No matter your product or service, customer outreach is one of the most important aspects of any professional operation. After all, no matter how good your offerings are, if customers can’t get the help they need, they’ll pledge their allegiance to a brand that comes through when they need it.
If you’re ready to upgrade your organization’s customer service offerings, gaining a better understanding of your options can go a long way. And remember: customers have strong preferences about how they connect with companies when they’re having difficulties, so diversifying your customer service options should be a top priority.
Consider Video Contact
Over the last few years, businesses have been implementing chatbots to handle front-line customer service issues, and broadly speaking, this has worked well. After all, a lot of the questions customers ask are routine and can be easily coded for, meaning there’s no need to have actual staff on hand. When the bot can’t handle a question through their standard directory, though, then one option may be to have that chat pathway lead to a video chat option.
Offering a video option as part of your contact escalation process can offer customers a more personal connection to your company, allow you to quickly navigate technical questions, and can increase user loyalty. Ultimately, video isn’t any more time consuming than chat in terms of staffing, so why not give it a try?
Offer Clear And Complete Guides
On the opposite end of the spectrum from the sort of clients who appreciate the personal touch of video are those who would rather DIY their way through any issue. These are the people who never ask for help, but that doesn’t mean that they don’t need support.
Instead, they want support that will help them take the situation into their own hands. In order to provide this, brands might consider approaching the support process like BidetMate, which offers complete manuals and FAQ pages along with a live chat option. This comprehensive approach to support ensures everyone gets what they want from the process.
Emphasize The Experience
While diversifying your service options is beneficial to your business’s reputation and can help you meet your clients’ needs more effectively, it won’t be very effective if these tools aren’t well designed. Given this issue – and the extraordinary detail integrated into today’s platforms – that means you need to prioritize UX elements, ranging from aesthetics to speed. Particularly with Millenial and Gen Z users, the elements surrounding customer services can be as important as the actual help they receive.
Change Is Critical
The past year has demonstrated just how important it is for businesses to be able to evolve based on user need and demand, but you can’t afford to wait for a crisis to rethink your operational strategies. Instead, it’s important to pay attention to your audience all the time because, just how younger customers drove the shift away from telephone-based customer support, subsequent trends and changing audience groups will require further changes. The more fully your business embraces this mindset, then, the more likely it will be to succeed.