10 Best Practices for Delivering Outstanding Customer Service and Support
Customer support forms the foundation of an organisation and is an essential factor for customer retention. Your business may have amazing products and services that appear attractive enough to lure customers, but if your customer service and support team is unreachable, inactive or unhelpful, you may start losing your valuable customers.
Small and medium enterprises in India are growing at a considerable pace but they may lack adequate finance and resources to invest in building up their internal customer service and support teams. Besides, the expenses of running internal teams can be huge which can include technological investments and training and upgrading customer support staff. As such, many new businesses are unable to invest in their internal customer support teams because of cost considerations.
Research shows that businesses have lost 80% of their customers because of bad customer support experience. Thus, having an active customer service and support team is necessary if you want to grow your business and gain a competitive advantage. The solution for startups and growing businesses is to outsource their customer support functions to a specialised and reliable customer service and support provider that can leverage its expert staff and technology to handle customers actively.
In this article, we will discuss the ten best practices that customer support providers can follow to make their services outstanding.
Ten Best Practices Every Exceptional Customer Service and Support Provider Must Follow
Revamping Your Functionality
Make your customer service and support team fully functional with all possible resources and technology for active support. You may be required to invest a bit, but it will ensure you can serve every possible business niche.
Understanding the Client’s Brand
Before providing customer service and support to any client, it’s better to know every detail of it such as its products and services. With this, you can adhere to all possible customer queries and gain their confidence.
Showing Empathy with Positiveness
While interacting with customers over calls, make sure that you show them empathy because it’s in human nature to be inclined toward things that have an empathetic approach. Maintain a positive attitude while conversing to build customer trust towards the client’s brand.
Problem-solving Approach
Make problem-solving the main agenda of your customer service and support. Hone your creativity skills to solve customers’ issues. With the ability to solve their problems, you can gain their trust, which will enable customer retention for your client’s business.
Ensuring Quick Response
Delays in picking up customer calls, adhering to customer requests or solving their queries can cost you. You may lose those customers as after a bad customer service experience, they may never call you again. A survey reported that 66% of customers valued their time while availing any customer service.
Hence, it becomes necessary for customer service and support teams to proactively and quickly adhere to customer calls and queries and engage with them empathetically. Technology can be put into use for a 24-hour customer support service. Nowadays, chatbots powered by the intellect of artificial intelligence (AI) are being widely used by 24x7 customer service and support providers to resolve complex queries in no time.
Implementing Predictive Analytics
Customer loyalty can be achieved with predictive analytics, which helps customer service and support teams analyse trends in customer behaviour and preferences and offer predictions to customers on potential issues. With predictive analytics tools, customer support teams can even suggest appropriate solutions to those problems. This will help build the customer’s faith in your client’s brand.
Including the Human Touch
Rather than having completely automated customer service and support, it’s always better to include the human essence. It will make the service more personalised towards customers. A study showed that 40% of customers preferred personalised communication in customer support which can be possible only with human intervention.
Adhering to Customer Feedback
Customer feedback matters and customer service and support teams must diligently adhere to them. A customer can have issues regarding your client’s products and services and may suggest areas of improvement. For this, actively listening to customers is essential. Prioritising customer feedback and resolving them will make your client’s brand reliable in the minds of your customers.
Keeping Up to Your Promise
Take your customers’ suggestions and feedback seriously and live up to your promise of implementing them. Keeping your word will enhance your client’s brand reputation and your client will gain the customer’s respect and trust. This is a great approach to maintaining customer loyalty and improving retention rates.
Being Helpful
Apart from resolving customer queries and adhering to their feedback, as an empathetic customer service and support team, make sure you go the extra mile to help your customers. Anticipate their needs and provide your services accordingly. This will make them feel valued and your client’s brand will acquire a special place in their hearts.
Kutumbh Konnect: Customer Service and Support with Empathetic Care
Kutumbh Konnect is a specialised customer service and support provider that will cater to the unique needs and expectations of customers with compassion and empathy. It leverages advanced technologies like AI along with the human touch for 24-hour customer support service and predictive analytics to ensure customer loyalty. It pursues active customer communication with cloud telephony, which comes with an integrated advanced customer relationship management (CRM) tool, handles order management, adheres to feedback diligently and provides after-sales support.
Be it any product- or service-related inquiry, Kutumbh Konnect’s expert customer service and support team will be ready to answer all. Kutumbh Konnect’s customer support officials are proactive as well as empathetic. Its empathetic and compassionate manner of connecting and engaging with your customers will make them feel valued and enhance your brand’s reputation. It will handle your leads in a manner that will help convert users into customers.
This exceptional service provider has its services in a considerate package for growing businesses. If you are a startup looking to actively engage with your customers to build trust and loyalty, consider opting for Kutumbh Konnect’s technology-powered 24-hour customer support service.