- Hey, this is Tom with Nextiva.
In this video, we'll give you five tips
on how to provide awesome customer service
and how to better implement them into your business.
Our first tip will set up the groundwork for your service.
Have a plan.
A customer service strategy
is a plan that you know in and out
to better handle customer interactions.
It provides a consistent customer experience
for every customer throughout their individual journeys.
By having a strategy,
you'll improve your customer experience,
thus creating a more loyal customer base.
To make your strategy come to life,
be sure to keep track
of your key performance indicators or KPIs,
and improve on the ones
that your company is struggling with.
Your KPIs keep track of your customer data
and provide an instant look
into how well your customer service is going.
If you're not sure where to start with KPIs,
take a look at our other video
that lists the best KPIs to keep on top of.
Once you know what you wanna keep track of,
the next step is to set goals
to constantly improve on the KPIs that you're tracking.
Be sure to make specific goals that focus on one area.
Your goal should be challenging enough to keep growing,
but should be reachable with good effort.
Try not to think too big or too far ahead.
After you update your customer service strategy,
be sure to create a reliable customer feedback loop
so you can keep improving
on the way you serve your customers.
A feedback loop gathers feedback from your customers
to your customer service reps.
That feedback then gets input
from your customer service reps back to you.
You can do this by listening to your customers
through surveys, polls, social media, focus groups,
and conversations with your reps.
This way, you can improve your products, features,
positioning, and all business communication.
Also, be sure to listen to your reps
about their experience servicing your customers.
This way, you can identify opportunities
for training programs and hiring.
Finally, the best customer service reps
focus on customer relationships.
They feel empowered and supported
to do right by the customer.
Make this approach the background
of all your customer service goals that you set.
Lastly and most importantly,
make having an awesome customer experience
your number one priority.
If you adopt a whatever it takes mentality
and you're focused on all the previous goals,
then having a successful customer service strategy
will be the result of focusing on customer happiness.
Adopting a customer-first mindset across the board,
including support teams as well as customer-facing teams,
makes everyone better at their jobs.
If you're ready to see a few more tips
on how having a great customer service strategy
can help you grow your business,
check out our blog post linked in the description below.
Also, be sure to visit nextiva.com.
And if you want weekly info
about VoIP and connected communications,
remember to subscribe to the YouTube channel
and turn on notifications to stay in the loop.
Again, this is Tom with Nextiva.
We'll see you next time.
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LiveAgent offers a variety of customer service software and VoIP phone systems. They also provide self-service software and complaint management systems for startups.
Customer service is crucial for businesses. Agents must be knowledgeable and understanding, making customers feel valued. Metrics like CSAT and NPS help measure satisfaction and identify areas for improvement. Aim for a CSAT score of 80% or higher.
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