Customer service is a vital part of the customer experience. It’s how your organization supports customers throughout the sales funnel—whether they need help with a product they’ve bought or are looking for information about a potential purchase.
When you deliver high-quality customer service, you deliver a great experience – and nurture brand loyalty among customers, encouraging repeat purchasing. With 65% of sales coming from repeat customers, keeping those customers happy is a must!
Here’s how to ensure that you’re delivering top-notch customer service.
Take an Omnichannel Approach
Gone are the days when the only way to contact an organization was over the phone. While the ability to call in is still vital, customers also value being able to make contact through text, email, chatbots, self-service options, social media, and more. Meeting customers where they are reduces friction and takes the load off your telephone reps, freeing them up to focus on priority questions or accounts.
Proactively Reach Out to Customers
You know how the waiter at a restaurant always asks how your meal is right as you take your first bite? The best way to ensure a customer is happy is to check in with them proactively. Keep customers informed throughout the purchasing and delivery process, and then follow up to see how they feel about their purchase and to address any questions. These check-ins are an opportunity to educate customers about a specific purchase – and to address any potential issues before they become complaints or negative reviews.
Resolve Issues More Efficiently
One of the biggest metrics of whether a customer service call is successful is whether a customer’s question or issue has been resolved. Use analytics to figure out why customers are calling to see if you can steer them through FAQs or improved UX before they need to call in the first place. Additionally, train reps so that they’re knowledgeable about common issues, and forward more challenging calls to your top-performing reps for quick escalation and resolution.
Quality Check with AI Tools
Don’t guess about the quality of service your reps deliver – and don’t rely on spotty post-call feedback. With an integrated customer service platform like ACD’s, you get real-time, AI-supported analysis of every call, showing overall sentiment, rep compliance, and whether an issue was resolved. You’ll even be able to generate call logs that you can review and analyze to identify areas for improvement. Your reps will get the feedback they need to perform at their best, and your customers will benefit from continuously improving customer service.
Outsource For Scalability
Long wait times are a major source of friction for customers. No one likes to hear that “we’re experiencing higher than normal call volumes” message. Avoid customer frustration by outsourcing your customer experience team – and take advantage of business models that let you easily scale your team up or down to meet changing demand. At ACD, we’re proud to provide a pool of experienced, US-based customer service agents who can help you deliver the customer service your brand deserves.
Ready to Level up your Customer Service? Talk to ACD!
Keep your customers and customer service team happy with ACD’s all-in-one integrated customer experience platform. With omnichannel support, tailored messaging, and support from a pool of trained, on-demand reps, we can help you deliver the best-in-class customer service that turns customers into fans. Book a demo today!