As a successful business, you probably put a lot of effort into improving your customer service.
And the world is taking note. In fact, 81 percent of Americans report that they are either satisfied with customer service or the service exceeds their expectations. And 67 percent of people worldwide believe that customer service is improving as a whole.
Yet, even with these promising statistics, you shouldn’t rest easy. Improving customer service is a journey, not a destination, and you should always be working on new, innovative ways to make the customer service experience better for your buyers.
One of the best ways to do that is to improve your inbound customer service experience. That is your call center experience.
Even though there are a lot of ways to reach out for support these days, most customers still prefer phone support over any other medium.
In other words, your call center support is very important.
So, how do you go about improving it?
Check out these tips to find out!
1. Hire the Right Call Center Outsourcing Partner
Having excellent inbound customer service all starts with hiring the right call center outsourcing partner.
When hiring a call center outsourcing partner, you want to look for a company that:
- Is the right size
- Can handle all of the support your company needs (ie, 24/7 support, emailing, online support, etc.)
- Has the same company values as your organization
- Has the capability to train employees who will be knowledgeable enough to interact with your customers
While this may seem like a tall order, companies like that certainly exist. This article from Ameridial explains how their call center customer service solution has helped many companies just like yours.
2. Offer Multi-Channel Support
As we said earlier, most people prefer interacting with customer service representatives over the phone.
However, this doesn’t mean that phone calls should be your only option. In order to offer the best inbound customer service possible, your company should have multi-channel support.
This includes phone, email, and online support. This way, your customers will always have the option to choose which method is the most convenient for them.
3. Add a Personal Touch
One of the biggest gripes people have with customer service is the feeling that they are talking to a robot when they call in. More and more people these days are expecting a personalized experience when they call customer support.
In fact, a recent study discovered that offering personalized care had the most impact on how the customers rated the support.
Of course, you likely don’t have the means to have a representative for each customer who can keep track of their pain points and desires. But there are plenty of call center software programs out there that can help you do just that.
These programs can keep track of names, call logs, chat transcripts, and more so you can offer the best experience to each and every one of your customers.
4. Exceed Expectations
Last but not least, you want to make sure you do more than meet customers’ expectations. Every time you interact with inbound customers, you want to make sure you are doing everything you can to exceed their expectations.
There are many little things you can do to exceed customer expectations, but one of the best things you can do is listen to their feedback.
By listening to customers’ feedback when they call in, you’re not just addressing their pain points. You’re also showing them that you value their opinion and that their voices are heard.
By following these tips, your inbound customer service will improve in no time!