Whereas doctors and medical researchers work to find a cure for the ongoing pandemic, businesses and industries around the globe are under pressure to deal with gigantic interruption to supplies, production, and customer service.
For customer service experts, the outbreak is causing too many issues, such as they have tons of pending requests. They are struggling hard with uncountable pending refunds, order cancellations. Due to these pending customer services, many clients are unhappy with the brands, and several are even angry and very obsessed.
In such kind of challenging customer service environment, managing excellent level service can be a lot challenging, since companies are already coping with pending service requests. That’s not enough, and they are also continually getting new customer requests.
In this article, we have gathered some very important tips to help you make better communication during the crisis. These tips will boost your customer service quality even throughout the pandemic, and your employees will be able to offer top-notch services to your customers.
Tips for Better Customer Service During the Covid-19 Outbreak
- Collect All Necessary Information
Accumulating the required information is the first step to manage your support request and client communication during the epidemic. To collect all of the basic information of your company for providing better customer service, you may ask some questions like:
- What is your approach to decision-makers or policy?
- When to hope for updated details?
- Who best knows the probable effect on your company and clients?
- Do you have present policies for order cancellation times, refunds, product replacement?
- Have you set any important dates for your customers to know?
You can discuss these questions from your customer management staff and then ensure to collect as much information about your customer service. The next step will optimize your team to provide top-notch service.
- Making Your Team
Make an informative internal document
Your company’s front-line service staff may struggle hard to understand what’s going on and how to manage this. You have to set up a new team with more members to cope with the current situations.
First, pick a location which is available to all relevant people. You can select an internal knowledge base; a page which you can update easily. On the page, you can mention all of the collection information about customer service. Once the page is done, give that all information to your customer handling team and members. Tell them that they can find any information regarding present situation in that page. They can subscribe to your email t get further details or updates on that page.
Making Announcements for Customers
Now prepare an informative source for your customers too. This will make them feel secure and updated with your company’s current stats. As you have prepared a detailed document for your employees, make another one for your existing customers. Then make sure the page is available to all customers easily.
You can mention why the service or their request are being delayed and when they can expect their refunds. This will significantly lower the burden and pressure on your service team, and they will be able to provide better consumer service.
Setting Up the Prepared Answers to Customer Queries
In present situations, there can be tons of common questions and customer queries from your existing customers. Preparing some default answers to the commonly asked customer questions can help many of your consumers to relax for a while. Make sure to show empathy, clarity, trustworthiness, and beneficial information in your answers.
- Equipping Your Customer Service with Tools
Here you can create a help desk kind of tool to serve your consumers for their queries, replies, emails, and more. Below is a suggestion for what kind of tools you can use to provide better consumer services:
Making Saved Replies or Automated Replies
Help Scout is one of the best tools to provide these services effortlessly. There are many other tools as well that you can use to provide saved replies.
Customer Service Automation
There are a lot of tools to make this happen in your company. This can boost up your responses even when you have lots of pending queries and requests.
Update Your Customers with Your Public Statement
You have already created a public statement or announcements, but is it necessary that your customers will pay attention to it. You can appreciate them to read your announcements regarding the pandemic affecting your service
Update the Email Footers
Your email service needs to be tweaked a bit. You have to put a link to your public announcement page in the footer of your emails. This will help your customers to be updated with why they are facing delayed service.
Hariom Balhara is an inventive person who has been doing intensive research in particular topics and writing blogs and articles for E Global Soft Solutions. E Global Soft Solutions is a digital marketing, seo, smo and web development company that comes with massive experiences. We specialize in digital marketing, web design and development, graphic design, and a lot more.
Customer touchpoints are particular places in the buyer journey where potential, as well as existing customers, interact with your brand.
A bad experience at one touchpoint can quickly downgrade the user’s perception of various good experiences at other touchpoints in the past.HOW TO IDENTIFY CUSTOMER TOUCHPOINTS?A few of your customer touchpoints should be apparent.
If not, you can invite all your existing customers to take part in your survey to collect data, or you can also add this question to your signup form to obtain data when a potential customer signs up for a free trial or purchases a product.OPTIMIZING 11 COMMON CUSTOMER EXPERIENCE TOUCHPOINTSHere are the eleven most common touchpoints along with tips to optimize the customer experience at each of them.WebsiteWhen optimizing your site’s homepage and product landing pages, you must strive to explain your products/services in the most precise way possible.
This builds a horrible customer experience and drives the prospects away to other websites searching for solutions.If you face troubles in describing your product within the boundaries of your chosen landing page design, then you can consider embedding videos or adding links to blog posts or help docs to allow the visitors to access more in-depth details about your product without having to navigate away.Another crucial thing to remember is to maintain transparency with your product pricing to make your website clear.
And if through your blog, you have been able to build a lot of trust with that audience successfully during the past months or years, the first product they consider will be yours.Social MediaMany marketing blogs online will advise you to have an account on every social media platform: Imagine the volume of sales you may be losing out right now by not posting stories on Snapchat!But the truth is that it is always better to focus on a couple of channels – specifically speaking, the ones where your target audience spends the majority of their time online and where you can maintain your presence actively.Prospects might approach you with queries on social media sites that you do not check regularly or keep an eye on closely.
Instead of making them dig through your site searching for what they saw in that ad, offer them a great experience by leading them to the most relevant page.Referral ProgramsA lot of brands offer affiliate programs in which they pay a small bonus or reward whenever a referral leads to a conversion or sale.
To make the SEO service result-oriented the extent analysis of the website is very important.
As analysis help you to understand the nature of the website to make a proper SEO strategy.
At SEO company in Kolkata, we have handled thousands of SEO projects.
We have a great understanding of the optimization of websites.
We have developed a top-notch strategy for SEO and digital marketing service.
Our SEO service can beat your competitors to bring your website to the top.
Need quick support to Setup Alexa?
Then don’t think too much just dial Alexa Helpline Number at US/Canada Toll-Free: +1 877-264-9747.
Need expert help for Roku Setup?
Then dial Roku Customer Service at US/Canada Toll-Free: +1 844-756-1728 and our experts help you Setup Roku correctly.
