Sure, you know everything about the importance of customer service. A business that doesn’t show them some love will quickly run out of customers – and especially in our days where the Internet won’t keep anything a secret.
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It’s important to make sure that there are good words about you out there but, at the same time, you won’t be able to edit the online world for bad reviews either. Luckily, there are other ways to step up your customer service game and make it a bit more likely that they only praise your hard-working startup.
Here is a handful of ways to make it happen so that you can deliver high-quality service each and every time. It’s the kind of stuff that makes them come back for more.
Make it easy for them to communicate with you
That the customer service should be good and on-point is something every business knows, but it’s also important to make sure that they have multiple ways of getting in touch with you. Not just through social media, though, but also through a 24/7 phone line, an online chat on your website, and a regular email address.
Way too many small businesses lose touch with their first customers because they stop communicating. If you’re not talking to them, you’re not listening either – and they won’t be able to tell you what’s missing or what you happen to be doing great.
Your earliest customers are, after all, the ones you have up to 70 % chance of re-selling your products to as they know your quality and service. Don’t allow this to drop, in other words, and make sure that they’re more than happy to return.
Social media, for example, is a great way to keep the channels of communication open and even public to everyone else. Let them reach out to your Twitter or Facebook profile if they have a problem, and make sure you have someone there to answer their questions as soon as possible.
Invest in your customer service team
This is one of the biggest challenges for startups as they simply don’t have enough resources to hire and train an entire customer service team in one go. Giving an existing employee the responsibility of handling the customer service is not the best idea either as they won’t have any training – and you certainly don’t want to skimp on this part.
Outsourcing the task is an option that most startups choose and for good reasons. They’ll get the advantage of having a whole team to back them up, minus the costs of training. Another option is, of course, to use customer success software in addition to having just a couple of customer service employees in-house.
It just makes it a bit easier to stay on top of the communication with your loyal and new fans, without all the hassle of spending precious money on training a large team. It’s the kind of stuff that will give your startup the running chance it needs regardless of the feedback your future and current customers have.