We often hear “The customer is king”, but is this also the case in your company? You serve your customers in the best possible way. After all, you know your customers inside out. They receive personalized e-mails, can participate in a loyalty program, receive information about the latest collection or the best discounts. Just what your customer wants. But have you ever thought about the added value of a good customer service? Because this too plays an important role in creating a positive customer experience. It is also the way to distinguish yourself, positively, from the competition.
What customer service says about a company
Customer service, we all have to deal with it at one time or another. And, really, it says a lot about how a company works or doesn’t work. Therefore, the image a customer has about a company can quickly change positively but also negatively after contacting customer service. How were you treated? Did they take time to listen to your story? Were they willing to help you? Or were you unable to get in touch with customer service at all? Were they patient or gruff? These are all questions the customer may ask themselves after contacting customer service. What you want is for the customer to rate your customer service with a 10, or at least a 9. But how do you do that?
5 tips for perfect customer service
It is clear by now that a good customer service is important. But how do you make sure that your customer service is well reviewed by your customers? How do you create a positive added value with your customer service? Make sure the customer can get in touch with your company in different ways, such as mail, phone, social media or a chat function on the website. But also consider the following points:
- One central point
To work as efficiently as possible and to ensure that nothing is overlooked, it is wise to choose one central point where you have all the issues from different channels together. - Switch quickly
Make sure the customer gets a quick answer to his question or problem. The faster it is solved, the more satisfied the customer. Of course, the manner of solving and the outcome also influence this. To be able to switch quickly, it is advisable to ensure that your team is perfectly attuned to each other. - The customer is king
The customer is always king. So the customer is always right. Think along, be friendly and surprise the customer where possible. Did the customer receive a broken sweater? Send a new one and include a small surprise gift. In addition, it is also a small effort to speak to the customer, offline or online, with a smile. - Make use of your knowledge
How pleasant is it for the customer if you, as a customer service representative, know all the ins and outs about this customer. What does the purchase history look like, are there any outstanding coupons or what is the home address? All this information ensures that you can not only help the customer better, but also faster. In addition, the customer will be surprised that you know so much. - Receipt confirmation
It seems so small and trivial, but let the customer know at all times that you have received his question. Whether this is via the chat box, email or social channels. Always send a receipt, that way the customer knows the message has arrived. The best thing to do would be to indicate in this receipt how long it takes on average for the issue to be taken up. Is it “we’ll get back to you as soon as possible” or “we always answer your question within 24 hours”? One thing is certain, make sure you always keep your promises.
Belco, the ideal solution
tritonX has a link to Belco, which we believe is the ideal customer service tool you want. This link makes your organization’s customer service department a lot more efficient. When a customer contacts you, no matter which channel, the customer data and other information are immediately visible. This allows you to help the customer better and often you can also work more efficiently.
Experience with Belco – Van Dijk fashion store
We are happy to share the experience of one of our customers with you. Fashion retailer Van Dijk has been using the Belco customer service software in combination with tritonX for about six months now.
“At our customer service, customer questions came in very fragmented on all different media such as phone, whatsapp, chat, mail, facebook and Instagram. It was definitely not efficient and convenient to have all different devices to answer.
Many customer service tools have links to webshops so customer data can be viewed within the customer service tool. The great thing about Belco is that they have an interface with tritonX. This also provides insight into offline customer data. It ensures that our customer service can switch omnichannel. We can communicate with customers much more effectively, provide a high level of service and help the customer immediately. It saves time and provides structure internally. We can really help customers better and more effectively on their way.
It is great to see the most recent transactions, order number, purchase location, cost, customer number and name immediately when a customer contacts us (through any channel). In addition, the points score and/or coupons from our loyalty program are also immediately visible.” Kevin Pilasky, e-commerce manager.
Using customer service to improve your business
What are some questions you see coming up again and again? See if you can do something with this, because you will catch two birds with one stone. Suppose you get a relatively frequent call asking whether you can return your order if you no longer have the receipt. Then it’s a shame not to do anything with it. Make sure you take at least these two actions. Action 1: Make sure that this question is placed at FAQ on the website. If the customer finds the answer here, he does not have to contact customer service. This gives customer service more time for other questions and the customer is helped faster. Action 2: Make sure you mention the benefits of, for example, a customer account when answering FAQs. For example, indicate that both purchase history and receipts can be found in the account. This increases the chance that customers who do not yet have a customer account will be persuaded to create one.
Need help?
Would you like to improve your customer service? Or are you curious about the possibilities of linking Belco to tritonX? Don’t hesitate to contact us. We are happy to discuss the possibilities with you. Please contact Ad Umans at ad.umans@2factors.nl (0031 6 549 372 09).
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