A new year is just around the corner—and so are new opportunities for your brand to grow through exceptional service. But the kind of customer experiences that grow your customer base and build brand loyalty aren’t just problem-free and efficient—they’re personal.
Here are a few of the ways your brand can supercharge support by putting people first in your online CX this year.
1. Make this year about people
If there’s one thing our surveys tell us year after year after year, it’s that customers want service that makes them feel known. In fact, most report that they’re more likely to return to—and recommend—brands that offer more personalized experiences.
So how do you go about creating a customer support experience that puts people at the center? Start by encouraging your agents to build relationships with customers, then get them the tech support they need to do that.
Look for a customer service platform that sorts interactions by customer and enables lifelong conversations. The right tools will make it easier for your support heroes to do their best work.
2. Get proactive
You don’t need to wait for a customer to ask for help in order to show them you care. Proactively reaching out during the online shopping experience lets your customers know that help is there when they need it.
Consider implementing automated chat popups for customers who are stalled on a product or checkout page. Even if they don’t need the help, most consumers report that they appreciate the offer.
3. Follow up
Support interactions also don’t have to end when the first conversation does. If your service heroes recently helped a customer make a purchase, encourage them to follow up with a message asking how the purchase turned out. Going the extra mile this way lets the customer know that their satisfaction matters to your brand—and opens up opportunities for further recommendations.
You can also use automated messages to check in after purchases. A quick “How did your purchase turn out?” in an email gives your shoppers the chance to offer feedback or seek further help.
4. Simplify your service
Nothing about long wait times ever feels personal.
If your customers are spending half an hour waiting for the help they need, they’re going to be left feeling like another head in the queue—and anything you can do to streamline your service and cut down on wait times will give your service heroes more time to focus on personal service.
Look for tech solutions that eliminate the need for service agents to juggle windows and tabs—or hunt down support tickets. Implementing robust self-service options can also make things easier for agents and for customers. If shoppers are given the tools to answer simple questions themselves, it gives your service team more time to spend helping people with more complex needs.
5. Arm your service heroes with knowledge
One of your service team’s biggest jobs is to help your customers find what they want—which means your recommendations need to be tailored to each individual’s needs and preferences.
But before your service heroes can get to work finding each customer just the right thing, they’re going to need two kinds of knowledge: knowledge of your brand’s products or services and knowledge of the individual customer.
That means your agents will need quick access to your brand’s internal knowledge bases and the customer’s previous interactions and purchasing history. Software solutions that make it easy to access this information will give your service heroes the leg-up they need.
6. Listen to your customers
As the year draws to a close, it’s never a bad idea to let your customers’ feedback inform your goals for the future.
If you’ve been collecting customer feedback throughout the year, now is a good time to implement changes based on common issues, concerns, and complaints. And if you haven’t already implemented a robust system for gathering customer feedback, now’s a great time to get started.
Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers. Unlike the legacy approach to customer service software, which is designed around a ticket or case to enable workflows, Gladly enables radically personal customer service centered around people to sustain customer loyalty and drive more revenue.
The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences.