Customer service isn’t exactly difficult to provide. It just depends on the software tools and the support agents on your team. Most small businesses aren’t aware of the issues affecting their customer service. Some also assume that only big companies need to take customer service seriously. This is why many small brands may refuse to set up a proper workflow for support and it seems like they are always out of reach to customers. In this article, we’ll discuss the 5 biggest customer service problems facing small businesses today.
- Having the wrong customer service software.
Customer service software refers to any program that helps businesses deliver support to customers. When using outdated systems, you wouldn’t have access to many helpful features. Customer service apps can include stuff like a ticketing system, omni-channel, help center, chatbot, automation, integrations, reports, etc.
- Not offering enough points of contact for customers to reach you.
Many small businesses don’t provide multiple support channels. At the most basic level, they often provide a telephone number and email address. But customers aren’t able to contact them using their favorite channels such as social media, messaging apps, or self-service options e.g. live chat, FAQs, knowledgebase, etc.
- Your customer support center can’t cope with rapid business growth.
When there are few customer service agents, they may struggle to cope with the increasing volume of queries. It causes support agent burnout and leaves customers feeling frustrated with the poor service. This is another reason you need the right customer support software that can easily scale up as your business grows.
- Unable to manage a crisis effectively.
Most small businesses don’t have the capacity to handle critical situations in customer service. They would be stuck when certain issues arise e.g. when a defective product needs to be recalled or they need to issue refunds. And an influx of customer calls may also cause a bottleneck of queries or crash their software.
- Not delving into customer support metrics.
It’s important for you to measure team performance and customer service metrics from time to time. This helps you understand what’s being done properly or not. With good customer service software, you’ll get detailed reporting and analytics so you can track your service levels and identify those key areas of concern.
Why should small businesses take customer service seriously?
Small businesses need to understand that customer service is just as important as marketing and sales. It allows you to assist customers with issues that arise when using your product or service. The quality of customer service helps to determine how customers perceive your brand. About 61% of customers say they would switch to a new brand after one bad experience. Let’s see benefits of taking customer service seriously.
- Address all customer issues
When customer service is a priority, small businesses would invest in customer service platforms and people. They would meet up with customer expectations. Every issue concerning their products and services would be addressed quickly. They also would ensure that support tickets are organized and addressed efficiently.
- Retain customers more easily
According to the service stats, 94% of customers are likely to make another purchase after a positive customer service experience. When you deliver great service, customers will trust your brand, remain loyal, and contribute to helping your business grow bigger.
- Reduce employee turnover
When a company cares about customers, employees are more likely to remain committed. They would be more willing to assist your customers and vouch for the company’s credibility. They are also more likely to take their jobs more seriously and stick with the company.
- Helps to get recommended
Many customers would recommend a business that provides excellent customer service. They would tell their friends, family, or colleagues about the company and encourage them to make a purchase. This helps to spread word about your business and gain more trust.
Conclusion
Great customer service is important regardless of your company’s size. It helps to attract and retain customers so you can have a solid customer base. They will also help to generate consistent revenue for the company by recommending the business to potential customers. Quality customer service also sets the company apart from competition and strengthens their reputation.
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