Strategies For Outstanding Customer Service
Even as an individual marketer, the power of word of mouth reviews regarding your operation and even your personal reputation can be a huge, huge factor in your success. Even if you’re only an affiliate for a couple of ebooks, if the reviews customers find are on your site, you can bet you’ll hear from them if the product sucks. Or if they have some problem with it. Or if they just have a question about it.
As you grow and have your own products and services to offer, of course, this need becomes even more acute. Here are a few products and strategies you can implement to make sure you’re blowing away customers with the quality of your service.
For those on a budget, Groove (groovehq.com) is a great free or low-cost solution (depending on the plan you grab) for organizing your support messages into organized, convenient threads in a dedicate inbox. Plus, you can easily create a knowledgebase that helps to answer many common questions your customers might have, so you won’t have to constantly answer the same questions. This is especially a time-saver for those with SaaS (software as a service) products that may have a learning curve.
Livechat is nothing new, and it has to be effectively managed, but customers consistently report that it’s one of their favorite ways to be able to reach out and communicate with a brand. That means that you should probably think about having it on your site!
Plus, depending on your budget and the exact features you do or don’t need, you’ll have a range of choices for your provider. For example, oLark is a relatively cheap way to get started, but you may want a suite like Intercom later on so that you can combine your livechat with things like scheduled messages, email flows, user data and behavior tracking, and more.
This one is largely dependent on the size of your operation, and it might not be the best option if you’re a one-man or one-woman operation, but it’s still valuable to consider. Many of the world’s largest brands know that being where people want to be is more important than trying to convince them to be where you want them to be.
To this effect, many brands have twitter handles dedicated to support which allow users to near-instantly connect with their brands in a platform they already like to use. This behavior is being extended to Facebook chat with the rise of “bots” or smart support software, which will only continue to be popular and be innovated upon in 2017.
If your budget is causing you to have to make a decision between a more traditional support system or going with something more cutting edge, it might be worth making the move that puts you ahead of the curve.
Regardless of how exactly you choose to handle support, it should be one of the top priorities in a business of any size.