methods. Now less urgent design inquiries use chat while renewal customers often receive proactive calls.
Surveying hundreds of past customers identified preferences that informed a new service priority phone support for select clients.
High lifetime spend customers receive direct dial assistance from senior staff during extended hours twice monthly.
Since implementation, net promoter scores from the group increased over 25%. Personalizing experiences based on individual needs builds lifetime relationships.
Add Warmth Through Language and Tone:
Even digitally, friendliness comes through in interactions. Introduce yourself with a greeting personalized by name if possible. Thank customers and say please when requesting information to show respect.
Politely acknowledge difficulties with empathy using caring phrases like “I appreciate your patience as we work through this.”
Emoticons help convey emotion where body language is absent. Multiple studies show customers perceive rapid responses as higher quality service even if resolution remains the same so send 🙂 to accompany helpful replies.
Addressing issues fully and formally closing conversations reassures customers they can return any time.
Follow ups further strengthen bonds. A quick “I hope the solution worked for you as anticipated” captures necessary feedback while letting customers know they matter beyond resolution.
Personalized holiday messages, birthday greetings with small discounts or exclusive offers also pleasantly surprise while requiring minimal effort.
Digital outreach improves customer well being, building trust and loyalty as affectionately as in person exchanges.
Leverage Technology for Customized Service:
Instead of viewing technology as a barrier, forward thinking companies embrace its potential. CRM systems track customer profiles to provide customized experiences at scale.
Note personal details, preferences and purchase histories to recognize VIPs and address needs promptly based on valuable histories.
For a repeat customer calling about an out of stock item, a sales agent could immediately offer advance shipment of the next batch or 20% off alternative through their profile.
Apologizing for inconvenience while exceeding expectations results in happy customers promoting the brand themselves.
Digital tools also automate personalized, seasonal outreach. An AI chatbot sends reviews to past high ticket clients inviting feedback, while email nurture campaigns provide those reporting issues with exclusive limited time coupon codes.
Staying top of mind in valuable, non intrusive ways differentiates service and increases lifetime value.
Solicit Feedback and Apply Lessons Learned:
Inviting feedback polishes processes aiding all customers, so request input regularly. Post call or email surveys request ratings alongside optional comments on agent performance, resolution success and experience overall.
Qualitative feedback especially provides nuanced guidance for enhancing interactions company wide.
Conduct monthly service reviews incorporating qualitative and quantitative metrics. Calculate resolution and satisfaction rates against benchmarks while qualitatively assessing recurring themes in comments.
Note processes needing streamlining as well as exceptional interactions to learn from top performers. Adjust workflows or implement new training informed by collective customer voice.
FAQ
Q. What is an example of exceptional customer service?
A. Responding quickly.
Q. How is technology related to customer service?
A. The platform and software contact centers use to provide customer support.
Q. What are the 3 important qualities for delivering exceptional customer service?
A. Empathy, good communication, and problem solving.
Q. What makes excellent customer service?
A. Consistently meeting customers’ expectations.
Q. How is technology used to interact with customers?
A. Encourage feedback and interaction.
Conclusion:
Aside from surveys, some capture suggestions more organically through suggestion boxes in the corner of websites visited daily.
When these yielded over 50 comments in a month requesting mobile ordering, development fast tracked a responsive design launching six weeks later to rave reviews. Listening leads to innovation delighting even undiscovered customer needs.
Incorporating the strategies discussed builds lasting connections with customers increasingly seeking service across various mediums.
With focus, flexibility and innovation, businesses can make any digital experience delight. Prioritizing the human touch through empathy, problem solving and care will strengthen relationships for years to come.
