Types Of Customer Service: Give Your Customer The Best Care


Customer Experience (CX) is one of the most important aspects of any business. If you provide excellent service, you will keep your customers happy, and they will be more likely to return. If you provide poor service, you will lose customers, and they may never come back.

When we’re asked what’s the key to giving the best service, the answer is simple, but not what you may think. In order to give the best service it’s most ideal to give the customer the options they want, but when all else fails, you need to make sure they love the options you’re providing. As long as you’re fast, accurate and appropriate in your responses, you are delivering your best customer experience.

In this article, we will focus on the channels available for delivering customer experiences. The channel is the way by which the customer contacts you, or reaches out for help. We will list these from most expensive to least expensive to maintain.


The Lost Art of the Telephone

If you want to stand out, offer a phone number and allow real humans to pick up your calls. But not any human, a human with answers to your customer questions. Many businesses shy away from offering phones, because it’s expensive. You’re staffing a person “just in case” the phone rings and while calls are virtually unpredictable, not staffing enough people could result in long wait times which may damage your brand.

Still, telephone service is an integral part of any business. It provides a direct link between the customer and the company, and it can be a powerful tool for building customer satisfaction. So long as you’re aware of this, you can decide if it’s best to offer limited phone hours and allow your team to focus on a different channel that’s not real time to fill up the spaces between calls.


Virtually, Face to Face

When the pandemic was at its peak, the biggest concern we heard about was providing an experience that felt like you were face to face with the customer, but in a virtual world. Many beauty brands were tasked with finding ways to match shades, and give consultations from photos while in store shopping was not an option. The best solution for this is via screen, or through a video conference.

Face-to-face service is often considered the most effective as it allows for direct communication and immediate feedback. It can reduce returns and improve overall customer satisfaction with your brand.

In addition, face-to-face gives customers a chance to build a rapport with company representatives, fostering loyalty and trust. It should be a top priority for any business that wants to provide the best possible experience for its customers. When you can’t physically be in front of your customer, get in front of them virtually.

Another win with virtual meetings is that these sessions can be planned. Instead of staffing people just in case they’re neededm you can staff them just in time.


Good ole Messages (Chat, SMS, Messenger, Email)

In today’s world, communication is literally at our fingertips. Gen Z has required that we exercise our fingers as a way of staying in touch. This practice has expanded beyond personal relationships and are now in demand for business communications.

Chat is a two way communication tool that is almost expected to be real time. Chat can have a fairly long handle time, depending on the issue. However, the best part about chat is that in most cases, an agent can handle more than one, allowing your business to service at least two customers at once. SMS has an expectation for a near immediate response and is best for FYI’s and quick updates, but wouldn’t be recommended for in-depth conversations. Think of shipping updates, statuses, order tracking and links to sign into an account or reset a password. SMS tends to have a shorter handle time, making it pretty efficient.

Messenger has a longer acceptable response time than SMS, but promptness is till valued. It works well when the customer is communicating with you via a social media platform or an app that supports simple international communications.

Email is the most patient of them all and it's what we all are very used to using for so long. Customers can send a direct message to your business and has an expectation that you reply back within a day or so (obviously sooner is better).


The Best Channel for You

Customers who don’t love technology, will love phones. They’re likely not to enjoy self service and fully believe that’s what you're here for: to provide service…. And they’re not wrong. Deciding which options you will provide to a customer depends wholly on your product or service and who will buy from you.

By providing prompt and efficient service, companies can show their customers value their business. For every company, email should be a staple, everything else just makes things that much better.

If we can offer any advice, just make sure you have a way of tracking customer communication across all channels both quantitatively and qualitatively. It matters, especially if you plan to scale.


Conclusion

So, whether you’re providing a service that’s easily replicated by your competition or one that’s unique and customized for each individual customer, it’s important to give them the best care possible. That means having representatives who are well-trained and knowledgeable about your product and services, and who can answer any questions customers may have. It also means going above and beyond to ensure customer satisfaction.

Word of mouth is powerful, so make sure your customers are singing your praises!

What channels do you offer customer service through? Why did you choose those particular channels? Let us know in the comments below!


If you need help deploying any of these strategies, set up your intro call today!