We had a lot of unpleasing experiences with customer service and we cannot deny that it is one of the reasons why lose my morale and trust to a company. It annoys us how they make us feel that our concerns are not important. They may not be conscious of it all the time but as simple as not responding or responding after a long time is already a serious concern for me. We got to say it makes us lose our enthusiasm towards the company.
Millions of other consumers may also be feeling the same. So if you are not aware of this before then maybe you are now and I must say that as early as now, you must think and do something about it as early as you can.
Most companies use the social media or software to develop a system for their customer service while some resort to the support from call centers which is considered as one of the most effective as well as expensive.
One of the most effective and efficient strategies right now is live chat. Again, it’s annoying to be ignored and to wait for hours for a respond. But, imagine when you put up a system where you can talk with your customers real-time. It may require some manpower for the monitoring but with the right system, it won’t be heavy and it would be manageable.
What most owners think is that this kind of system is too demanding to the point that it must be maintained 24/7. But will customers bug you around the clock? I don’t think so. Of course, you must also make sure your services and products are of good quality so you won’t end up having tons of complaints. Assuming that you are doing well, all you need to do is to do proper scheduling and condition the minds of your customers about the time you will be active. You can also leave notes or messages which may contain directions so that they will know what to do and to stare vacantly at an empty inbox waiting for a message which they aren’t sure of.
All I can say is, you have to identify what time of the day your target market are most active because it is more likely that they will engage on conversations during these times. Through this you will know when you can best interact with them. These times are the most crucial so concentrate and make sure to monitor and work on your live chats a little harder during these times.
The ideal result is to make them feel that they are valued and will be catered immediately. This will create an impression that you are really concerned about your customers and that you are willing to arrange and correct their ordeals as soon as possible.
This is what strengthens your business’ relationship with your market. A step that will change the way they perceive your brand giving it a unique register into their minds setting it apart from others.