2020 started strong for numerous industries across the country. Unfortunately, COVID-19 has left many business owners wondering how to keep customers purchasing goods and services in the age of social distancing and quarantine recommendations. For customers, many question if companies are not only open for business, but how will they work out any concerns in a timely fashion? Having a supportive, knowledgeable, and readily available customer service team now, more than ever, will build your customer base, provide the reassurance consumers crave currently, and grow your brand equity for years to come.
As many enterprises are currently overwhelmed by customer support inquiries, this is affecting timely and efficient responses. Many are also experiencing a lack of staff to provide knowledgeable answers. However, with proper preparations, companies can rise to meet consumer expectations – even during this global pandemic we are currently navigating. Still on the fence as to why a strong support team is imperative for business success? Read on, and we hope to convince you of its’ importance.
Let’s be real; demand has dwindled. Consumers are not purchasing as frequently or spending frivolously. Note that while you can acquire new customers during quarantine, it’s not easy. It is, therefore, essential to employ strategies to retain your current customer base. People like doing business with companies they feel the warm and fuzzies about. Respond quickly and in a kind and understanding tone, and be rewarded with customer loyalty. If you’re looking for reliability in terms of cash flow, then it’s imperative to be reliable to those already purchasing from you. Therefore, while it can cost you time and money, providing excellent customer service is essential for business success.
Reduces Turnover Costs
All companies know good help is hard to find. Did you know customer service teams that feel empowered and important, actually stay with an employer longer? Knowing they have a direct correlation with customer satisfaction quickly boosts employee morale. Educate your staff – make them feel important and needed. Their confidence will in-turn, reflect how they respond to customer concerns. This promotes customer trust and creates a positive experience, all while reducing employee turnover.
A happy customer will recommend your business to others. It’s as simple as that. A word of mouth referral is the best referral of all – it’s free, and they already have a positive outlook on your brand. Creating a positive experience for customers encourages loyalty and repeat purchases.
Establishes Market Share
Unfortunately, not many businesses make it to their tenth anniversary. A vital component of this is ignoring customer needs. If you are not going out of your way to please consumers, expect a dwindling potential for longevity. We understand – you have many obligations at this time, and the worries are omnipresent. Take a step back and a deep breath. Focus on the core of your business – your customers. Like it or not, there is no business without them
Tips for Business Success During the Coronavirus Pandemic
We’ve reviewed why customer service is the key to business success. Now the real challenge is how to ensure a stellar customer service experience during this pandemic. Here are some tips to help shape your business plan:
- Be honest about wait times. Whether via phone, email, online chat, or text – it is crucial to set a customer’s expectation from the start. True, it will upset some if the hold time is excessive, but not knowing how long a person will be waiting for assistance creates uneasiness and uncertainty for all.
- If a consumer needs to talk with a live agent and they must experience a hold time, give them an option to receive a call back when it’s there turn in the call queue. Allowing them to get back to their daily tasks quickly creates a less irritable and anxious customer. Be sure to call back during the time frame stated to avoid any negative connotations with your business.
- Notate, notate, notate! Nothing frustrates a customer more than having to restate details when passed to a new customer service representative. It makes them feel unvalued and disrespected. Companies should know a customer’s name and their issue before they move him/her to another agent. This makes them feel like their problem is taken seriously and will be easily resolved.
Ready for a Better Way?
There’s no doubt that customer service plays a crucial role in business success. Now, more than ever, going above and beyond for your customers will create a positive brand image that will last for years to come. Be understanding, be kind, and be ready to resolve concerns. A satisfied customer will go a long way to ensure the survival of your business once the COVID-19 threat is eliminated, and we get back to business as usual. Take it from us – since 2010, Payment Savvy has provided custom, innovative, and secure payment solutions for merchants across the country. If you’re ready to experience a better way – both in terms of your customer experience and the payment platform you utilize, give us a ring. Pandemic or not, we’re here and ready to answer all your questions.