Customer service is an essential aspect of any business, and it can make or break the company’s reputation. With customers becoming increasingly vocal about their experiences, it’s more important than ever for businesses to prioritize exceptional customer service.
In this article, I’ll be sharing my favorite customer service tip that has helped me in my career and has the potential to benefit businesses of all sizes. This tip is simple yet effective, and I believe it can make a significant difference in how customers perceive your brand.
So, whether you’re a small business owner or work in customer service, read on to discover my go-to technique for providing excellent customer service.
Customer Service is Everything
Have you ever wondered how your brand is perceived by your customers? Do they view you as a faceless entity, or do they feel like they know your team and can count on your assistance?
According to HubSpot, 68% of customers are willing to pay a premium for products and services offered by brands that provide exceptional customer service experiences. This means that not only will they be satisfied with your business. They will also be more inclined to spend more money with you.
To achieve positive growth, especially in marketing, it’s crucial to offer valuable products and services and treat your customers with respect. You should use the language that your customers use. But what does this look like in practice, particularly for marketers?
1. Use A Casual Subject Line
Using casual subject lines in emails can be an effective way to improve customer service. Otherwise, they may perceive the interaction as cold and impersonal. On the other hand, casual subject lines can make the email feel more approachable and human.
According to research conducted by Barilliance, the subject line of an email is the deciding factor for 64% of customers in terms of whether or not they will open it. Subject lines that are casual and resemble something a friend would write have a higher chance of being opened compared to those that are overly professional.
For instance, if a friend sends an email with a subject line like “Hey, you have to check this out”, I am more likely to open it. However, if the subject line is all capitalized or the first letters of each word are capitalized, I am less likely to open it.
Casual subject lines can also help customers quickly identify the purpose of the email. When the subject line is too formal or vague, customers may have to spend more time reading the email to figure out what it’s about. But a casual subject line that clearly states the purpose of the email can help customers quickly understand what’s going on and what action is required.
2. Adopt a Conversational Tone in Your Content
It is important to establish yourself as an expert in your field, but a genuine thought leader does not condescend to their audience. You should communicate with them in a way that is similar to how you would talk to a friend.
By doing so, you can establish a rapport and emotional connection with your audience. This can foster a community that is more likely to advocate for your brand and endorse your products or services in the future. In return, this would result in a significant amount of positive word-of-mouth marketing for your business.
Using a conversational tone can also help to build trust with the customer. It conveys a sense of transparency and authenticity, which can be appealing to customers who are skeptical of businesses and their motives.
When customers feel like they are communicating with a real person who is approachable and relatable, they are more likely to trust the information being provided and feel a greater sense of loyalty to the brand.
3. Improve Your Chat Support
According to a recent study, over half of the consumers are inclined to make a repeat purchase when a company provides support through live chat.
Chat support enables customers to quickly and easily get in touch with a representative for assistance. This can increase customer satisfaction and loyalty as customers feel their issues are being addressed promptly.
Moreover, it allows for real-time communication and can provide personalized solutions to customers. This level of personalization can further improve the customer experience and increase their likelihood of making repeat purchases.
4. Easy to Navigate Website
An easy-to-navigate website is customer-friendly because it provides a positive user experience. When customers can easily find what they are looking for on a website, they are more likely to stay longer, engage with the content, and ultimately convert into paying customers.
It also shows that the company values their time and wants to make it as easy as possible for them to access the information they need. In contrast, a difficult-to-navigate website can frustrate and discourage potential customers, leading them to leave the site and look for solutions elsewhere.
More than half of customers, specifically 56%, anticipate finding the information they need from a company’s website in three clicks or less. Therefore, it’s crucial to use clear language on your website, particularly for those browsing on a mobile device, where ideally the information can be accessed in less than three clicks.
It’s essential to evaluate your website’s navigation and find ways to enhance it. Utilizing tools such as CrazyEgg can provide insights into how visitors engage with your website, and where they encounter issues, and they even offer user recordings, which can be used to improve the overall user experience.
5. Create “How-To” Tutorial Videos
Using how-to tutorial videos is a good customer service tip because it caters to the preferences of modern-day customers. Studies show that customers have a higher preference for visual aids.
How-to tutorial video caters to the preferences of modern-day customers. Studies show that customers have a higher preference for visual aids, such as videos and gifs when it comes to learning about a product or service.
By providing high-quality tutorial videos, businesses can help their customers understand their products and services better, resulting in increased customer satisfaction and loyalty.
Additionally, tutorial videos can reduce the workload of customer service teams as customers can find answers to their queries by watching the videos instead of contacting the support team.
Why is Customer Service Important?
Customer service is important for several reasons.
Firstly, it helps to build a positive reputation for a business. When a business provides excellent customer service, customers are more likely to have a positive impression of the company and recommend it to others. This can lead to increased sales and revenue for the business.
Secondly, good customer service can lead to customer loyalty. When a business goes above and beyond to help a customer and make them feel valued, they are more likely to continue doing business with that company in the future.
Thirdly, effective customer service can help to resolve issues and prevent negative reviews. By addressing customer complaints and concerns in a timely and effective manner. Businesses can prevent negative feedback and maintain a positive image.
By following the latter mentioned customer service tips, you are more likely to succeed and maintain a loyal customer base.
