Faster Response Time
Faster response time can improve your relationship with your customers.
It’s no secret that people love quick responses from customer service.
In today’s age of instant gratification, customers expect nothing less than immediate attention and resolution to their problems.
Unfortunately, meeting this high standard is easier said than done, especially for small to medium businesses who may not have the manpower or resources to keep up with customer demand. When inquiries start piling up, it can quickly become overwhelming and stressful to try and answer them all in a timely manner.
Communication is key to preventing customer dissatisfaction. By being proactive and setting expectations, you can avoid potential issues.
For example, when a customer contacts you, let them know how long they can expect to wait. This will stop them from trying to reach you through another medium, which will reduce duplicate requests.
Additionally, when you are chatting with a customer, try to resolve their issue in real-time. Customers feel like you don’t care about their problems when you let the resolution process drag on.
FAQ pages are a great way to be proactive
, too. Frequently asked questions are your chance to address common questions about your SaaS product. This gives customers the information they need right now and minimizes the time your team spends answering simple questions.
Content is another way to stay proactive. Whether it’s in the form of a newsletter or highly detailed product pages, content informs customers when you can’t be there for a quick answer.
Choose the right methods
As a business owner, it’s important to connect with your customers in a variety of ways. Platforms like email, social media, SMS, and face-to-face interactions give you the chance to do just that.
However, it’s important to only use the communication channels that make sense for your audience. For example, younger generations like Gen Z are typically more active on platforms like Snapchat or Instagram. Investing time and resources into a channel that your target demographic isn’t using is a waste and will only frustrate customers.
Issue a survey asking customers how they want to communicate with you. Send the survey automatically after their purchase with an incentive for participating, like a coupon or giveaway entry.
Create templates and common replies
As you get to know your customers better, you’ll start to see patterns in the way they communicate with you. Use this knowledge to create templates and responses in advance. This will save you a lot of time when crafting a response; simply copy and paste the template into your email.
Autoresponders are an excellent tool for customer emails. They let the customer know that you have received their email and when they can expect a response from you.
Templates give your employees the power to reply to customers with confidence. Of course, make sure the templates are customizable by the situation. They shouldn’t sound stuffy or cold; your voice as a brand should still come through.
AI tools can also help you automate the communication process. Funnelfly’s AI-powered templates save time while giving customers the information they need fast.
The Bottom Line
Customer management is not only about meeting expectations but also creating them. So while customers may demand instant gratification, you can establish systems and protocols that outline when and how you will be available to them, which in turn strengthens the relationship. A customer who knows how to contact you and what to expect in terms of response time is that much closer to becoming a loyal brand ambassador.