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Customer service always takes the crown when it comes to customer retention—even more so than the actual products or services itself. Bain & Co disclosed statistics on how customers are four times more likely to make their purchases from a competitor if the problem is service related versus if it was price or product related.
According to another study, a 10% increase in returning customers gives the company a 30% increase in overall value, which tells us pretty clearly how valuable it is to make your customers love you. If they love you, they will not only come back, but they will come back with friends.
Let’s dive right into it!
Customer Retention Pro Tip 1: Let them choose how to contact you
It’s quite common to see a contact page on any legitimate company website, with the average email and phone number listed next to, perhaps, a map of where they’re located. We’re guessing that you’ve clicked on this article because you don’t want to be average.
Contact information shouldn’t just be limited to email and phone number on the contact page! Studies reveal that 61% of 3000 mobile searchers consider click-to-call “Extremely/Very Important.” The magic of click-to-call is that it could take the form of a pop-up, a button, a link, or virtually anything that makes the most sense for your website layout. Incorporating click-to-call (in addition to the existing email and phone number) will make your customers feel a strong sense of support. That’s what’s going to keep them raving about your company.
Customer Retention Pro Tip 2: Make sure your IVR doesn’t discourage callers
For a more detailed explanation on how to build a solid IVR filtration structure, take a look at our recent article on the ‘rules’ of the IVR. A discouraging IVR would essentially have too many options per filter, a narrow vocabulary bank, and is programmed to abandon the call. Yikes!
If your IVR system doesn’t do any of those things, consider it heading in the right direction. However, that’s not all there is to creating an IVR system that will win over customers. The best option is to get an IVR that doesn’t come by itself. If it has call barging, call whispering, and call tracking integrated in its system, you can easily optimize your customer service experience all the more.
Customer Retention Pro Tip 3: Consistently follow up with innovative contact methods
Have you heard about the most preferred contact method these days? It might not be what you think it is. According to Marketing Tech Blog, email only has a 6% response rate while text messaging has a 45% response rate. What’s more, 90% of all text messages are read in just under 3 minutes. We think that SMS text messaging is a great way to engage your customers before and after they’ve made a purchase.
Customer Retention Pro Tip 4: Leave room for barging
Call monitoring, barging, and whispering are the iconic trio of modern call center software. Department managers especially love these functions because they allow for closer examination of customer service quality. When training new customers, managers can barge in and out of the call without being noticed, to ensure that the representative is effective in his or her customer care.
Customer Retention Pro Tip 5: Quicken the pace
To demonstrate your company’s expertise in the industry, quicken the pace of customer care. 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. This is a terrible loss of business that you don’t want to miss. To help your customers receive the help they need quicker, employ tips 1, 2, and 4. Only then will your business rise to the top and be recognized for its fantastic customer service.
We hope that these tips will help you distinguish yourself from your competitors by elevating your customer service quality. If you need more great tips on this subject, take a look at the rest of our blog! We have plenty of valuable information on this subject and more.
You can also schedule a consultation and see how Phonexa’s Call Logic platform can benefit your business.
