Customer service levels need to be set to a high standard, if you want your business to thrive. After all, it’s primarily what your reputation is built on. Every customer who interacts with and/or buys from you, will experience your customer service, at various stages along their customer journey.
If it’s a positive experience, it will lead to an increase in sales, client satisfaction, and more testimonials and reviews. But if your service levels are below standard, you’ll be struggling against a drop in sales, negative reviews and a severely dented business reputation.
What is customer service?
In Entrepreneur Handbook’s article on What is Customer Service? they state:
Customer service is the provision of service to customers before, during and after the purchase of any product. It is a series of activities designed to enhance the experience of the customers.
It’s every interaction and touch point a customer will have with your business – from becoming aware of you, right through to becoming a raving fan of your services or products.
So how can a Freedom from Tedium help you to achieve and maintain the highest level of customer service?
A Virtual Assistant (VA) is perfect for helping you to standardise and implement a high quality customer service experience for all of your customers. Here’s 5 simple ways that Freedom from Tedium can help:
#1: Automate your workflows.
We can help you to identify (and fill) any holes in your current customer service strategy. We can also ensure your strategy is systemised and automated as much as possible, so it’s consistent in quality and overall process.
#2: Get the right policies in place
It’s essential you have the right documents and policies in place, to help your customer make informed and conscious decisions. A VA can ensure you have the right privacy, terms of service, refund and exchange policies, as well as GDPR standards and data protection best practices in place.
#3: Help you manage wait times and faster turnaround to enquiries and complaints
When it comes to customer service, the quicker the response time, the better. As customers tend to reach out on the different online platforms, as well as via email and telephone, a VA can monitor them all for you and quickly respond as needed.
#4: Manage your customer service for you
Your VA from Freedom from Tedium can easily manage the bulk of your tasks, including
- Online chat support and FAQ
- Outgoing call support
- Answerphone monitoring and follow up
- Looking after your social media accounts
- Processing and posting out orders and handling refunds
- Managing your online groups
- Maintaining your customer and email databases
- Responding to complaints and inquiries from potential, existing and past customers
- Building ongoing relationships with your customers
- Gathering research, aftersales surveys and testimonials
- Maintaining your online website and online shop
- Creating enhanced automated email sequences for the different stages of the customer journey
Your VA can essentially become your customer service department for you – ensuring your customers and website visitors get access to the help and support they need, when they need it.
#5: Ensure the entire customer journey is addressed
Customer service isn’t just something that kicks in once a customer is buying something from you, and it isn’t limited to telephone and email contact. It covers all parts of the customer journey and in many different guises – something some businesses tend to forget.
Chron.com make no bones about how important customer service is, in their recent article:
Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public eye.
You need a concise, systemised and high level of customer service in your business, especially if you want long term business success. Because happier customers are more likely to buy more from you, share their success stories on and offline, and become your biggest fans and advocates – something that all businesses ultimately want to see.
If you’re looking to raise the standard of your customer service, or simply need someone to help you get more order to it, why not get in touch? Not only can we free you from any tedium you may have, we can also help get your customer service into shape – so let’s talk!
Image courtesy of AntonioGuillemF/DepositPhotos.com