Historically, a lot of businesses publicly strives and struggles to improve their customer support mistakes, mainly via customer service outsourcing, and were successful in building an empire by the lessons learnt. Today, customer service is indeed one of the most important success factors for any business, and for good reasons.
Today’s customers are smarter and more connected than ever before, having higher expectations from the brands they buy from. In the presence of an overwhelming number of options, they tend to switch to competitors faster if they don’t get satisfactory customer service from your business. In the online world, where everything goes viral, either good or bad, customer support mistakes can ruin your business instantly.
Customer support outsourcing is rising as a key solution to avoid customer support mistakes and to remain competitive.
Here we caution businesses, presenting the top 6 customer support mistakes that can ruin a business!
1. Inaccessible Customer Care Services
Many businesses, especially the small ones, are unable to make their customer service accessible 24/7 since it requires enough resources. However, this inaccessibility kills a business. Once the business is up, you must have means through which customers can be in touch with you immediately. Usually, businesses include means like customer support contact, email, feedback form, online chat and social media pages for the same. But it is not the end. These must be accessible 24/7. This is where small businesses usually end up losing their customers since they are unable to offer this facility to customers. Customer service outsourcing for small business helps here since outsource customer service let businesses offer 24/7 accessible customer support without incurring overhead costs.
2. Arguing with customers
If any of your customer service representatives argues with customers to prove they are wrong, it is going to be the biggest turn off for them. This loss of customer is often followed by a trail of negative comments and reviews that can add to further sales loss. Keep in mind that it takes 5 times the money and efforts to attract a new customer than keeping an existing one happy. Small startup businesses usually take the help of outsourced customer service companies to get professional customer representatives on-board to deal nicely with their customers.
3. Not Tracking Customer Records
Customer records are critically important for any business. Recording, reviewing and maintaining customers’ calls, queries, complains and feedback from different channels is a greatest business asset. It helps to personalize products and services in the long run. If you are constantly tracking customer’s previous history, it would help you spark up a conversation to let customer feel welcomed and more valued knowing you remembered. The same is applicable for emails. Don’t have sufficient staff or tools to track and maintain your customers’ record? Customer support outsourcing can help here too!
4. Rigid adherence to policies
No matter how complex this might seem, businesses treating each customer interaction as special and unique are on the winning side. Whenever a customer comes to you regarding anything, it is an opportunity to develop a strong and personal relationship with them. So instead of telling your customer service representative to always tell customers, “sorry this is our company policy”, how about helping them handle customers differently. However, make sure the exceptions you make don’t hinder the business but are flexible to accommodate the occasional requirements. Customer service outsourcing for business helps address this challenge.
5. Impersonal Messages
The modern customer of today indirectly calls this as “spam”. On a daily basis, we all receive unsolicited marketing messages and impersonal emails in our inbox. Customers don’t like uninvited and irrelevant marketing from the brands and this is a great turn off even if they can ever be interested in them in future. Today, every customer wants to be treated as special, and personalized customer support is a great way to achieve that. This is where outsourcing customer support is of great help.
6. Late Responses
Though all feedback may not be constructive, it is mandatory to make your customers feel important and heard. A customer cannot be annoyed more by anything than a delayed or no-response. If your customer support fails to give prompt response to their feedback, queries and complains, they would go somewhere else. A timely and effective response to customers is the key to business success. Also, it is one of the core competencies offered by professional and reliable outsourced customer service companies.
It’s tough to start a business, and even tougher to make it a great hit. Fortunately, by avoiding customer support service mistakes, you can make your business lucrative for a number of years to come. If you don’t have resources to develop an in-house customer support team, outsource it to Wow Customer support, a leading BPO service provider, known to build the best customer experiences by providing meaningful, personal and productive customer support.
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