Today’s customers want to feel understood and valued by the brands with whom they interact. They expect their needs to be placed front and centre by any company that they do business with. This is not a case of entitlement on their part. With companies being more accessible across a wider variety of platforms than ever before, customers want to know that they are more than just a number on a computer system.
Reach out to customers
Speaking of different platforms, many companies utilise an omni-channel approach to marketing, and this should be reflected in their customer service. If you run a corporate Instagram, Facebook, or X account, it shouldn’t surprise you when customers try to contact you through those platforms. After all, the purpose of social media is to engage with your client base, and, from a customer perspective, that engagement works both ways. Companies that respond to clients through their social media accounts, even if only to request that they continue the conversation in private, are more highly thought of than those that don’t.
Do It Yourself
The days of speaking to a customer service representative to check your account balance, make changes to an order, or update your personal details are long gone. People simply don’t have the time or the inclination to spend time on the phone dealing with these minor details when they could be doing something more productive. Giving customers the option to make amendments to their account (within reason, of course) is a key part of modern customer service. So much so that many companies develop their own customer portals for just this kind of activity.
Be there when they need you
There are so many different working patterns today that many customers aren’t able to make contact with your company during regular office hours. To maintain your high standards of service, it makes sense to make provisions for these clients. There are plenty of ways to do so, from online contact forms that will ensure all queries are forwarded to your team for the following day to AI-driven chatbots that can answer general queries and concerns. For a more personalised approach, why not arrange a round-the-clock contact centre or live chat service to handle those late-night and early-morning calls?
Get in touch
If you want to improve the level of customer service you provide for your clients across all your channels, speak to Motor Marketing UK today. Call us on 0800 043 8113 or send an email to email@example.com to arrange a free consultation.