It doesn’t matter what product or service your business provides to members of the public or other businesses, the level of customer service you provide to your customer base is the sole factor that will determine how successful your business is.
If you have a bad customer experience with a company, how often do you go back to it? Almost never. How often are you tempted or do leave a bad review for that company for the rest of the world to see? Almost always. This just shows the importance of providing the best service possible.
But how can you do this? How can you create a seamless customer experience for your customers, so you can provide and continue to provide in the best possible way, keeping your customers at the core of every decision you make? Let’s find out.
Organise Your Structure
The main reason a customer is going to get in contact, if not the only reason, is when they have a problem. Regardless of whether they’re asking you a question or have a problem with something they’ve ordered, this is why they’ll get in touch.
In order to deliver a seamless experience, you need to plan the journey your customers are going to take, just like your sales journey. Michelle Taylor, a customer service consultant from Australian Help, asks;
Are they going to go straight through to a person, or will you have different departments set up if they call? Are they able to find help online, or have access to a live chat system?
More often than not, you’re going to want a balance of all of the above, perhaps only investing in a live chat system if you can afford it and have the time to manage it. Whatever technique you use, make sure the journey of support is planned and organized.
Set Up a Help Community
Online people love being part of an online community, hence why social media platforms do so well. With this in mind, setting up a community around your business can be a great way to offer your customers instant assistance, streamline your experience, and expand all at the same time.
For example, you could set up a forum parallel to your website where people can interact and find help. Take Paper Fellows, for example. They have a community of customers and staff that regularly access the website to help people find what they’re looking for and share knowledge.
You can start this community off by posting content such as FAQs and other topics that provide your customers with instant answers, without having to get in touch. This content will depend on the nature of your business, but there are many services like State of Writing and UK Writings that can help with this process.
Get Your Employees On Your Side
One of the most important points you’ll need to remember is that fact that your employees are the ones that are dealing with your customers, probably more than you do, so make sure that they are on your side and trained to give a seamless customer experience.
“Instead of micromanaging, try inspiring your employees to put your customer first, make them feel as though they are an integral part of the business, and own it just as much as you do, as well as giving them the tools and resources they need to succeed” shares Aaron Brewer, an HR consultant for Elite Assignment Help.
Prepare your employees in the best possible way, and you can be sure they’ll have everything they need to provide a seamless customer experience.
Provide What Your Customers Need
When your customers go to contact your company, they’re already going to have an expectation of what you can provide. If you don’t know the level of service that your customers are expecting, how can you be sure what’s going to make them happy? This means you’ll need to be proactive in gathering data on how your customers want to be treated.
“There are many ways to approach gathering the data you need to improve your services. For example, you can start by offering them the opportunity to complete surveys randomly and after they have sought your services and provided feedback on their experiences” explains Darren Arnold, a customer service expert working with Big Assignments.
This is a great way to identify weak points in your customer experience, ensuring you can take the appropriate action to make things better in the future. Another example would be examining the quality of the customer experience you have.
While we spoke about the online material, such as FAQs and the sorts, make sure you’re regularly keeping this content updated, and making sure it’s as accurate as possible. In terms of actual quality, you might want to consider using services like Academized or Academadvisor as studies suggest this can scare customers away.
After all, would you trust a company who can’t even check their grammar?
Prioritise Your Customers
This is perhaps the easiest yet most important aspect of creating a seamless customer experience, and that’s putting your customer at the core of everything you do; not just when it comes to your support and customer service, but every other aspect of your business.
Ideally, you’re not even going to want customers contacting your support teams because you’ve already provided them with everything they need via your store, website or digitally posted information.
However, while questions, queries, and problems are evitable, but regardless of the problem, always make sure that you’re putting your customers first. It’s not so much that they’re always right, as the saying goes, but you want to make sure they’re happy.
Even one customer having a bad experience can seriously affect the success of your business, and thanks to the internet, word travels fast. Across every department of your business, become customer-centric, and you can minimize the risk of a problem evolving as much as possible.
As you can see, there are so many things you can start to consider when it comes to creating a seamless customer experience. By making sure that you are doing so, as well as continuously growing, analyzing and improving your standards, you’ll be dramatically contributing to the overall success of your business.
About Brenda Berg
Brenda Berg is a professional with over 15 years of experience in business management, marketing and entrepreneurship. Consultant and tutor for college students and entrepreneurs at Oxessays. She believes that constant learning is the only way to success. You can visit her personal blog at Letsgoandlearn.com