Imagine that you’ve bought a new office chair online for working from home. After receiving it, you notice that it isn’t all that comfortable. Who do you turn to for options on returning the chair? Of course it’s customer service. Many people across the world find themselves in this situation every day, for all kinds of reasons. Whether it’s general questions about the product, requests for changes, or need for clarification: The first point of contact is always customer service. That’s why we’ve put together some tips and tricks for improving your company’s customer communication for the long term.
Customer service is now one of the most important selling points for every well-known company. It can have far-reaching effects for a company’s reputation if customer service employees don’t take care to address customers’ needs.
According to The Microsoft 2017 State of Global Customer Service survey, 96% of respondents rank customer service as important for choosing loyalty to a company or brand. That’s why existing processes should be continually improved and adjusted to new conditions.
The first impression counts
To guarantee good communication, it’s worth putting yourself in the customer’s place. This is especially important when it comes to the design of the company’s home page. First rule: After the product descriptions, nothing should be easier to find than the contact information for customer service. You can go beyond the classic channels like email or phone by adding a chat function. That can help you solve your customers’ cases even more quickly and without much effort. There are now numerous chatbots that automatically answer the most frequently asked questions.
But caution is warranted here: The chatbot should only give automatic answers up to a certain point. Nothing is more frustrating than communicating with an artificial intelligence that doesn’t really care about your problem. An employee who also supervises the chat is always a good idea.
Quick customer communication in social media
In the hopes of getting answers to questions, more and more customers turn to company accounts on social media. From Twitter to Instagram and LinkedIn: Everywhere your company is represented is a way for customers to reach you, by messaging or commenting. In fact, 67% of consumers have already used a company’s social media account for customer service.
The reason customers use this method of communication is primarily for finding quick solutions to problems. You don’t have to communicate formally or extensively — it just has to be quick. Similar to the chat function on the website, chatbots can answer the questions quickly. But it’s also the case that a real-life person is always the preferred option for customer communication.
Pick up the phone
As already mentioned, no AI can replace human contact. And what channel for customer contact is better than a phone call? Many companies now rely more on written communication, but some problems can be solved best when they’re discussed directly.
It’s also important that both parties in the call understand each other. If the customer speaks a different language, your customer service employee is ideally able to respond in English or in the customer’s native language. But many people feel uncomfortable speaking a different language on the phone. This is where Babbel for Business can be the ideal support for your team. Our language courses are specially designed for quick progress toward speaking a new language. Particularly in the virtual group lessons with qualified teachers, for example with Babbel Live, new language skills can be learned quickly.
It starts and ends with a team that works well
All these tips aren’t very helpful if your team isn’t motivated with their work. Entrepreneur Richard Branson sums it up this way:
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”
If your customer service team is satisfied, they can respond to customers’ requests with empathy and care. That has proven, positive effects on your brand and your company. A happy customer service team is a win-win for everyone involved.
Lea Naschberger, Content Project Manager
Lea is an expert in HR topics such as employee benefits or corporate learning. She believes that multilingual teams are the key to success.