The customer service plays an important role in getting the success of a business. The consumers tend to choose companies with more prominent customer service. Thus, if you have an online store on Shopify, you should improve your it by avoiding these mistakes:
Being reactive instead of proactive
Many companies think of customer service as something happening on the back end after there are problems or complaints instead of thinking about how to delight customers on the front end. Besides, many companies fall into the reactive approach of being satisfied with somewhat mediocre products or service.
Enterprises should take the time to conduct process analysis and continuous process improvement and root cause analysis. Then, you truly can improve your product service.
To maintain the connection to the customer, businesses need to require their staff to take five customer service calls a month. In addition, it is necessary to incorporate customer service goals into every staff’s bonus/compensation structure.
Not giving customers what they want
Robert C. Johnson, CEO of TeamSupport said that clients want the accurate answers or efficient, quick and respectful solutions. It is the most important thing to get that to the customer even if the answer or solution is not ideal.
We would like to introduce to you the app which is useful for you to support your customers whenever they need: the chat facebook.
Johnson said that brands need to ensure that the staffs who interact with clients have the right to access to the right information and are listening to their concerns. Besides, ensure communication is realistic.
It’s also better to under-promise and over-deliver on that promise than the other way around.
Don’t miss the Part 1 to know more mistakes on customer services.