Providing a great customer experience can put your business ahead of the pack. It doesn’t always seem like the most important part of a business venture, but when you look at it from the perspective of the clients and customers – there couldn’t be anything of greater importance.
Customer service is the face your business presents to the world. It should do its very best, not only in terms of helping the clients but also when it comes to sharing the vision of your company.
Know the customers
Before you can provide any kind of customer service, you need to have a clear understanding of who your customers are. This is more than just a clear marketing strategy – it’s actually a proper communication between the company and those who use its services.
There are numerous ways to do this – users leave a trail online and the companies should harvest as much of that information as they can in order to know more about the users. It should go beyond just demographics. The rest of the online activities, such as the pages they like and the movies they watch, give you a clearer image of the interest and the aesthetic of your clients.
Providing the support in the form of an app gives you the ability to be always present in the lives of your clients and customers and to interact with them on a more personal device, like a phone or a tablet. All of this also means that the support could use the location and the personal information of your clients to be better tailored to their needs. The information you gather this way is also more personal and relevant than the one you get when using the computer.
The employees matter
With the rise of chat bots and app metrics, the talk of customer services has mostly become the same as talking about technology. This is plain wrong. The focus must remain on the human interaction because that’s something that can’t be replaced. It’s imperative for the business to offer training for its customer service employees. While the training should include how to use new technology, there’s nothing that can beat “thank you” and “have a nice day”. Try to find employees that enjoy interacting with people and make your business friendlier.
Notice the feedback
Create a channel through which the customers can comment and complain about your customer services. While the channel shouldn’t always be public because it isn’t good PR, you should provide it to your customers in some form. The customers often complain without going through the proper procedure or trying all the options available. However, it’s still important to monitor the feedback and react on it when you see that there’s a reason for it. That way, the customers know you care and the employees know they are being supervised.
Appointment reminders are especially important in the healthcare industry because sticking to schedules can really make a difference for your health. Those who work in the field say that nothing is as effective as having an SMS appointment reminder system. E-mails don’t get the same response rate and social media doesn’t have the same gravitas. The system should be adaptable to fit the workflow of your company and the type of business that you run. It’s also important to integrate it into your overall managerial system.
A good customer service makes for happy customers and this should always be your top priority. Focus both on the people and on the tech behind it and the results will show.