It is no secret that good customer service is fundamental to the prosperity of any company, right? However, there are still many questions related to ways to improve the relationship with the customer. With a well-structured plan, it is possible to increase customer retention as much as possible, and that is exactly what we will talk about in this article.
In general, the precautions to be taken in an e-commerce are the same as for clothing stores. Therefore, qualify for your industry or channel of contact with the consumer, as tips passed here will be of great use.
Anyway, want to know how to improve your relationship with the customer? Read on and check it out!
Know your client
First of all, to structure a lasting and effective plan you need to know your target audience. You should collect information on your digital channels through analytical tools, conduct surveys, and solicit feedback from consumers.
Once this is done, it is advisable to create a semantic profile that represents your ideal customer, also known as a persona. This way you understand better how pains and habits of your audience and can use a language suitable to them in the service.
Diversify your relationship channels
Do you remember the madness of the 90s, when the internet was still in its infancy and the telephone didn't stop ringing in companies? Today, fortunately, that is the reason for linking for any reason is getting smaller and smaller.
A large part of consumers prefer to send messages by app, social networks, email, or online chat. So, attend to public websites and give several options of channels for attendance.
This way, besides speeding up the process, consumers don't have unpleasant experiences trying to find a way to communicate with your company and lose precious minutes on it.
Define who is responsible for customer service
The relationship with the client, just like any other service, needs skilled people. If you mix activities and leave the administration or sales people in charge of this, you may be losing many customers.
The ideal is to have someone to make this first contact with the consumer, transferring it, if necessary, to the sector specialist. Therefore, choose a professional who knows how to provide a humanized service and work with pressure, besides knowing all the company's departments.
Because of technological evolution, today you can obtain additional accurate information, such as response time, percentage of customers served, and problems solved. In other words, it has become easier to create goals and track in real time or your employees' performance.
So those who are present in the digital environment need to measure the data used by these tools and work to improve their indicators. Take advantage of the available tools to track goals and thus increase customer satisfaction.
One of the main experiences that a customer can create expectations about a product or service and are not corresponding. So if something went wrong and the delivery time will be longer than expected, for example, inform the buyer about this situation or as soon as possible.
When a communication is not transparent, consumers often get worked up and post their dissatisfactions on social networks, complaint sites, or any other media. This tarnishes your image and prevents you from closing more deals.
Finally, it is worth mentioning that the relationship with the customer is not an exact science and should be a periodic review. Digital media and other tools help a lot in this process, however, the human factor is essential for the success of your plan. Therefore, training your employees and listening to the public's opinion should be your priority.
So, did you like this post? Are you already adopting these practices in your business, or do you still have any questions? Leave your comment!