“Exceptional customer service is built on anticipating needs”
To provide exceptional customer service, it’s critical to be available to help whenever an issue arises. Being available may seem like a simple concept. But the act of simply being available and responsive to the needs of the customer can help your company establish a foundation for quality customer service that can be spread throughout every area of your business. To this point, when a challenge presents itself and a customer needs a particular resource, that customer needs to know they have immediate access to a partner who is available to quickly resolve any issue and walk them through the proper solution.
Establishing this transparent and constructive connection from the outset not only serves to benefit the customer, but is also helps generate crucial customer feedback that can help businesses anticipate the needs of the customer and resolve future issues before they even arise. Equipping customers with the resources they need to be successful, understanding what their needs are going to be in the future, and developing resources in advance to make sure they get what they need is the building block of exceptional customer service.
Save time and prevent headaches, both for yourself and for your customers, by anticipating the needs of your customers. Follow these best practices when implementing workflows to eliminate issues and inefficiencies before they happen.
Design workflows with the customer in mind
75 percent of customers expect a consistent experience across all platforms. What does this mean? This means you always have to design with the customer in mind.
A simple workflow can do wonders for engaging customers, especially when most of the work is already done for them. But ensure your focus is on usability. While a worfklow may be aesthetically appealing, it may not be that easy to navigate. Whenever you can eliminate a pain point from the workfow process, aim to do so. If there is a form to fill, consider auto-populating default fields based on the customer’s account information. Additionally, with the number of devices customers can use in today’s digital world, interface consistency is a factor that cannot be overlooked.
Measure customer satisfaction
Data and feedback can help determine if there are any bottlenecks in your processes that are preventing customers from experiencing superior service. By establishing a connection and a relationship with the customer, you can rely on their ongoing feedback to help make decisions that will benefit everyone.
For example: Call flows can be frustrating. Consistently reporting on call flow efficiency can uncover why customers are calling in, where in the process they are disconnecting, how long they are being put on hold, and what contact methods they are utilizing most. Combined with customer feedback, the data pulled from reports can help document what’s working and what’s not. Then you can adjust your processes accordingly.
Carefully blend personalization with automation
In 2019, it’s estimated that up to 60 percent of chatbots won’t have effective live-agent support. We know quality automation can help a business run more efficiently. But automation that isn’t effective can alienate both current and potential customers and can possibly drive customers directly to a competitor.
While we’ve seen a rise in automation and we understand the value it can bring to a company, businesses providing human interaction and empathy can still set themselves apart in today’s digital society. Offering customers a real-time live chat with an actual company representative allows customers to communicate with your business any time, anywhere and on any device. This personal and convenient connection with customers helps businesses retain customers and decreases the amount of potential escalations.