Tip 01 – Keep only the channels that you can manage
Tip 02 – Protect your customer data
Tip 03 – Respond to the customer through the same source channel
Tip 04 – Carry out personalized service
Tip 05 – Do not ignore reviews
Everyone wants to receive praise, but the improvement of a company is directly related to the errors and criticisms to which it is submitted. Fear the “Reclame Here” or the negative comments is to miss the opportunity to optimize the user experience. So do not make criticism personal. Expand understanding of the problem and seek a real solution with agility.
Tip 06 – Disclose your office hours
As advanced as the relationship and automation platforms are, many services still require the human workforce. If your team is lean, make it clear the hours of operation of your SAC and the procedures for handling a request.
Tip 07 – No spam
Make sure your client has authorized the receipt of messages. The so-called option is listed with an anti-spam policy already adopted by most industry platforms. Besides confirmation, it is important to avoid the temptation to create groups with unknown people. Opt-in to the mailing lists and be careful about shipping intervals.
Tip 08 – Educate your customer
Known as content marketing, the strategy of sending relevant and useful information to customers has already become a must in marketing for many companies. The goal is to position yourself as a friend of the public offering tips, recommendations, and comparisons about the product or service purchased. The activity favors customer loyalty and the reduction of time devoted to SAC.
Tip 09 – Monitor your customer service
Evaluate the time dedicated to the demands, the feeling of the consumers served, more questions asked, difficulties faced. Monitoring is the first step to change. Make comparisons between times and the various variables in search of insights to perfect your business.
Tip 10 – Invest in training and technology
In customer service, the ability to understand human behavior is critical. To meet this variety it is important to invest in technological processes. Optimized, actions can be replicated more successfully among the various collaborators.
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