5 Ways Customer Success Agents Increase Loyalty and Conversions
The way businesses treat their customers has changed significantly over the past few decades. Now more than ever, business owners are focusing on how to give their customers a great experience so as to earn their loyalty.
So with all of this taken into account, you can see how customer service can become a pretty crucial point for your customer lifecycle and conversions, meaning it is now more important than ever to optimize the quality of your customer service.
And here is how customer experience agents can help you with that.
1. Fast responses = happy customers
Fast responses are necessary if you want to provide great service. In this fast-paced world, consumers expect an immediate response to their questions on all channels of communication. At VoyMedia Advertising Agency NYC, they tell their clients to prioritize speed and ensure that customers won't wait for more than 10 minutes to get a response.
Tips for reducing response time
Here are some things you can do to ensure your response time gets reduced significantly:
- Establish a process. Create a process that clearly states what each of your customer service reps needs to do when a customer contacts your business.
- Have employee accountability. Your team needs to be well-organized and every member of your customer service team needs to know each other’s responsibilities. That way, both you and your employees will know what to do and who to address if the work slows down.
- Use multiple channels. Allow your consumers to contact you via multiple channels, such as email, social media, telephone, and website chat. It’s not however enough to just use those channels of communication, you should be actively present on each of them, so when consumers contact you via any channel, they get an instant response.
2. Helping returning customers
Such customers are more likely to buy from you, spending on average 67% more money than new customers. So in making them stay, you need to make sure your returning customers feel important and appreciated, as this will encourage them to keep coming back.
Here are some tips on how to do that:
- Send personalized appreciation emails where you thank them for their business and trust.
- Give them gift cards and vouchers that will entice them to make a new purchase.
- Award loyalty points that can later be exchanged for rewards, e.g. discounts and free products, to increase your customer loyalty.
Suggested reading: How to Set Up a Loyalty Program on Your Shopify Store
Upselling is selling additional products to a customer after they’ve already purchased something, based on their shopping history. The trick to upselling is one-on-one communication between your service agents and customers, as the agent can pinpoint the right time to upsell.
There are many things an agent can use to determine whether it would be good to upsell to a customer. Things such as the client’s tone of voice, their reason for contacting the support team, and their previous experiences with the company are just a few.
As we’ve already established, it costs less to sell a product to an existing client than a new one, so upselling could potentially be a big benefit for your business. Just keep in mind that you can’t convince everyone to buy a new product on top of the one they already did, so you should never be too pushy when trying to make a sale.
4. Asking for feedback
Make sure to always ask for feedback and advice from your customers. This way, you can improve on the aspects of your service that may be unnoticeable for you as a seller but crucial to your customers.
Naturally, it can sometimes be hard to take criticism. But the longer you stay unaware of your business mistakes, the more you're likely to repeat them, meaning you risk losing even more profit as a result. Additionally, critical feedback can become a great way for improving your customer relationship, since by listening to the feedback, you're signaling to your customer that their opinion matters, making them more eager to do business with you in the future.
5. Proactive engagement
Spam, data privacy breaches, bad customer support - all of this can damage brand image even for some of the most successful companies. So to make sure this doesn't happen and your brand trust stays impeccable, offer your customers proactive support.
This means that you need to spot and resolve an issue before it escalates to a bigger problem, or in some cases before it even happens. It can hurt your company if you just sit around and wait for a customer to contact you with a problem that could have easily been resolved before it occurred.
You can do simple things to ensure proactive support. For instance, you can contact a customer if a product they were interested in came back in stock or to see if the shipping address you have on file is correct. A little effort can go a long way when it comes to customer satisfaction.
As we've seen, there are a plethora of things you can do to make sure the quality of your customer service. So go ahead and try out as much as you can to see what works for you personally!