Customer service used to be pretty set in stone and easy to manage. A phone call to your company would take care of any issues a customer had. They didn’t care how long they had to wait on hold because they needed to get their issues resolved and there was really no other way to get a hold of you. In this day, however, customers have started expecting much more from businesses. According to Forbes, they are comparing your service to every other business out there instead of just your direct competition. If they just had a great customer service experience with their internet provider, then they expect you to do just as well at your retail store. Here are a few ways in which customers are starting to demand customer service.
Fast response time
Being able to get an answer pretty immediately is becoming an expectation. People don’t want to wait a couple of days for an email response or even fifteen minutes waiting on hold. Since your business should be focused on multiple platforms of service, here are a few ways to address the speed of answering questions or concerns. Make sure to have the person in charge answer emails and social media messages within a day. Of course, it would be better if it was addressed within a few hours, but that may not always be possible. If wait times are long on a phone call, have a customer leave a callback number so you can call them back when it is their turn in line. Offer two-way texting with AI Chatbots to answer their questions immediately when possible. As long as the customer doesn’t feel like they are wasting their time waiting for you, they will be happy with your business.
Self-service options preferred
More and more customers are leaning towards self-service where they have the ability to get answers to their questions or help with a problem without ever actually having to talk to someone. This is another way in which two-way texting can really benefit your business. While it really isn’t that hard to pick up the phone and make a call, many people find it to be an inconvenience because they have to turn off the TV, get the kids to be quiet, or just find a few minutes in their day to sit down and make the call. If a customer is able to, instead, just send a quick text and continue what they are doing, they are much more likely to do so. This is especially true when they want information quickly such as store hours or daily specials.
Never underestimate the power videos on your site have for your customers. When done well, you can avoid answering questions on common problems altogether. Customers are very happy to find a video showing them what they need to do differently or how to fix their issue. And it is even more effective than someone trying to talk them through it on the phone. Many companies provide manuals to help their customer with those issues, but people prefer to see a quick video showing them how to fix the issue instead of having to search through their manual and read the instructions while hoping to understand what is being said.
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