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Customers you care…

25/10/2014     Design

We as a digital agency found that making the sale is about far more than the products. Treating our customers better than the competitors in our business is an easy way to separate ourselves from the crowd.

According to a recent study, conducted by Accenture Global Consumer Pulse, 62% of global consumers switched service providers due to a poor customer service experience.

The Internet has put the power back into the hands of the consumer. Having easy access to a wide range of vendors offering similar services has greatly reduced switching cost. That’s why we decided to make customer service an ongoing priority for our clients. We adopted several policies that increased our customer care level.

1. Resolve issues as fast as possible

In order to resolve concerns in a timely manner, you first need to be aware of the problem.  We developed a program for fielding questions and coming up with solutions first thing.
82% of consumers said having their issue resolved quickly was the most important aspect of customer service.

2. Live chat for PC and mobile

Live chat has turned into a really easy way to connect with your customers in real time. We’ve seen big companies like Google, Rackspace, and HostMonster utilize live chat as the first option for resolving issues.

If your company is small with limited resources, you may have to be the person that runs the live chat program. There are really easy apps you can download to your phone. This will make it so you can connect 24 hours a day.

3. Social media

Networks like Facebook and Twitter have made it extremely easy to interact with your customers. According to the LivePerson Research Study, improving customer service has been the most important benefit that has come out of social media for premium level companies.

4. Reward your long-term clients with extra value

Lately, we’ve been seeing lots of companies offer special pricing or promotions to new clients. How is this supposed to make the customers who have been loyal to your brand feel? If you are going to run some kind of promotion to help find new customers, make sure you do the same for your current clients!

Providing current clients with additional value is a great way to show your appreciation. It’s also helpful with up-selling customers. Continuing to offer your best to long-term customers will keep them from feeling like they need to look elsewhere.

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