Any successful business recognises that unless they pay special attention to and focus on client support, they will not be able to increase their sales. If a client is not satisfied with the service they receive from your company, they will leave.
What are some ways you can improve your client support strategies that will improve your bottom line?
Client Support Staff Skills
No matter how good your intentions are to provide your clients with the best support, if you don’t hire the right people, they won’t get the attention and care they expect and deserve.
As important as having the right tools are for your company to be productive, there is nothing that can replace human contact with your clients.
Some of the skills and characteristics your support staff needs are the ability to:
- Deal patiently, professionally, and consistently with all types of clients, including angry or demanding ones
- Handle issues, problems, or concerns in a timely manner
- Clearly communicate with clients to be better able to assist them
- Not take things personally when receiving negative feedback
Service Agent Training
It is up to your company to provide the necessary training to your client support staff. Not everyone is innately able to deliver personalised, professional, and capable service. Some need to be taught the best way to deal with all clients in every possible situation.
Did you know that 41% of service teams say that lack of training is an inhibitor to providing personalised service?
Having the right tools and technology is not enough and will not train your staff to keep your clients happy. More service leaders are recognising how important proper training in search engine optimization and professional marketing strategies are in driving customer success.
Proper service and marketing training is key to maximising the benefit of repeat client business. It also means you have a workforce that is less likely to become anxious, since they now have the knowledge and skills that boost workplace competency.
Client Support Channels
Client support today is very different than it was even ten years ago. There were only a few ways your customers could reach out to you, usually by email, phone, or fax.
Today, the landscape is entirely different and has evolved with the introduction of new technologies. It is imperative that your business make it easy for your clients to get in touch in many ways.
It can be challenging for many companies to be accessible on the many available channels. However, because it has a direct impact on your revenue, it is vital that your client support be easily used and provide consistent quality.
The most important thing to remember is that you need to be able to serve your clients in many different ways to keep them happy, retain their business, and boost your brand’s credibility and image.
Below are a few of the ways your clients can contact your company:
- Social media
- Live chat
- Self-service through a comprehensive FAQs page
The only real way to know how your support is being viewed by your clients is to ask them. There are several ways to get this feedback. You can call them, send them an email, or hire a company that specialises in doing customer surveys.
It is vital to the success of your business to know if your company is meeting or exceeding your client’s expectations. If you identify areas where your company is lacking, you will need to invest the time and resources to make necessary improvements.
After the Sale
Once a sale is made, your job as a business is only beginning. Marketing to current clients is even more important than marketing to new clients.
Why? Because current clients are your best source for new business and without new business, your company will lose money and fail.
Harvard Business Review cites research that says: “Acquiring new customers costs businesses up to 25x more than retaining customers they already have“.
Everyone learns in different ways. Some prefer to read, others prefer to watch. Below are a few ways to market to your current clients that will increase their lifetime value and increase your bottom line:
- Blogging: Write content that adds value, provides useful information, and answers questions that your current clients will find helpful
- Emails: Keep in touch with your existing clients by sending periodic relevant, valuable, and useful emails
- Videos: Record how-to videos or answer frequently asked questions for your clients to watch
Consistent, reliable, and high-quality client services will increase your sales. In order to fully understand how your clients view your support, you can ask for their feedback.
This way you can identify areas that need improvement and continue to provide the support your clients expect and deserve.