SME Tips: Use Customer Service as a Marketing Strategy
The CEO of Amazon, Jeff Bezos once stated that “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful”
Customer service is basically the support you offer your customers or potential customers/referrers. It covers a broad range of touch-points between your customers and your brand, it is not confined to just speaking on the phone directly to your customers anymore. It could be the FAQ section of your website, your video and payment guides, etc.
Here are some tips to turn your customer service into a powerful marketing powerhouse and benefit your business.
Make it Easy for Customers to Reach Out
We at MatDespatch deal with an enormous amount of data and numbers every day with our customers. The first thing that stands out when you visit our website is the live chat service we offer to our customers and potential customers. Many companies have lowered their reliance on customer service via telephone, like MatDespatch, increasing efficiency and interactions are better documented. We also utilize multi-language helpdesks to talk to our customers to streamline communications and empower customers to resolve issues on their own and save precious time.
Solve Problems Quickly
Have a dedicated team to address issues efficiently according to your business needs. Customers will appreciate it if you are the first and last point of contact to solve their issues. Don’t let them wait too long or take them on a trip to solve problems — the important task is to offer ease to your customer’s frustrations. If you this right the first time, your customer’s confidence in your will surely increase and there is a chance that you retain them longer.
Ask For Feedback
The important of getting customer feedback is sometimes overlooked in SMEs when dealing with customers directly. Granted, not everything is going to be great news, and most times there are no feedback to be given, but when you do get them, feedback helps you to create a connection with customers and build a better customer profile for your business. This can be channeled into your marketing efforts, making your ads better, your copy-writing stronger, etc.
Monitor Your Social Channels
Don’t be the last to know about anything that’s being said about your company or brand. There are plenty of tools online to help you consolidate your many, many social media channels. Some even help you to post with some sort of unified voice (we wrote about it here) so take advantage of the tools available online and reach out when necessary.
Again, to quote Jeff Bezos “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.”
According to research, it’s easier to get business from existing customers compared to new ones so it makes perfect sense to have a well crafted and unified customer service experience, after all your customers are the best ambassadors for your brand, big or small.