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Three Secrets to Customer Service Success for SMBs

Successful SMBs (Small and Medium-sized Businesses) can clearly answer this fundamental question very early on: What do we care about most? And, while many SMBs are focused on acquiring new customers, keeping new customers is actually more important. In fact, SocialMediaToday references several studies that state acquiring a new customer is 5-10x more expensive, so growing companies need to focus on keeping their customers.

Here are three secrets to help your business keep customers and drive growth.

Help customers help themselves

Just like a stubborn man, customers want to help themselves and find their own way before they have to “pull over” and ask for help. A mobile-optimized help center that’s easy to navigate and chock-full of valuable answers about your product or service not only relieves your agents from commonly asked questions, but it also makes your business look good. If I can easily find an answer to a question rather than waiting on hold for a customer service rep, I’m happy and like your product or service more.

Empower your team

This is a big one. You need to provide your customer-facing teams with the power to help customers quickly and accurately. Technology that gives agents a full view of their customers and enables agents to work faster and more accurately is worth its weight in gold because providing personalized service quickly is no longer a nice-to-have, but an absolute necessity if a business wants to thrive.

Leverage customer insights

Finally, there is a part to keeping customers that customers don’t see, and that is business insights and predictive intelligence. The more you know about how your customers feel and how well they are being supported by your agents the more successful you’ll be at changing processes and products to meet the ever-changing needs of your customers. Being able to make improvements faster than customers can complain is a common truth among fast-growing businesses.

If you can tackle these three secrets you’re well on your way to building an army of loyal customers, and that is something your competition can’t replicate overnight. We at Desk.com think about our customers’ success every day, and that’s why our powerful and scalable app is designed to help fast-growing businesses keep their customers and turn a customer experience from ordinary to extraordinary.

 

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