Customer service and support are just as important as having a great product. The digital age has changed customer expectations, so your business has to adapt, including how you provide support. With digital communication, customers expect more transparency, information, and the ability to reach businesses 24/7. Customer satisfaction is determined mainly by the quality of service you provide. Let's learn how to exceed your customer's expectations in this blog.
Step 1: Gather 360-degree Insights
Essentially, a 360-degree customer view is a collection of all your information about your customers, from their basic contact information to their previous purchasing history and interactions with customer service. 360-degree customer views benefit cross-departmental collaboration, particularly between sales, marketing, and service. By sharing a customer view, these departments can easily pass information. Knowing a particular customer has raised some issues recently through customer service will enable your employee to arrive better prepared.
Step 2: Support Customer Proactively
You can exceed customer expectations by providing proactive customer service, strengthening customer relationships, and increasing their business and advocacy value. Customers will likely stay with you if you can identify and address their problems. Also, customer feedback allows companies to identify weak areas and correct them before unhappy customers arise. Customer feedback will only come if you keep engaging with them.
Step 3: Implement Live Chat
A real-time conversation with your customers and prospects is the best way to connect with them while browsing your website. A live chat is perfect for making an immediate connection because it's convenient, fast, and loved by customers. When you can handle several customers simultaneously, you need a smaller support team, reducing your costs. Therefore, support agents can instantly utilize CRM and Omnichannel Support software to identify problem areas and seek clarifications so that no time is wasted. Also, it is a great way to get in touch with prospects who may have an interest in your products.
Final Thoughts
Keeping customers happy have its challenges.
You need the right technology to take your customer service offering from "meh" to "great"! A CRM, combined with Omnichannel Support software, will enable your company to provide more incredible customer speed and convenience. In addition, your organization will benefit from a better management tool that will keep support staff motivated and focused and provide a comprehensive overview of your customers. As a result, you can improve your offering and create a better service experience for your customers and a better working environment for your staff.
Your support team can seamlessly communicate with your customers with our DSM 2.0+ Omnichannel Support (powered by Zendesk) across chats, messages, and support tickets. All of them are integrated with your e-commerce site, CRM, and ERP to get a complete solution from one source.
Zendesk Suite (Support, Chat, Talk & Guide) can be used immediately (without any integration required). As a Zendesk partner, Zooloo can provide you with everything from sales to consulting, implementation support, and system integration. Feel free to contact us at sales@zooloo.asia.
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
