Redefining the Customer Experience in Covid-19 Times
Finding new customers is around 25 times more expensive than keeping existing happy and loyal. If you are looking for a way to improve your customer retention rates, focus on providing the best possible service. While this may sound like an easy thing to do, it is actually quite complicated. Over the past few months, businesses all over the world have had to adjust to the new reality created by the COVID-19 health crisis.
Instead of letting this global health crisis derail your customer service efforts, you need to learn how to adapt and change. Failing to make the right changes to increase the level of customer service being offered can create lots of problems. Below are some things you need to consider when trying to redefine customer service during the time of COVID-19.
Provide Your Team With Modern Tools
Making sure your employees have the tools they need to provide excellent customer service is imperative. If your business requires employees to call multiple customers a day, then a progressive dialer is a great investment. If you are unfamiliar with this technology, you may be asking ‘what is progressive dialer and how can it help your business’.
In short, a progressive dialer allows you to schedule a series of calls for your team. Each time a team member is done speaking with one customer, the progressive dialer will start the process of contacting the next person on the list. When used correctly, a progressive dialer provides you with the ability to make tons of customer calls in a relatively short amount of time.
Get Personal With Video Chat Software
Being able to put a face with your company’s name is something most consumers are passionate about. If you are trying to avoid breaking social distancing rules in your area but still want face to face interactions with your clients, video chat software is a must. Placing a video call to new clients is a great way to provide them with a meaningful and personal interaction. Before you place this call, be sure to give the customer in question a heads up/
You also need to have an outline to work with. This outline will allow you to stay on message. In most cases, new customers will have a lot of questions. Answering these questions quickly and authoritatively can help you make a great impression on a new customer.
Use Electronic Signature Capture Programs
During the new customer onboarding process, you will need to get a number of documents signed. Since you won’t be able to meet face to face to get these documents signed due to the COVID-19 health crisis, you need to embrace the power of technology. For years, business owners have used digital signature capture programs to get paperwork signed.
Not only is this technology easy to use, it is also very secure. Before choosing a signature capture program to use with your clients, do your homework. Ideally, you want to find a program that has plenty of positive reviews and that is user-friendly. With the implementation of this software, you can get the signatures you need from customers regardless of where they are located in the world.
Don’t Run Away From Technology
Adapting to meet the needs of your customers during these uncertain times is imperative. The key to keeping your customer service levels high is finding the right tools and using them. Routinely auditing your approach to customer service and making the appropriate changes can help you keep clients loyal and satisfied. The time and money invested in bulking up your customer service will pay off in the long run.
