Getting Smart About Your Customer Service

Here are three things to consider for improving your small businesses customer service.

Upgrade your FAQ page

Adding a Frequently Asked Questions page may seem like a time-saver but it can increase customers’ frustration if answers they’re looking for are not included and readily available. Ask yourself how easy it is for customers to get the information they need. Are the FAQs actually questions customers frequently ask?

If not, direct customers to send an email instead. Spelling out their specific question can make it easier for you and your employees to drill down and find solutions. After you’ve amassed questions that are actually frequently asked, consider integrating them into your website on a FAQ page and making them part of customer service training. Additionally, you can opt for live chat support so customers can get the answers even faster.

Turn problems into opportunities

Keeping existing customers happy while attracting new ones is all about offering a stellar service experience. If a customer calls, emails or comes to you with an issue, you may have a chance to do more than just fix what’s wrong. If they seem receptive, you could spin your solution to their problem into an opportunity for a client testimonial, a positive online review, a recommendation or even an opportunity to sell them on additional products or services.

Keep in mind, however, this may not work in every situation. In some cases, a customer may not be receptive to listening to a sales pitch. It doesn’t matter how conscientious you’ve been in solving their current problem. The key is to listen to what the customer has to say, solve their problem if possible, and take advantage of an opening if the opportunity presents itself.

Streamline your sales experience

If you do business online, a difficult-to-navigate sales platform can be a major turn-off for customers. Optimize your site to eliminate barriers for shoppers:

  • Make sure your products have easy to understand descriptions and that pricing is clear.
  • Ensure your site is easy to use on desktops, laptops and mobile devices.
  • Eliminate unnecessary steps in the checkout process (Ex.: Billing and shipping addresses the same? Customers shouldn’t have to enter it twice).
  • Provide customers multiple payment options.
  • Weed out broken links or outdated pages.
  • Ask your customers for feedback — a simple “Rate your transaction” for example — after they’ve made a purchase can help you pinpoint which areas of your sales site may need work.

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