The better the customer service, the better the chances of customer retention. When it comes to customer service, quality is everything. According to an Oracle report, about 86% of customers are willing to pay more if it means a better customer experience.
An important aspect of great customer service is making customers feel appreciated. Customers love it when they hear and demonstrate its importance to the brand. Excellent customer service creates customer satisfaction, which can be a huge advantage over your competitors.
A big part of knowing how to provide customer support and service is understanding your customers and how they use your product. Let's take the work collaboration tool Slack as an example.
The tool communicates perfectly with the workplace. But, like every other technology, there will be outages, many of which are reported on the Latest Mailing Database Twittersphere by companies using the product.
Slack realizes this, and they're there, constantly updating users and helping. They actively respond to all complaints, requests and answer questions about the product on Twitter.
Another example of great customer service is Zappos, the online retail giant of clothing and shoes. They work to identify the company's overall clientele. Zappos even has statistics showing how many "thank you" notes and gifts are sent to ensure the entire team is on the same page.
Tony Hsieh, CEO of Zappos explained:
“Most call centers are set up by policy, so the actual people answering the call can’t do anything. So we generally try to stay away from policy and we ask reps to do what they think is right for the customer and the company. For calls from other It's uncomfortable for many representatives in the call center. We have to train them in bad habits."
Here are a few things to keep in mind if you want to achieve the level of customer service that Slack or Zappos have:
Know Your Product : To get great customer service, you need to know your product. Learn about the most common questions customers ask and the answers that make them happy.