What Does Customer Service Mean To You? Examples & Tips to Improve
Every business has its own meaning of good customer service but it’s highly unlikely that they all practice the right methods.
According to Investopedia’s definition of customer service, it is a process that assures a customer’s level of satisfaction with a product or service they paid.
Customer service means the experience you provide your customers before and after doing business with them. This includes purchasing your product, using it and then providing feedback to you.
Is Customer Service That Big of Deal?
“89% of companies now expect to compete mostly on the basis of customer experience.” -Gartner Research
Customer service has a huge impact on your business — it is cheaper to retain your existing customers than to find new ones.
In fact, acquiring new customers can cost you up to 7 times more than retaining your customers!
Did you know? Bad customer experience is the key factor of churn.
According to the Small Business Administration U.S, 68% of customers are reported to leave due to the poor treatment they received from the support staff.
Don’t be like them!
Netflix Setting Customer Service Example
Netflix is a popular paid premium quality content, original web series/movies, and television/movie streaming service.
As a customer myself, Netflix is undoubtedly one of the best service providers in terms of customer experience and product help.
If you visit their help page, you can easily see what I am talking about!
From getting in touch with live chat support to calling a support representative to request your favorite content or require help with something that isn’t there, the website has everything a customer would probably ask about.
Netflix knows how to stay in the game, thus provides ‘1 minute response time’ to its customers for both, call and chat supports.
So if you are in search of the answer to “What does customer service mean to you?” Netflix would be self-explanatory for you.
Customer Service Automation
A chatbot is capable of handling all of your customers at once. This saves your live chat support time and costs to a great extent.
If you are skeptical about the results of a chatbot catering to your online customers, you can read about tons of successfully running chatbot reviews online.
Read: How Botsify enabled Pakistan’s Life Insurance Pioneer to engage 11,500+ customers online
How to Choose to The Right Platform?
Botsify provides a comprehensive self-service as well as Premium service platform where you can create a chatbot, customize it with multimedia and several in-app integrations, for your website and/or Facebook.
- You can create multiple chatbots, each one of them will have multiple scenarios your chatbot will respond to your customers and take the burden off of your customer support team.
- You can respond to your Facebook comment via your chatbot as well.
- In case you want to jump in and rescue your chatbot when it fails to respond.
A Few Tips To Improve Your Customer Service
1. Share Your Customer’s Feedback
Did you know?
Companies can actually derive product innovation ideas out of customer feedback.
Some startups encourage their customer support staff to present these ideas in company-wide meetings.
2. Provide them a Personalized & Friendly Service
Every customer wants to have a human, friendly and personalized experience while interacting with a customer support representative.
Similarly, if a chatbot is engaging, funny and humane, customers will more likely to interact with it. This will give them an idea of being cared for.
Similar to this: Create a Customized, Branded Chatbot with Tips to Chatbot Branding
3. Take Customer Feedback, Always!
Set up a system that takes customer feedback at the end of each customer-agent interaction. Make a quick quality survey that can be filled within a minute or two.
This feedback will help you improve your service quality as well as keep a track of customer’s expectations from your brand.
Botsify also provides conversational forms for your support chat.
Want to learn more useful tips to improve your customer service game?
Read the full article what does customer service mean to you & how to make it great? here.
