Customer service is an important part of every business that ensures customer retention. If someone doesn’t like your service, he will leave you for your competitors. This means you will have to keep finding new customers as you lose. You should know that it costs up to 87% more to acquire a new customer than to retain one.
You should allow your customers to communicate with you from every possible channel, so they don’t feel you are out of their reach. Here are some of the channels where your customer service must be active.
This channel sounds unconventional because it is. Text messages are an informal but fast mode of communication that benefits a business in many ways. You can, of course, use them for marketing. But they have also proven a great help even in customer service. You can send and receive text from computer by using an application like Text Sanity to run proper and efficient customer service.
Email is free to date and also a great tool for customer service. Most people don’t like it when they have to write an email for information or complaint. They are formal and slow. However, they are one of the oldest modes of communication for customer service, and you should be prepared there.
Provide your customers a number, toll-free if possible, where they can call to share their issues. This usually solves the problem on the spot for the customer. Almost every good company uses it for their customer service. It’s easier and faster to explain an issue than to write it.
While no customer likes to visit an office just to get information or submit a complaint, it’s still more common than one might think. You should always have someone to attend to issues of customers in your office or shop.