Blog
15 Jul 2015
by Megan Marsack

5 Tools To Optimize Your Customer Service Strategy

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. This staggering statistic shows that nurturing customer relationships is an essential part of growing a prosperous business. Sometimes businesses struggle to create an efficient customer service strategy, so answering their customer’s concerns fall to the wayside. There are a multitude of resources out there to ensure that this does not happen.

Here are 5 essential tools that every business should add to their customer service strategy

1. Video Testimonials

Testimonials from happy customers can improve your business’s image and reputation. They can be used as a customer service tool to help your customers find instant answers to some of their questions and concerns. As of last year, 78% of people say they trust online reviews just as much as recommendations from acquaintances. Testimonials are not only affordable, but they bring a sense of trust and legitimacy to your customers. Text testimonials are great, but video testimonials give the emotional connection that text cant. In contrast, video testimonials can also be used to help record and manage negative feedback.

 

Video Testimonials with Boast

2. Help Ticket System

Help ticket systems are a quick and easy way for a customer to get their question answered. It allows a business to track the issue from start to end, which helps both the customer and the business resolve the issue in a timely manner. The way that help ticket systems are formatted allow businesses to keep their customers in the loop about the progress of their issue, which helps to ease frustration. An example of a help ticket system is Groove. This system allows you to efficiently move your customer questions through your support system to get them answered as quickly as possibly.

Groove Ticketing System

3. Social Media

71% of consumers that receive a quick brand response on social media are likely to recommend that brand to others. Social media is one of the most crucial aspects of successful Internet marketing for a business. Social media generates tremendous online exposure for your company along with helping you listen to what people are saying. Did you know that emails with social sharing buttons increases the click-through rates by 158 percent? Social Media accounts such as Facebook, Twitter, LinkedIn, are a free and easy way to reach out to a larger audience, and can be used as your quickest customer service response tool when necessary.

Social Media Account

4. Live Chats

Live chat has the highest satisfaction level of any customer service channel, with 73% customer statisfaction. Compare this to email which had a 61% customer satisfaction response, and phone with 44%. With the internet at the level it is today, consumers expect an almost instantaneous response to their questions. When they can’t find answers on their own and resort to customer service, the quicker the response the better to avoid frustration.  Live chats are a great way to give your customers as stress free online experience. An example of a chat system that allows you to instantly communicate with customers is Olark. We use this service on our site to reach out and respond to customer questions.

Live Chat with Olark

Olark Live Chat System

5. Monitor Online Reviews

Reviews about your company and the product or service you provide are all over the internet. One site in particular that these can be viewed on is Yelp. This year Yelp has written over 77 million local reviews. This is a free mobile application that helps businesses monitor reviews from all around the world. Yelp not only gives you easy access to your customer reviews, but also gives information about your business to customers quickly. Yelp provides their users with companies phone numbers, locations, websites, photos or videos, hours, and has a five star rating system. Overall, this app is a great way to collect feedback about your business, and use it for business development.

Yelp Review Website

Working in the customer service industry can be challenging. Its typical that you could be dealing with hundreds or thousands of different personalities and problems every week. Companies can make the overall experience easier for themselves and their customers by using these tools. These are just 5 of the many important tools that should be used by all businesses in this industry.

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