Customer Relationship

What is Customer Relationship?

Customer relationship - the way in which a business and its customers feel and behave towards each other over a period of time, and the effect of this on the business.

Cambridge dictionary

Customer relationship is a special type of relationship. It begins when a customer starts dealing with your company. Every company is responsible for building customer satisfaction and loyalty. Every customer interaction with the company has an impact on clients. The relationship includes sales support, technical support, and marketing communications. Customer relationships can be measured by customer satisfaction.

Benefits of good customer relationships:

  • Competitive advantage
  • Customer retention
  • Customer loyalty
  • Increased revenue
  • New customers
  • Brand awareness
  • Customer satisfaction

What are the principles of good customer relationships?

  • Active listening
  • Showing empathy
  • Personalized customer experience
  • Understanding/knowing your customers – CRM system

How do you build customer relationships?

Automate processes

To retain the customers, your company needs to establish automation processes. 

Let’s divide them into categories for this explanation. There can be “internal automation” and “external automation”. Internal automation is to make the internal processes work smoothly. For example, for different departments/agents, you can set Automated ticket distribution in LiveAgent. This helps your agents work efficiently. 

 On the other hand, creating “external automation”, such as email marketing, can help you keep in touch with your customers. Both automation processes have one thing in common, which is that they help you retain your customers in different ways.

Share customer data with different departments

To share customer data safely, you can use customer service software. This software will help you create SLAs, Rules, and more. Thus, the customer information will be only shared with employees/departments that are allowed to.

Personalize each customer experience

Here are few ways to create a personal customer experience:

  • Call the customer by their first name
  • Use the customer data for better customer experience
  • Keep it positive
  • Self-service option/experience

Communicate

Communication is key in any relationship. So, it should not surprise you that it is no different from customer relationships. To establish these, you need to communicate with customers on many platforms. For instance; Facebook, Twitter, Email, or in real life. Everywhere you get a chance! This is where your customer service usually comes in.

How can customer service software help your customer relationships?

It can be difficult for customer service to take care of all customer inquiries. On top of that, they need to engage with customers on different posts on Social media. Thus, having customer service software can help them prioritize the importance of tickets. Besides, still managing to answer the posts from Social Media or other platforms. 

Customer service software, such as LiveAgent, can automatically distribute the tickets. Your company can set their preferences based on their needs. This ensures you engage with your customers while also answering regular customer inquiries.

If you would like to learn more about LiveAgent, read about all Features.

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