You’ve converted a lead into a customer, congratulations! It’s a major accomplishment bringing in a new customer, but your work isn’t over yet. You want to be able to retain the new customer, and the best way to do that is to smooth any hiccups in the customer experience. Here are three tips how:
- Aid in self-service. Consumers are incredibly savvy. For the most part, they want to be able to troubleshoot their own problems instead of calling for help. In fact, calling is usually a last resort. If they can’t find the answers they need online, then they are going to be frustrated and the call you get might not be a happy one. Avoid this by making sure your knowledge base is up to date and truly helpful. This means FAQs, video tutorials, online forums and an online chat function.
- Have live customer support. In the case a customer fails in troubleshooting their own problem, they will want to speak to someone on the phone. Make sure to display a customer service phone number they can reach. Don’t bury it at the bottom of your website or deep within. Customers find it most useful when you have a click to call option.
- Don’t forget in-store service. One main reason consumers have shifted to online shopping is because going to a brick and mortar is a huge pain point. Long lines, depleted inventory, unhelpful store clerks and long wait times for customer support have consumers fleeing to the Internet. To help with this, some retailers offer scan-and-pay mobile apps or employees have iPads that accept payments so checkout lines are avoided.
Customer experience is incredibly important
Customer experience is becoming a key differentiator for consumers. It’s becoming an expectation, not just a desire, to have a good experience with shopping. One way to have a great customer experience is to have great customer support. If you’re busy running your business and can’t handle customer calls, it’s time to consider an alternative. Customer experience is so important that consumers are willing to pay more for a product if the business provides great customer experience. And with the saturation in the market, consumers have a lot of options to go with a competitor if they have a poor experience.
Take a look at your customer experience
One of the most important means of providing customer experience – whether your business is web-based or brick and mortar – is through the phone. Customers are more likely to call a business for information, help or a complaint with a phone call versus through your website, social media or email. The takeaway here is you need to be answering your calls! Do you have the bandwidth to do so or do you need extra help?
Consider virtual receptionists
Virtual receptionist service means your calls are answered every time. Virtual receptionists can answer basic questions, help process orders, book appointments, forward calls and take messages.
At VoiceNation, we do all of the above. We’re also open 24/7, weekends and holidays, too, so your business is always open. Help grow your business by providing around the clock customer service and support. Want to learn more? Give us a call at 877.679.3777 or sign up for our free, seven-day trial.