customer service

Customer service can be challenging, and delivering it with sheer excellence in a volatile market makes it even more difficult. The world is continually changing, and catering to the needs of the customers in the best possible way is becoming more complicated than it ever was.

Customer service is interlinked to the needs and wants of your customers. In order to improve customer service, you first have to understand their expectations and requirements. Once you get a clear idea about what your target audience is expecting from your company, you can divert your skilled workforce and valuable resources to meet those expectations. It will ultimately help in enhanced customer services.

The need and importance of customer servicing come into the picture because the customer is the king of the market. In order to reach your predetermined business goals, you have to work towards improving overall customer service. This article talks about the various ways in which you’d be able to improve customer services in 2021.

Let’s begin.

1. Review Your Existing Customer Service Process

If you already have an existing customer service process, then reviewing it will provide a clear picture of the performance, results, and scope of improvements. Here are a few things you need to keep in mind while reviewing your existing process.

  • Does your process include the technology, your business uses at present?
  • Are the tasks performed by the customer service team being updated on the software on a regular basis?
  • Which all tasks are consuming a lot of time?
  • How many members are involved in the team and what is the order of them.

In order to assist your customers, you can use a help desk software like Zendesk. Irrespective of your scale of operations or the industry you cater to, Zen Desk will help your customers at every stage of their customer journey. It helps you in visualizing the entire customer journey, giving you a fair chance to identify the areas of improvement.

2. Determine the KPIs of Customer Service Process

You will be able to improve your customer service only if you have clear metrics to look forward to. Because, if you do not have these predetermined metrics, your team will have no point of interaction with the customers and fail to identify their real needs and wants.

Hence, you must have a bunch of KPIs to look forward to measuring the efficiency of the efforts and resources employed by the team to attain maximum customer satisfaction.

Here are a few key performance indicators that you must look forward to.

  • The total number of pending queries of the customers.
  • The total number of questions resolved.
  • The average time taken to process & resolve each query.
  • The total number of tasks for each customer service team member.
  • The overall cost per task.
  • Net Promoter Score
  • Percentage of tasks overdue.
  • Customer satisfaction score.

Every company is different in its ways, and so is their way of working. Hence, each business would have varied KPIs to look forward to.

Bonus: Here are some of the best ways to improve customer service as suggested by Mercato.

3. Integrate Modern Softwares To Ease, Your Load

Artificial Intelligence has taken over eliminating the manual efforts. With relevant software, you can save enough time and utilize that time to plan and execute other essential operations. For instance, the customer servicing team initially used to sit in a room addressing your queries on rotations. The tables have turned, and you can help your customers by reaching out to them via emails or chatbots.

By thoroughly identifying and reviewing their customer service process, businesses can determine which software they need in order to increase the productivity and efficiency of their teams.

Here are a few software’s that you can consider using to enhance customer services.

  • Self-service trackers.
  • CRM software to efficiently manage customers.
  • Chatbots or live-chat plugins.
  • Workforce training and development tools.
  • Customer analysis tool.
  • Tools for internal communication.
  • Email tracking tools.

4. Evaluate The Channels of Customer Service Process

Identifying the channels involved in the entire customer service process is essential because not all the queries of the same can be addressed quickly, and you must know several other ways to help your customers out. For instance, if your customers are facing hardships in logging in their respective accounts, then they can ask them to visit the FAQ page on the site for further assistance. But if the customer has made the payment against a shipment and hasn’t received it yet, then you must know how to handle such situations patiently, keeping the trust of the buyer intact.

The customer support team has to be in regular contact with all the operational teams within the organization in order to help the customers in resolving their queries.

5. Keep a Regular Check on the Customer Service Process

In order to provide excellent user experience and after-sales services to your customers, it is highly recommended to pay close attention to your customer service process. Continually checking the same is one of the best ways to ensure no lag in the entire service process.

However, the process cannot stay the same as it has always been. With the evolvement of the latest technologies and software, you have to adjust and alter your customer service process to stay updated and cater to the needs and wants of your ultimate customers.

Also, customers’ demands are constantly evolving, so determining ways to satisfy those demands of the customer to its fullest is the ultimate goal of the team.

Conclusion

In order to satisfy the ultimate customer to the fullest, the need and importance of customer service comes into the picture. The process can be a bit complex, but following the ways mentioned in the article will help you provide excellent customer service. It is essential because if your customers are satisfied with your services, they are more likely to recommend your brand to their peers.

Joydeep Bhattacharya is a digital marketing evangelist and author of SEOsandwitch.com. He is a regular contributor on publications like Wired, SEMrush, Ahrefs, Hubspot and several other sites. 

Customer service stock photo by Brian A Jackson/Shutterstock