Help your Customer Service team make improvements by implementing these 10 skills and strategies!
Nowadays, the competition in every industry is fierce. In addition to paying attention to the quality of products and services, customers have also set high expectations for customer service (CS) teams. However, in the 21st century, is the customer service team only responsible for dealing with customer inquiries and complaints? If not, how should the company improve the quality of the CS team?
What does the traditional customer service department do?
The traditional customer service department mainly handles email or telephone inquiries and complaints from customers. Therefore, the characteristics of traditional account and CS managers hired by companies are people with quick response times, high organizational skills, strong communication skills, patience, and empathy.
As customers vary in terms of temperament and personalities, the account manager must know how to deal with each customer based on past experiences in handling complaints and provide a consistent customer service experience to everyone.
Turn “Customer Service” into “Customer Success”
The title of “Customer Success Manager” (CSM) was unheard of ten years ago. However, a study in 2019 stated that among 109 high-tech company employees interviewed, more than 40% said they have CSM. Coincidentally, the LinkedIn survey also indicated that CSM is the second most promising sales job in 2019, second only to the Enterprise Account Executive.
Unlike traditional customer experience, CSM does not only handle complaints, but also provides customers with information, transaction services, business acceptance and suggestions, and also needs to conduct market research and marketing duties.
In fact, customer service is like an engine that affects the production chain and is closely linked with marketing, technical operation, and brand reputation. It is by no means trivial. Therefore, Customer Service Managers need to have a good understanding of the company’s product functions, use processes and manufacturing processes.
So, how can companies make use of technology to improve customer service quality? SleekFlow is going to show you 4 popular customer service skills and demonstrate how to integrate with software and tools to maximize marketing effectiveness:
1. Find your own community
E-commerce is nothing new, and social commerce is now and the future. With more and more social media platforms, consumers and merchants have grown accustomed to using Facebook, Instagram, and YouTube as the medium of transaction services and products. That’s why Facebook created a marketplace and Instagram created a shop tab.
Traditional e-commerce focuses on the value of the product itself, while social e-commerce uses the characteristics of social media to naturally increase the interaction and trust between consumers and brands. More importantly, to build a rapport with consumers. That’s absolutely the goal of customer service, right?
Our marketing or customer service team should not ignore these customer touchpoints. Social media interaction through word-of-mouth communication, celebrity influence and promote sales with “Comment, Like, Share.” can be way more effective than you can imagine.
2. Choose the right instant messaging channels to approach your customers
Instant messaging software – another set of must-have tools that are critical for the success of the customer service team. Research shows that over 56% of the global messaging users used the messaging platform to ask businesses for more information. Instant messaging platforms such as WhatsApp, Facebook Messenger, Wechat and Line, can be used as a channel for customers to approach commerce for business inquiries, or vice versa, for businesses to send customers their products information.
Every business starts with a conversation. Have you ever connected with some businesses using WhatsApp, like booking for a salon treatment or inquiring about prices?
Communicating on an instant messaging platform is every customers’ daily routine. Understanding your customers and complying with their habits will narrow the gap between you and your customers. Customers will hence feel valued and more willing to spend on your brand.
Again, that’s customer service!
3. Get the right tool to assist and facilitate communication
Since the outbreak of COVID-19, many companies have adopted a remote office. Remote work requires efficient internal communication software to virtually connect multiple departments and individuals.
(If you don’t believe the significance of it, check how the stock prices of communication software go during pandemics.)
Combining the most popular social messaging platforms, SleekFlow allows companies to manage customers’ conversations together. Managerial levels can also assign conversations to different teammates to enhance team collaborations.
In addition, employees can also communicate with each other using internal notes so as to work strategically and improve the coordination and efficiency of the customer service team while maintaining the consistency of the customer experience.
“Almost 100% of our customers contact us via WhatsApp. Some might come from Instagram or Facebook. That’s why we need an all-in-one platform where we can combine all the social channels into one place. SleekFlow also allows our team members to transfer customer’s chats internally which enhances the collaboration.”- Cheuk Ying Wong Founder of Weirdo Beauty/ SleekFlow user