The days when product quality was the only criterion for customers making a purchase decision are gone. With the power of social media, one unhappy customer can make or break your business reputation. This is why it’s crucial to have a good customer service team to mitigate any damage and keep your sales numbers up.
There are various methods that your team can use to improve customer service and sales. Check out these three customer service methods to help you in increasing sales.
Use Online Reviews to Your Advantage
Most successful and established companies have one thing in common – they make it a point to collect customer feedback and use the information to improve their products or services. There are various platforms that customers can use to leave reviews – Facebook, Twitter, or reviews websites like PissedConsumer.com. They give insights into the issues customers face when dealing with a business. Consumers may complain about delivery delays, product quality, or difficulties with contacting eBay customer service.
Nowadays, customers read online reviews before making a purchase. In fact, 84% of consumers trust online reviews just as they would trust personal recommendations. As such, keeping an eye on what people say about your business on review websites is essential.
If you see any negative reviews, reach out to the customer and try to make their experience with your company more satisfying. Ask them to update their review if you successfully resolve the issue. This step will show other potential customers that you’re willing to go above and beyond to make sure your customers are happy.
In addition, aim to get more positive reviews by engaging with the customers and encouraging them to share their pleasant experiences with your business.
Improve Your Social Media Customer Service
Social media is another platform where customers will voice their concerns about your business. Statistics show that 42% of customers expect a response to their social media inquiry within 60 minutes. This is why it’s crucial to have someone monitoring your social media channels at all times so that you can quickly respond to any customer queries or complaints.
You can use social media in improving customer service skills. For example, if a customer tweets about how they’re unhappy with a purchase, reach out and offer to help. This step will show other potential customers that you care about your customers and their experience with your business.
In the same way, you can use social media to promote your business’s positive reviews. For example, you can share positive customer reviews on Twitter or Facebook with a link to your website. This will help increase traffic to your website and boost sales.
Make Use of the Reciprocity Principle
The reciprocity principle is a psychological phenomenon whereby people are likely to do something for you if you’ve done something for them first. As such, it’s essential to show your customers that you value them and their business.
One way to do this is by sending your customers a handwritten thank-you note after they make a purchase. You can also offer your loyal consumers exclusive discounts or access to new products. This initiative will make the customers feel special and valued.
You may want to consider implementing a loyalty program. This will give your customers an incentive to continue doing business with you. For example, you can offer them points for every purchase they make, which they can redeem for discounts or free products.
Using these three customer service methods can increase sales and build long-lasting relationships with your customers.