Today’s customers demand excellent service. However, the coronavirus crisis has put many businesses under pressure, and customer service is often one of the first areas to give. How can you ensure your business continues to provide exemplary customer service in these challenging times?
Customer Experience is an essential in your customer satisfaction arsenal
Tobi Skovron knows all too well the importance of customer experience (CX). He values it so much his business, Melbourne co-working space, CreativeCubes.Co, has a ‘Happiness Team’ whose sole purpose is to meet the needs of CreativeCubes.Co’ clients. To ensure the team hits the mark, Skovron puts data to work.
“Salesforce has helped transition our raw ideas into vibrant fully-fledged communities with the best of everything on offer,” Skovron tells Small Business First.
Skovron says utilising Salesforce solutions such as Sales Cloud and Service Cloud allows CreativeCubes.Co to quickly adapt to changing business circumstances and customer needs.
“With the tools we use from Salesforce; we can glean data in real-time to help us make informed decisions that ultimately steer us on product, service and support of our members.
“Without the tools, intel, data and critical information that is centrally housed, the Happiness Team would be operating in the dark. Which would ultimately deliver a half-baked member experience at best,” he says.
Reimagine your workplace and customer strategy
The CreativeCubes.Co founder says the pandemic has brought forward the future of work by almost a decade. The savvy entrepreneur explains he has seen an increased demand from businesses eschewing traditional office spaces with their fixed term leases and fit-outs in favour of CreativeCubes.Co more tailored approach.
“In the wake of the C-19 storm, we’re supporting companies that have reviewed their workplace strategy by either replacing or complimenting fixed leased office space with flexible office space,” he says.
“Leading companies have shifted their mindset from stature to focusing inwards on their employees. Gone are the days where employees have to work where their company is headquartered. Being flexible isn’t just about working from home (for most it is not an option). Should COVID not have happened, then we’d probably only start seeing this in five years plus time.”
Make customer communication a priority
As the pandemic continues to throw changes at your small business, it’s crucial you share any relevant information with your customers. Sending out an email blitz could be a simple solution. However, a better way to address any issues or concerns is to set up an FAQ section on your website. Doing so allows you to disseminate information to existing customers as well as anyone new to your business. The information could be as simple as opening hours or COVID-safe practices or any changes to products or services.
For Skovron this has meant ensuring communication is tailored to suit his members.
“The Salesforce tools we use have kept us delivering wow experiences to our members,” he says. “It has transitioned us to them looking at us for advice and support during COVID because our communication and swift and prompt action has blazed the trail they are now following closely.”
Put AI, chatbots and self-service to work for you
It’s no surprise that your customer service team may be feeling a little overwhelmed by inquiries at the moment. To help ease the burden, give over some of the power to your customers. At present, your team may be spending a lot of time fielding basic questions. Consider how you can make use of chatbots or self-service to respond. If customers are clogging up your phone line looking for basic answers, speak to your phone provider about filtering the calls. An automated response or recorded message could prompt customers so that only those that need to talk to someone get put through to your staff. Similarly, by providing your customers with online access to their account details, it’s easy for them to update information or preferences as needed. If your business uses customer-facing apps, you can consider extending your CRM data into these apps too, allowing your customers another avenue to access their information.
Make mobile a priority
With so many Australians working from home, much of their day-to-day communication is often via mobile. Ensuring your site is optimised for mobile is imperative. If your business runs any apps, it could also be time to upgrade from a mobile responsive app to one that is native to mobile.
For more expert advice on how to make the new world of customer experience work for you, download the Small Business Growth Toolkit
This article was first published on Small Business First. You can see the original content here.