Improve Customer Response Time with These Proven Ways
You may offer the best service or product than any of your competitors, but will that guarantee success?
Is offering great service/products all that a business needs to grow?
The simplest answer to that question is No.
There’s another vital aspect that businesses often don’t prioritize.
Let’s put it this way. When your client’s project is in process, what are they looking forward to?
They don’t yet have the end result to judge you.
What they would expect is a fruitful user experience.
Now, the question is, how can a business work towards ensuring a pleasant user experience for its clients?
One of the most effective strategies is to be punctual in your responses.
What this can do is:
- Show them that you care.
- Make them feel special.
- Grab their attention instantly.
Bonus Read: Redefining Marketing Strategies Post Covid-19
We’ve answered the What. But the question still remains – How?
How can you optimize your response time and address your client’s questions or queries?
If that’s what’s in your mind, today is your lucky day.
You’ve just found the right blog to read and address your concern.
We’ve compiled a list of ways through which you can give your clients the message that you want to provide top-notched support.
Let’s see those practices of avoiding your clients from being frustrated while waiting for your response.
Give Them a Timeline
One thing that your client would not appreciate is uncertainty.
If they don’t get a quick enough response, what do you expect they’ll do?
Having a conversation with you is not the only task on their day’s schedule.
You can’t expect them to divert their entire attention and wait for your response.
So, how can you avoid having a grumpy and unhappy client?
Just make them aware when they can expect to hear from you.
This might be after some hours or within 24 hours. Trust us, it’s a lot better than having them wait for a response.
Once they know a timeline, they can get on with their day-to-day routine.
Guide Them to The Right Channel
In the first point, we’ve discussed how you can create certainty for your client.
That’s better than making them wait, but what if it’s something urgent? Something time-bound, requiring a prompt response.
If the response isn’t swift, your client can be extremely displeased.
To avoid such a situation, along with the timeline, you can give an alternate option.
Confused? Let us explain.
Allow your clients to choose from different platforms where they might get a response.
For example, the contact number of the concerned individual, social media platform, or an alternate email.
Apart from this, if a client wants to get consistent updates, you have another way.
Give them the chance to be a part of your email mailing list.
Want to know how?
If you’re willing to enhance your mailing list, all you need to do is check out our blog, 8 Best Email Marketing List Building Tactics.
A lot of your queries would be answered.
Track Your Performance
You can take the “I am responding to my client on time” route, but it can risk some ignorance.
Why? Because you would close yourself to improve and better your performance.
You’ll be happy with whatever you’re doing instead of pushing to enhance your efforts for better results.
The better option would be to keep track of your activities. Set KPIs and assess your progress.
Having said that, there’s a common mistake that businesses make: setting unrealistic KPIs.
Be sure to set achievable KPIs that you think is fair.
Are you having trouble meeting your KPIs? Well, rather than worrying, let us give you a better idea.
If you’re wondering, “How do they think they can manage my digital audience?” we’ve got you covered.
Check out how we assisted the growth of businesses in our case studies.
Suppose you don’t yet have designated customer support personnel or get a direct email from clients.
You might likely miss some important updates or emails. Or, even if you’ve read the email, you have not responded yet.
Rather than thinking your memory will remember it, how about you play safe?
Your memory may fail you, or something unforeseen can come up. But how you can be reminded of the pending emails is by setting a (surprise surprise) reminder.
This function is available in various software, with different names.
Talking about emails, it’s available in widely used platforms like Outlook, Follow-ups, and Gmail has, Snooze.
Apart from these two, other platforms also have the required functions.
Make Use of Templates
Rather than drafting the perfect email or message over and over, why not be smarter?
You know the usual questions that your clients will ask.
It can save you a lot of time if you have a template for your responses.
For email, you can pre-draft the emails and make some adjustments accordingly.
As far as social media goes, Facebook has taken the lead in this regard. You can use the Facebook business suite.
This page manager allows you to save the frequently asked questions to save your and your client’s time.
Apart from Facebook, you’ll find this automation on LinkedIn, which is a bit more advance than Facebook.
Why? Because it doesn’t need you to save the replies. Using its predictive algorithm, it suggests the replies, keeping the last messages into account.
You probably would be wondering, “Facebook and LinkedIn seem like effective tools for business.”
Well, they indeed are.
To know more about its effectiveness, give our blog a read, Facebook or LinkedIn- Which Platform Your Business Needs.
Don’t Be Robotic
Your client might not only want a single answer to their question. They might be expecting proper discussion or answers to follow-up questions.
What they wouldn’t be expecting is a robotic conversation.
May it be Chatbots on your website, auto-response email, or any other kind of automated response. Your conversation should have that human feel.
As a first preference, we’d advise you to invest in having a solid customer care team.
If you think you aren’t ready, the next best alternative would be to optimize your auto-responses.
Assess the historical data of the queries raised by previous clients. Use it to deliver a human feel.
The Final Word:
The world is getting more and more competitive. It’s a race in the industry to win clients.
You need to bring your A-game to all departments if you want to ace the competition.
Now that you know how to swiftly respond to your client’s queries, you can give them a better service experience.
As a client, that’s essential for a long-term relationship.