Have you ever thought about how more complex our daily tasks are than we give them credit for?
There’re so many psychological layers attached to our day-to-day interactions, and yet we do not pay any attention to them anymore as we’ve grown accustomed to them.
Is it then possible to adopt the same mindset in regards to customer service and create a seamless customer experience?
We’ve sat down with our customer excellence advocates at OpsTalent. After a heated discussion, we came up with these seven examples of how to evaluate your customer experience according to real-life examples:
First impressions matter
When a friend or an acquaintance recommends a restaurant to you it can either be a hit or miss (but nor for the most obvious reason). You decide to visit the recommended restaurant on a Saturday evening, you expect to see many people having the time of their life and yet when you pull up you see an empty parking lot as well many vacant places in the establishment itself – you decide against going in as the situation at hand does not bode well.
The same can be applied to online approaches to customer experience such as self-service. Users need to see imminently see what makes these such a popular choice, and most importantly why they’re useful to them. A simple, inviting and always up-to-date support home page is an invaluable tool but it also needs to contain relevant content on more in-depth problems on additional pages.
We’re still open
Actions speak louder than words, which is why you not only have to speak about going the extra mile but actually prove to your customers that you’ll be there for them at any time – even if they’re a tiny bit late.
Embrace a positive culture by hanging out the “We’re Closed” sign later than the actual closing time. Reinforce it by implementing a company-wide rule, that all support teams need to help at least one more user before finishing for the day and before you notice, it will turn into a habit.
Customers will also catch on as they will notice their tickets resolved faster – a classical win-win situation.
Recognise good service
The amount you tip the person serving you is tightly connected to the quality of service. While tipping is not present in the world of customer service, it’s still important to give credit when it’s due by incorporating solutions enabling the customer to rate your consultants immediately after their customer experience while it’s still fresh in their memory.
Evaluate these customer ratings, recognise agents who constantly excel at their job and provide unique experiences to customers – distribute additional accolades if they routinely go far beyond their regular responsibilities.
The Best feedback is free feedback
Unfortunately initial feedback, despite being great is often just too basic to prompt operational change. Which is why free samples are so common throughout the beauty product industry as they are a great way to receive actionable feedback.
Implement a free sample policy, one which focuses on obtaining customer insight into your product but also over customer experience in regards to all stops on your customer journey. Boost support team morale by sharing positive customer feedback and use negative feedback as a catalyst for policy as well ass support procedure change.
Too many choices are overwhelming
When you need to do a quick grocery run to your local supermarket you just sigh with resentment. Because you realise, all too well that upon entering the premise you will be bombarded with vast options to choose from, thus turning a quick trip into a journey.
A similar problem recently appeared in the customer service field. Customers are experiencing issues when met with the necessity of evaluating the best way to get in touch with you. The problem gets exponentially convoluted depending on who the customer wants to reach. Do they intend to contact the technology, software or application group? How severe is their issue, is it Tier 1 or Tier 2?
Which is why it’s essential to properly define presented to your customers in a clear and simple format, taking the weight of “too many choices” of their shoulders and just letting your consultants do their work.
Don’t be afraid to guide customers
It’s pretty common for retail stores to push sales of certain products they have a surplus of by placing the product at eye level on the shelf and further reinforce it by setting up in-store displays.
Customer service solutions are not that different and can implement a similar approach by featuring their best support method across multiple digital assets as well as featuring it at a prominent spot on their web page. Furthermore, it’s possible to up the ante by pushing live chat on the main self-service page (the one covering basic topics) while keeping email and phone numbers on topic-specific subpages.
Public service announcements
We’re conditioned to react in a certain way to public service announcements, we take them seriously as they inform us of potential disruptive or even dangerous conditions happening near us.
Fortunately, you can condition your customers in a similar fashion. If there’s a major problem causing a system-wide support crisis let your customers now how will it impact the availability of your service but don’t stop there. Make them aware how you’re dealing with it, provide an approximate problem resolution time and most importantly, keep them updated when the issue extends or new issues are discovered during your troubleshooting efforts.
The only way to effectively acknowledge your customer’s problem is to inexplicitly show them you’re not ignoring it by providing a constant stream of informational updates and providing a fix.
There are more ways you can apply daily-grind schematics to customer support situations and we only covered the most obvious ones. However, the above vividly shows that you can guide your customers and consultants down a certain path, and in time turn it all into a habit.
Don’t be afraid to forgo traditional approaches to customer support in favour of anecdotal ones. Unique approaches, when reinforced by practical application of real-life experiences make your business more relatable – and that’s what modern customer service really is about.