The main reason for starting up a business is to satisfy the demands of a customer, now for you to have the maximum success and growth you desire, you will have to provide a tangible and consistent product or service that meets the demands of this desired prospect or potential customer. After providing a tangible and consistent problem-solving product or service for your potential and desired customer, the next thing is to create a strong strategic method of sustaining and maintaining a customer after purchase a good or service, and also make them loyal to you, because it is the customer that has the final say about your product or service, whether it is good or bad, and remember making sales is not the most important thing, the most important thing is to retain a customer after he/she purchases a good or service. This is where digitalization comes in, today in the business world customers use’s multiple digital channels to connect and communicate with businesses across the world, so businesses today are improving and upgrading their customer service digitally to also connect, communicate and provide maximum satisfaction to their customers around the world.
So in this article, we are going to learn 10 strategic ideas to properly digitize the customer service of your business.
1. STRATEGIZE AND MODERNIZE THE CALL CENTER.
A mobile phone is one the digital channels a customer can use to connect and communicate with us anywhere and anytime they need our service or if they want to know more about a product or service or better still our brand, so as a business that wants to be of great value to their customers, you have to be flexible enough to create a modernize call center for your business. This means that you have to create a room for customers to easily connect and communicate with you through a quick phone call.
2. MAKE YOURSELF AVAILABLE TO YOUR CUSTOMERS 24/7.
For you to completely satisfy the total needs of your customers, you have to make yourself available, right at the fingertip of your customers. Make it easy for customers to quickly connect with you whenever they need you, through different digital cloud-based communication technologies and platforms, such as calls, SMS, instant chat, emails, etc. you can also make your customer service representatives or agents available in different countries across the world, to help meet the needs of a customer anytime anywhere.
3. CREATE A ROOM FOR CUSTOMER SELF SERVICE.
Yes, make it easy for your customers by creating a room that allows them to self-serve. When your customers find out that they can easily resolve issues with your product or service by themselves anytime and anywhere they are, it makes them feel confident and comfortable with your product or service whenever they are using it. You can do this by doing some findings or research on the repetitive service request and complaints of your customers and creating options in multiple channels, such as mobile SMS and mobile apps that allow customers to perform a service on their own, and also remember to always give feedback to your customers whenever they perform a self-service option.
4. CREATE A CHANNEL FOR FREQUENTLY ASKED QUESTIONS [FAQ].
Improve the experience and understanding of your customers, by creating a platform or channel that provides tangible, easy, and simple answers to the frequently asked questions [FAQ] of your customers. This helps customers clear their doubts, improve their knowledge, and not to be confused about your brand in the market or industry. You can start by doing quick research and put together the top most asked questions with responses and make it ready and available for your customers in your platforms or channels, such as websites, social media, and mobile SMS.
5. CREATE A CUSTOMER COMMUNITY PLATFORM.
Create a customer community platform where your customers can engage with you, share and communicate their ideas and learn from their experience with your product or service, for example, Facebook or LinkedIn group. Creating a community that promotes your product or service is a nice method of getting credible feedbacks from your customers on your product or service. Creating a community will provide a solution for your product, service, or brand to be at the top of your customer’s mind. Now for you to get the most out of your community platform, you will have to get a good manager that can produce and share credible content and also manage the platform effectively
6. STREAMLINING MULTI-CHANNEL COMMUNICATION.
The way customers are approaches a good or service nowadays is seriously changing. We are in an era where customers search, observe, and purchase a product or service with just their mobile phones. This is one of the reasons why instant messaging apps have become the order of the day for public and private, personal, and professional communication. Today customers are connecting through different platforms such as website, mobile app, and social media, so for you to be able to solve their problem and meet their demands you have to also connect, communicate and engage with them through these platforms.
7. ALLOW CUSTOMER SELF-CUSTOMIZATION.
This idea actually depends on the type of product or service you are offering. This means that you should create a platform that allows your customers to organize, personalize, and customize a product or service in a way that pleases them before they actually purchase it. Product customization is a very convenient way to successfully serve and satisfy the needs and demands of a customer because the way customers want their product or service sometimes may differ. Product customization gives a customer an impression and feeling that the product or service is made for them alone.
8. CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE (CRM).
A customer relationship management software, is a software system that allows your business to properly manage, store, organize and analyze the relationships, data, and information of customers from one central database and make it available for individuals to have quick access to it in real-time. For example CARROTSUITE, carrotsuite is a software that helps you to track and monitor the behavior of your customers, inform you about what customers are checking out, what they click, and their actions. This software also helps you manage and organize the entire face of your business, such as HRM, CRM, ACCOUNTING, LOGISTICS, DOCUMENTS, MARKETING & SALES, PROPERTY MANAGEMENT, and more.
9. MONITOR THE TOUCH POINT OF CUSTOMER CONTACT.
For you to constantly control and improve your customer service, you have to keep a monitoring eye on the various platforms and channels that your business users to communicate with its customer because most times customer is confused with most of these digital platforms and channels, so you have to identify and know the platform’s customer is finding it difficult to communicate with, design and customize it in way that your customers can easily and quickly connect and communicate with you.
10. EQUIP YOR CUSTOMER SERVICE AGENTS WITH INFORMATION.
In order to produce and provide maximum customer satisfaction, you have to train and prepare yourself, your team, and agents across with tangible and credible information about your brand in the market and industry. One solid way to do that is to completely digitize and automate the support center or customer service center of your business, secondly train yourself, your team and agents on how to use the necessary digital technologies and platforms, and then equip and provide for yourself, your team and agents with all the necessary information about your customers and also about your product, service, and brand.
For you to properly and completely manage your business and provide maximum satisfaction of your product and service to your customers, you have to employ and adapt to the new and updated digital world. Digitize and automate your entire business and make your customers happy and satisfied with doing business with you.