A new year is a perfect time to develop new plans and carry out new business strategies. It’s the ideal time to reflect on what worked and didn’t work from the past year so you can improve your business moving forward.
Customers play a big role in the success of your business. That’s why committing to these three customer service resolutions will ensure you can achieve and even exceed customer expectations this 2015:
1. Be proactive.
Do not wait until an issue becomes a problem; resolve to address it before your customers even ask for it to be solved. Proactive customer service means you anticipate your customers’ needs and you can do this by monitoring trends in your support channels. Social media would be a great monitoring tool.
Garret J. Brown, Bitium’s Chief Revenue Officer shares that their 2015 customer success resolution is explore innovative ways to interact with their customers. “At Bitium, we were the first in our industry to offer proactive support, where we preemptively reach out to our customers if our system detects they may have encountered any unexpected behavior. Next year, we have exciting plans to not only increase the number of opportunities for this type of interaction, but to convert these exchanges into a deeply customized experience for our users,” said Brown.
2. Invest in technology.
2015 should be the year you integrate aspects of your business together to help deliver efficient and exemplary customer service. Have your business sites go mobile-friendly, or better yet, develop apps to make customer interaction and engagement easier on both the front-end (user-friendly resources) and back-end (administrative and monitoring resources).
This is what 212 Staffing did in 2014, according to its managing consultant, Richard Eib. For 2015, they plan to train members to utilize technology, “to blow the competition out of the water. No customer voice will go unheard or be allowed to fall through the cracks.”
Technology will also help you monitor metrics. Metrics maybe confining at the start but is actually one surefire way to make customer service improvements. An article by SparkCentral notes “metrics help brands understand their customers, monitor agent performance, set benchmarks and drive results. In the coming year, response and resolution time metrics will be a valuable tool in determining staffing needs for social customer service.”
3. Get more social.
According to the American Express Global Customer Service Barometer, in 2014, 23% of customers utilized social media for customer service, up 6% from 2012. Twitter, Facebook and LinkedIn are the top three social media channels where customer service has been dedicated to in 2014. They expect it to become more mainstream and the preferred medium of interaction for customers this 2015. This time the focus will be on visual-based social networks.
An article from the Huffington Post says 2015 is the year to increase business reach and customer service adaptation on visual-based social networks like Pinterest, YouTube, Instagram, Tumblr and Slideshare.
It is still about building relationships
Viewing customers in terms of relationships and not transactions should not really be just a New Year’s resolution. It should be a yearlong duty. Customer service has evolved from just being an aspect of business but a benchmark of company’s brand, giving customers a positive experience. It’s not only about interaction and conflict resolutions, it’s also about engagement, developing loyalty and building a community. Keeping goals towards the bigger picture will allow you to not only meet your resolutions; it will give you a way to develop brand advocates.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!