While many customer retention strategies focus on creative incentives for customers to continuously patronize a business such as discount codes and referral programs, customer support measures are often overlooked. In reality, customer retention is one of the most important factors that determine whether an individual will remain with a business or not. Poor customer service practices can even permanently turn a customer away if not addressed.
Fortunately, there are a number of practical ways to configure customer service to ensure customer retention, some of which are as follows:
- Chatbots: When customers visit your business website, whether to make an immediate purchase or otherwise, it is likely that they might have a query or question. Traditionally, a customer would send an email to the business in question and receive an answer. However, with the fast-paced nature of the internet today, customers do not have hours or days to wait for a response to such issues. If they cannot get them resolved in real-time, they will likely take their business elsewhere.
This is why it is important for your business to have a dedicated chatbot on your website. A chatbot is an AI-powered tool that responds to customer questions in real-time as though they are speaking with an actual person and gives answers to common questions and creating referrals for issues that cannot be immediately resolved. By doing this, customers can deal with their immediate queries immediately without going elsewhere.
- Dedicated customer service system: Customer service is not just a customer service email to respond to queries or even a chatbot. Customer service is supposed to be a dedicated ecosystem for customer issues that includes multiple communication lines, existing data, and a streamlined process of dealing with various queries. This sort of dedicated system offers benefits not just for the customer but for the business as well.
For example, case resolution time can be 50% faster with a properly configured customer service system. This means that for the customer, their issues can be resolved faster and for the business, this means that the process of resolving customer issues is made easier. It also helps to ensure customer loyalty as it creates trust in the customers’ minds that they can get speedy and efficient issue resolution.
- Troubleshooting tools: Most customers do not enjoy having to reach out to a business’ customer service and often do so because they are unable to solve their issues themselves. However, many customer service complaints can be solved by the customer with the right information.
To ensure this, make sure your business website has a dedicated FAQ page as well as a troubleshooting section that gives solutions for small, common problems. This reduces the amount of time that customers have to spend getting their issues resolved.
Customers gravitate to the businesses that make the process of making purchases as easy as possible and this includes inquiry and dispute resolution. The above steps will help in configuring your customer support to make sure that new and existing customers remain with your business.