Good customer service is a no-brainer for anyone who wants to establish their business in the market amidst the ongoing competition.
If you are someone who has just started a new business or has a small business but wants to expand, you should understand the importance of providing top-notch customer service. It isn’t just about pleasing the customers, but about building an image of trust and fostering real relationships with them.
Good customer service includes valuing your customers, providing correct information, and learning from your mistakes to provide a better experience.
Given below are some of the tips you can follow to help your small business flourish through customer services.
7 Customer Service Tips for Small Businesses
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Staying Active on Your Business Page
The factor that collaborates the most is being active on your online business account. Whether you have maintained your business on WhatsApp or Instagram, or any other online platform, you should be active on that. For any query a customer asks, fast replies are important.
The reply should not be more than 10 minutes late, otherwise it shows unprofessionalism and inconsistency. You should mention on your “About Us” page the timeline you will be active on so that customers can reach out during that timeline.
Being consistent is what will make your business look good and, in turn, improve customer satisfaction. The active response allows businesses to know instantly the problems their customers are facing and will help them resolve them.
For reaching out, customer should be sure about where they can contact. It can be chat support on the website, a number for calling (for those who seek to talk), or social media to get in touch. Either way, the customers should be sure the place of contact is active and reachable –this won’t leave them annoyed.
For instance, the internet provider Optimum in the U.S. has specifically stated a calling number for its Spanish customers. So, those people who are comfortable communicating in Spanish can call the Optimum Spanish number for help and support with their internet issues and queries.
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Take Customer Feedback Seriously
For small businesses and new startups, getting critical comments can help the business grow positively. You can take customer feedback through feedback forms, surveys, direct messages, and review comments. This also helps in recognizing the patterns of where your business is doing wrong.
Feedbacks also help in making correct decisions, improving the quality of your brand, and above all, learning from the previously made mistakes. Your support employees learn to understand your customers, what products from your brand they like the most, and whether they are satisfied with your service. It also shows customers that you actively listen to their advice and complaints, which builds customer loyalty.
For example, Udemy worked on understanding its customers deeply. With some simple survey forms with questions like “how do you find out about Udemy” led their marketers to distinguish the channels that will work for them in marketing. Meanwhile, understanding customer satisfaction metrics helped them improve how they deal with their customers.
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Establishing a Good Customer Relationship
Making your customers feel heard, fulfilling their demands, and being honest with them about your products will help you build a good customer relationship. This practice will also make them feel valued.
Good reviews and feedback will help increase your brand’s reach. Showing empathy and genuine care towards customers’ problems or solving their brand-related complaints is a must for building good customer service.
It will also eliminate the chances of ruining your brand’s image since making errors is a part of human nature. But acknowledging those complaints from your customers and correcting them is what makes a person feel valued. To build a trustworthy business, it is important to treat your customers with respect.
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Use Multiple Online Platforms
If you want your business to establish itself well and reach your audience, keep in mind that you have to be available on various social media platforms. The online platforms include Instagram, Facebook, Gmail, WhatsApp, and others. You should also give an active phone number through which people can call or SMS you.
If managing multiple accounts overwhelms you, you can start with the 2-3 most popular platforms first and then promote your brand on other platforms. Many statistics have shown that most of the customers prefer calling to get instant answers while other prefers contacting on social media.
This practice will help you maintain good customer service and help you promote your brand.
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Use Automation Tools
If you want to save time, using automation tools like chatbots is the most effective way. These automation tools are AI-integrated and can answer the repeated questions in seconds to customers. For example, you can use them to give tracking updates to the customers, basic information on your product, and other simple queries. This will help you improve efficiency and provide convenience.
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Keep an Eye on Your Progress
Every business should analyze its progress; does the support team benefit our customers? It is important to make your customers feel heard, and your progress report will show the level of satisfaction that customers feel with your service and support.
You can measure your progress by looking at the insights of your brand’s account. These insights may include the number of positive or negative feedback you have received, whether your availability time matches most customers’ time, and the level of customer satisfaction you have.
If you think your brand is not doing well, look at the progress you can make with some changes, for example, changing the time of your availability to when the most customers are active, etc. It will boost customer satisfaction and increase your brand’s value.
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Use Tools to Boost Work Efficiency
To make your small business successful, working efficiently and smartly is key. To improve efficiency, you should use the right tools. These tools will help you support the customers through teamwork and collaboration. It will also enhance your productivity, which results in an effective work routine.
You can use collaborative software or apps to respond to your customers and resolve any issues they are facing in a shorter time and more professional way. Various other tools, like a CRM system, can also be used to communicate in a better way and to stay productive.
Last Words
Customer service is vital to businesses of today, especially if they are small businesses – for the customers are what makes a business and have the power to break it. By following these simple, effective tips, small businesses can make a strong base for their operations, sales, and brand image.
