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5 Keys to Successful Customer Service

By now, most savvy business leaders have figured out that first-rate customer service is the be-all and end-all. But with so many factors to consider, figuring out what to focus on can be a challenge. One thing’s for sure, though: in order to stay competitive in our ever-growing and -changing market, resorting to digital solutions is essential for satisfying today’s customers, whose expectations are continually reaching new heights.

But before beginning your company’s digital transformation, consulting the five keys to improving your customer service is a great starting point. After all, you’ll want to devise a proper strategy for outperforming your competitors first, right? Let’s get started!

 

1. Engage & Educate Your Employees

Your services are only as good as your employees, who need to be 100{611ccf579689f3b66e493cd3d0ec7879bed1b8d795faf2b69e300849fa5ffaa6} committed to providing the ideal customer experience. To ensure that your workforce is ready to tackle their tasks with enthusiasm, give them a concrete reason for caring. Explain why they should give the job their all – whether it’s a pay rise, end-of-year bonus, or a fun company event, keeping your team motivated is the first step towards digital transformation. Consulting relevant experts about your current and future digital solutions, as well as training your employees how to use them, is equally important. You’ll want them to put their most professional and knowledgeable foot forward when they’re face to face with customers, so why not schedule regular training and refresher sessions to make sure that everyone’s up-to-date?

 

2. Set a High Bar

This may go without saying, but we can’t emphasise enough how important it is to have high expectations for the customer service you provide. It’s impossible to outdo your competitors if your field service technicians show up late, you’re not resolving issues in a timely manner, or you’re not promoting a clear and engaging brand identity. Communicating with your consumers every step of the way is key, as is making use of every possible customer touchpoint to promote your products in innovative ways. Creating a strong brand identity and providing excellent customer service go hand in hand, so never stop looking for ways to improve and reach your buyers!

 

3. Fuel Up on Feedback

To get an accurate measure of how your company is performing, customer feedback is an absolute must. Along with collecting buyers’ opinions via surveys, product reviews, or social media, analysing their relevance to your business performance is vital. Otherwise, how will you know what’s working and what isn’t? In order to continually improve your services and stay at the top of the field, successful companies regularly evaluate feedback and communicate with their sales and support teams.

 

4. Set Shared Goals

Why not just share performance metrics across teams, but also business goals? According to Salesforce’s 2017 State of Service Report, successful companies have common objectives 1.8 times more often than underachieving ones. By measuring success of your service and sales teams with customer satisfaction rates, for instance, effective collaboration becomes not just desirable, but necessary. And the more manpower, the better!

 

5. Embrace CRM

So, you want to achieve the best results for the above steps? Especially if you’re a large – or growing – business, do yourself a big favour and embrace CRM. Whether you need to train your employees, communicate with customers, analyse performance metrics, or keep every team’s business goals aligned, opting for CRM (customer relationship management) has become more important than ever. From streamlining internal business processes to communicating with customers from anywhere and everywhere, you’ll be able to provide smarter, faster, and all-around better service – all while saving yourself plenty of time.

 

To begin your digital transformation, consulting our expert team is your best bet. As platinum partners of Salesforce, the world’s #1 CRM, you’re sure to find exactly what you’re looking for – and more! Get in touch today.