[{"data":1,"prerenderedAt":47},["Reactive",2],{"featurePages":3,"blogPosts-customer-service-tips":4},[],{"slug":5,"id":6,"uuid":7,"title":8,"html":9,"comment_id":6,"feature_image":10,"featured":11,"visibility":12,"created_at":13,"updated_at":14,"published_at":15,"custom_excerpt":16,"codeinjection_head":17,"codeinjection_foot":17,"custom_template":17,"canonical_url":18,"authors":19,"tags":26,"primary_author":40,"primary_tag":41,"url":42,"excerpt":16,"reading_time":43,"access":44,"comments":11,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":45,"meta_description":16,"email_subject":17,"frontmatter":17,"feature_image_alt":46,"feature_image_caption":17},"customer-service-tips","62da9fd2730b190d1c2d7a5f","37053ddb-7e75-464f-a38e-ebb7e2999843","30 customer service tips you can adopt right now","\u003Cp>\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://cdn2.assets-servd.host/paltry-coyote/production/exports/2194a329d6f053118e42d885fe38fae7/zendesk-cx-trends-2022-report.pdf?ref=www-internal-blog.chatwoot.com\">81 percent of customers\u003C/a> say that a good customer experience increases their willingness to make another purchase. That is incentive enough for us to ramp up our customer experience and satisfaction.\u003C/p>\u003Cp>To help you get there faster, we curated some tips on customer service which will (definitely) help you achieve excellence. Let us dive in.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"1-proactive-customer-service-is-the-road-to-take\">1. Proactive customer service is the road to take\u003C/h3>\u003Cp>Don’t wait for your customers to reach out to you with their problems. Address customer issues even before they arise. \u003Cem>Your customer service should be proactive, and not reactive.\u003C/em>\u003C/p>\u003Cp>When you solve customer-related problems even before they reach out, you show that they are your priority. After all, your customers are your \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/customer-service-importance/?ref=www-internal-blog.chatwoot.com\">greatest source of earning revenues\u003C/a>.\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/SlackHQ/status/936659222707585024?ref_src=twsrc%5Etfw&ref=www-internal-blog.chatwoot.com\">An interesting example here\u003C/a> would be how Slack approached some of its technical drawbacks before any user pointed them out. Take a look:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/slack-proactive-service.jpeg\" class=\"kg-image\" alt=\"example of proactive service\" loading=\"lazy\" width=\"940\" height=\"1600\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/slack-proactive-service.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/2022/09/slack-proactive-service.jpeg 940w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/SlackHQ/status/936659222707585024?ref_src=twsrc%5Etfw&ref=www-internal-blog.chatwoot.com\">Slack Twitter handle\u003C/a>\u003C/em>\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"2-your-feedback-forms-should-be-easy-to-use-for-both-your-customer-service-team-and-customers\">2. Your feedback forms should be easy to use for both your customer service team and customers\u003C/h3>\u003Cp>Let's face it. Your customers aren’t really fond of filling out surveys or feedback forms. Your customers might be willing to rate your products but they won’t be willing to spend extra time for that.\u003C/p>\u003Cp>The simpler you make your surveys, the higher the chances for you to get more feedback forms filled. Following are some tips to keep your feedback surveys user-friendly.\u003C/p>\u003Cul>\u003Cli>It is better if your customers don’t have to log in to provide feedback.\u003C/li>\u003Cli>Try asking for feedback through emails. Send them the link to the survey, or create an \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.mailmodo.com/guides/amp-for-email/?ref=www-internal-blog.chatwoot.com#what-is-amp-for-email\">AMP email\u003C/a> where they can provide you feedback by interacting within the email itself.\u003C/li>\u003Cli>You can offer incentives to customers who complete your surveys. For instance, \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.starbucks.in/card/rewards/rewards-program-ts-and-cs.html?ref=www-internal-blog.chatwoot.com\">Starbucks offers ten stars to customers\u003C/a> who complete the entire survey. These stars can be redeemed against purchases.\u003C/li>\u003Cli>Keep your questions direct and simple. Ask the right questions in your surveys.\u003C/li>\u003C/ul>\u003Cp>Given below are some samples of simple survey questions you can ask. \u003C/p>\u003Cp>\u003Cem>Note: This list is not exhaustive but just a glimpse into basic feedback questions. \u003C/em>\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/07/Survey-feedback.jpeg\" class=\"kg-image\" alt=\"Sample feedback survey on customer service executives\" loading=\"lazy\" width=\"2000\" height=\"2500\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/07/Survey-feedback.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/07/Survey-feedback.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2022/07/Survey-feedback.jpeg 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2022/07/Survey-feedback.jpeg 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch3 id>\u003Cbr>\u003C/h3>\u003Ch3 id=\"3-use-email-templates-for-better-engagement\">3. Use email templates for better engagement\u003C/h3>\u003Cp>You are more likely to save hours every week when you use email templates for customer engagement and communication.\u003C/p>\u003Cp>The average workday for customer service reps includes \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://hbr.org/2019/01/how-to-spend-way-less-time-on-email-every-day?ref=www-internal-blog.chatwoot.com\">28% of the time for reading and replying to emails.\u003C/a> That amounts to 2.6 hours per day. Email templates speed up the sending process, saving you significant time.\u003C/p>\u003Cp>Moreover, standard email templates help you to maintain branding and consistency. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.forbes.com/sites/gabrielshaoolian/2018/08/10/10-marketing-web-design-branding-statistics-to-help-you-prioritize-business-growth-initiatives/?sh=3de042d2d708&ref=www-internal-blog.chatwoot.com\">Your revenue can increase by 23%\u003C/a> when you maintain brand consistency.\u003C/p>\u003Cp>Look at a few examples of standard customer service email templates that will save your time and energy.\u003C/p>\u003Cp>\u003C/p>\u003Cp>➡️ \u003Cstrong>\u003Cu>Dealing with customer complaints and grievances\u003C/u>\u003C/strong>\u003Cbr>\u003C/p>\u003Cblockquote>Dear (customer first name),\u003Cbr>Hope you are doing great.\u003Cbr>\u003Cbr>I am very sorry that you had an unpleasant experience with us. We uphold our customers' opinions above everything else. (Address the summary of the complaint, for example, I understand how frustrating and inconvenient it is when refunds get delayed).\u003Cbr>\u003Cbr>I have passed this on to my team and rest assured, suitable action from our side will be taken within the next 24 hours. Your refund will reflect in your account within the next 3 days.\u003Cbr>\u003Cbr>We will make sure that you never have to face such an inconvenience again in the future.\u003Cbr>\u003Cbr>Here is a discount voucher and 10 credit points for you as a token of apology from our side. Thank you for being patient and I appreciate you again for taking the time to provide us with the necessary feedback along with your complaint. I apologize once again for the inconvenience.\u003Cbr>\u003Cbr>Regards,\u003Cbr>\u003Cbr>(Your name),\u003Cbr>Customer Service at XYZ Inc.\u003C/blockquote>\u003Cp>\u003C/p>\u003Cp>\u003C/p>\u003Cp>➡️ \u003Cu>\u003Cstrong>Follow-up email template\u003C/strong>\u003C/u>\u003Cbr>\u003C/p>\u003Cblockquote>Dear (customer first name),\u003Cbr>Hope you are doing great.\u003Cbr>\u003Cbr>I wanted to check in with you regarding the issue you had the other day. Was it resolved? Do you need any additional help?\u003Cbr>\u003Cbr>I’d be happy to assist you in any case. Have a great day.\u003Cbr>\u003Cbr>Regards,\u003Cbr>\u003Cbr>(Your name),\u003Cbr>Customer Service at XYZ Inc.\u003C/blockquote>\u003Cp>\u003Cbr>\u003C/p>\u003Ch3 id=\"4-don%E2%80%99t-push-your-customer-service-reps-to-deliver-service-at-breakneck-speeds\">4. Don’t push your customer service reps to deliver service at breakneck speeds\u003C/h3>\u003Cp>\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.helpscout.com/blog/live-chat-statistics/?ref=www-internal-blog.chatwoot.com\">73% of the customers believe\u003C/a> that the most important thing businesses can do to provide good customer service is to value their time.\u003C/p>\u003Cp>Timely replies are helpful for better customer engagement. But you shouldn’t be pushing your customer service team to only focus on how fast they are replying, or how many calls they are attending in a minute.\u003C/p>\u003Cp>The focus should be whether they are addressing the customer’s issue to the best of their abilities or not.\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://kayako.com/live-chat-software/statistics/?ref=www-internal-blog.chatwoot.com\">95% of people claim\u003C/a> they would prefer spending more time if it meant getting better assistance. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://khoros.com/blog/must-know-customer-service-statistics?ref=www-internal-blog.chatwoot.com\">83% of the customers\u003C/a> are more likely to remain loyal to companies that address their issues. \u003C/p>\u003Cp>When you are focusing more on closing the conversation faster rather than on resolving the issue fully, you might end up disappointing your customers. And that doesn't help anyone.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"5-maintain-a-separate-social-media-account-for-customer-support\">5. Maintain a separate social media account for customer support\u003C/h3>\u003Cp>Often, customer feedback and complaints might get lost in the large pool of marketing and other posts. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/factors-affecting-customer-satisfaction?ref=www-internal-blog.chatwoot.com\">To ensure maximum customer satisfaction\u003C/a>, it is important that you don't miss their complaints and queries. \u003Cbr>\u003C/p>\u003Cp>One of the best ways to do this is to maintain a separate social media account for customer support. Many successful and famous brands have adopted this approach to ensure \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/guide-to-building-customer-experience-strategy?ref=www-internal-blog.chatwoot.com\">better customer experience and satisfaction\u003C/a>. \u003Cbr>\u003C/p>\u003Cp>Shopify, for instance, has \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/ShopifySupport?t=Pisluv9Om9jZye4hjt1-aw&s=09&ref=www-internal-blog.chatwoot.com\">a separate Twitter handle\u003C/a> to deal with customer grievances. They address customer queries on this handle. \u003C/p>\u003Cp>They also post interesting updates and polls to keep customers engaged. This is what we found on their Twitter handle. 👇\u003Cbr>\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/shopify-support.jpeg\" class=\"kg-image\" alt=\"Separate social media for addressing customer complaints\" loading=\"lazy\" width=\"1080\" height=\"830\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/shopify-support.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/09/shopify-support.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/2022/09/shopify-support.jpeg 1080w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cbr>\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/shopify-example-support.jpeg\" class=\"kg-image\" alt=\"Different account for customer issues\" loading=\"lazy\" width=\"1080\" height=\"712\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/shopify-example-support.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/09/shopify-example-support.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/2022/09/shopify-example-support.jpeg 1080w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/ShopifySupport?t=Pisluv9Om9jZye4hjt1-aw&s=09&ref=www-internal-blog.chatwoot.com\">Shopify Support\u003C/a>\u003Cbr>\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/examples-of-best-customer-service-experience?ref=www-internal-blog.chatwoot.com\">Read the 7th point here\u003C/a> to know more about Shopify's customer service experience, and for similar inspiring stories.\u003Cbr>\u003C/p>\u003Cp>The departmental store giant, Target also has a similar customer support Twitter handle called “\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/asktarget?ref=www-internal-blog.chatwoot.com\">Ask Target\u003C/a>.” Customers can post any and every query that they have and their customer service specialists carefully address all the queries.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/asktarget-support.jpeg\" class=\"kg-image\" alt loading=\"lazy\" width=\"738\" height=\"1600\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/asktarget-support.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/2022/09/asktarget-support.jpeg 738w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/asktarget?ref=www-internal-blog.chatwoot.com\">AskTarget\u003C/a>\u003C/p>\u003Cp>Evernote, which is a note-taking app, also has a customer support Twitter handle called “\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/evernotehelps?lang=en&ref=www-internal-blog.chatwoot.com\">Evernote Helps\u003C/a>.” they use this Twitter handle to address customer queries and complaints.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/evernote-helps.jpeg\" class=\"kg-image\" alt loading=\"lazy\" width=\"1080\" height=\"866\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/evernote-helps.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/09/evernote-helps.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/2022/09/evernote-helps.jpeg 1080w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/evernotehelps?lang=en&ref=www-internal-blog.chatwoot.com\">Evernote Helps\u003C/a>\u003C/p>\u003Ch3 id=\"6-reduce-your-response-time-with-reasonably-quick-replies\">\u003Cbr>6. Reduce your response time with reasonably quick replies\u003C/h3>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.superoffice.com/blog/customer-service-benchmark-report/?ref=www-internal-blog.chatwoot.com\">62% of the companies\u003C/a> do not reply to emails sent to their customer service team.\u003C/p>\u003Cp>Delays can make customers dissatisfied with your services. And when your customers are dissatisfied, you lose out on potential sales and revenue.\u003C/p>\u003Cp>Hence, an important customer service tip is to keep your First Response Time low. Get a customer engagement tool that provides you \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/features/conversations-report?ref=www-internal-blog.chatwoot.com\">conversation metrics\u003C/a> like First Response Time, Resolution Time, Resolution count, etc.\u003C/p>\u003Cp>However, you'll need to respond within your business hours. It is also crucial to let your customers know when you are not working / are outside your working hours. This maintains genuine expectations. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/features/business-hours?ref=www-internal-blog.chatwoot.com\">This is how\u003C/a> you can enable and automate your business hours from Chatwoot.\u003C/p>\u003Cp>Once, all this is setup, you can highlight your response times on your \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/guide-to-providing-live-chat-customer-support?ref=www-internal-blog.chatwoot.com\">live chat\u003C/a> widget. Examples:\u003C/p>\u003Col>\u003Cli>“Response time on our live chat is as less as 1 minute.”\u003C/li>\u003Cli>“We respond to your emails within 30 minutes of receiving it.”\u003C/li>\u003C/ol>\u003Cp>\u003C/p>\u003Ch3 id=\"7-do-it-the-ritz-carlton-way\">7. Do it the Ritz Carlton way\u003C/h3>\u003Cp>Giving power to your customer service reps is an important step to ensure excellent customer service delivery.\u003C/p>\u003Cp>When you are constantly policing your customer support team, they might feel restricted and disconnected from their job. It is important to hand over the baton to them. This also makes them feel valued and appreciated.\u003C/p>\u003Cp>And when your employees feel trusted, you can be assured that they will deliver their best to your customers.\u003C/p>\u003Cp>A relatable example here is how Ritz Carlton gives the freedom to deliver excellent customer service. The customer service representatives at Ritz Carlton are given up to $2000 to assist their customers in anything that they need. The employees can use this money as and when they feel necessary for serving a customer. \u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"8-don%E2%80%99t-forget-to-appreciate-your-customers\">8. Don’t forget to appreciate your customers\u003C/h3>\u003Cblockquote>\u003Cem>Don’t be frugal with your “Thank Yous” when it comes to appreciating your customers.\u003C/em> \u003C/blockquote>\u003Cp>We have recently published an article on \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/customer-service-importance/?ref=www-internal-blog.chatwoot.com\">20 reasons why customer service is important to drive your business results\u003C/a>. This helps us understand the power customers hold over your business. \u003C/p>\u003Cp>They are your biggest source of revenue, word-of-mouth advertising, and building brand value. So appreciating them can be very impactful for your business.\u003C/p>\u003Cp>We have curated a list on some of the ways you can thank your customers.\u003C/p>\u003Col>\u003Cli>If possible, send your customers a handwritten note. Here is an example of some beautiful handwritten notes.\u003C/li>\u003C/ol>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/handwritten-notes-for-customer-experience.png\" class=\"kg-image\" alt=\"client appreciation\" loading=\"lazy\" width=\"780\" height=\"439\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/handwritten-notes-for-customer-experience.png 600w, https://www-internal-blog.chatwoot.com/content/images/2022/09/handwritten-notes-for-customer-experience.png 780w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.cbc.ca/radio/costofliving/from-sick-leave-to-salary-transparency-with-handwritten-sushi-jokes-in-between-1.6304895/more-businesses-try-the-personal-touch-with-hand-written-notes-1.6304908?ref=www-internal-blog.chatwoot.com\">CBC\u003C/a>\u003C/em>\u003C/p>\u003Cp>2. Donate to causes that your customers will resonate with. This will make them feel more positive about your business.\u003C/p>\u003Cp>Zomato, for instance, has an option of adding an extra Rs. 2 to donate to initiatives like “\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.feedingindia.org/donate/help-save-my-india?ref=www-internal-blog.chatwoot.com#:~:text=With%20your%20generous%20support%2C%20we,our%20initiative%20India%20Needs%20Oxygen.&text=9%2C323%20Oxygen%20Concentrators%20were%20delivered,the%20last%20one%20in%20progress.\">Feeding India\u003C/a>” every time you order food.\u003C/p>\u003Cp>3. A good way to show that you value your customers is to offer free services in times of need.\u003C/p>\u003Cp>Trader Joe’s doesn’t have an option of delivery services. But they went above and beyond to deliver groceries to an old man stuck in his house during a snowstorm.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"9-adopt-the-reputation-management-tools-that-suit-you\">9. Adopt the reputation management tools that suit you\u003C/h3>\u003Cp>\u003Cem>We are living in the digital era where a single comment online can make or break your reputation.\u003C/em>\u003C/p>\u003Cp>Under such circumstances, it is important to keep a track of your customer reviews and comments.\u003C/p>\u003Cp>This is how a dashboard of a standard reputation management looks like:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/reputation.png\" class=\"kg-image\" alt=\"dashboard example for increasing CS productivity\" loading=\"lazy\" width=\"1600\" height=\"900\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/reputation.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/09/reputation.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2022/09/reputation.png 1600w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.geckoboard.com/dashboard-examples/marketing/social-media-monitoring-dashboard/?ref=www-internal-blog.chatwoot.com\">Geckoboard\u003C/a>\u003C/em>\u003C/p>\u003Cp>There are various reputation management tools that you can use for this purpose. Listed below are some of the tools that you can use to track online mentions for your business.\u003C/p>\u003Cp>i. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://brandmentions.com/socialmention/?ref=www-internal-blog.chatwoot.com\">Social Mention\u003C/a>\u003C/p>\u003Cp>ii. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.semrush.com/?ref=www-internal-blog.chatwoot.com\">SEMrush\u003C/a>\u003C/p>\u003Cp>iii. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://sentione.com/?ref=www-internal-blog.chatwoot.com\">SentiOne\u003C/a>\u003C/p>\u003Cp>iv. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.reputology.com/?ref=www-internal-blog.chatwoot.com\">Reputology\u003C/a>\u003C/p>\u003Cp>v. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatmeter.com/?ref=www-internal-blog.chatwoot.com\">Chatmeter\u003C/a>\u003C/p>\u003Cp>vi. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.rankranger.com/?ref=www-internal-blog.chatwoot.com\">RankRanger\u003C/a>\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"10-positive-language-and-empathy-go-a-long-way\">10. Positive language and empathy go a long way\u003C/h3>\u003Cp>Customers love it when you treat them with empathy and kindness.\u003C/p>\u003Cp>Often, it might not be possible for your customer support team to solve the issue in one go. But using positive language in conversations will help retain customers even if their issue is not solved immediately. Customer support teams who practice empathy are \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.salesforce.com/content/dam/web/en_us/www/documents/research/state-of-service-4th-edition.pdf?ref=www-internal-blog.chatwoot.com\">2 times more likely\u003C/a> to be more efficient and better performers.\u003C/p>\u003Cblockquote>\u003Cem>Treat your customers the way you would like to be treated.\u003C/em>\u003C/blockquote>\u003Cp>Put yourself in your customer’s shoes and think how you would like to be treated. This is a golden tip in customer service. Even if the customer is wrong or unreasonable about something, it doesn't cost to stay polite. :)\u003C/p>\u003Cp>Instead of saying, “The product you are asking for is not available with us now,” your customer representatives can say that, “Apologies for the product being out of stock. We are trying our best to make it available for you within the next 3 days.”\u003C/p>\u003Cp>This will make your customers feel heard and valued.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"11-hold-regular-upskilling-and-personality-development-sessions-for-your-customer-service-team\">11. Hold regular upskilling and personality development sessions for your customer service team\u003C/h3>\u003Cp>Customer service is more dynamic now than ever. It is a continuously evolving field where one needs to upgrade their skillset.\u003C/p>\u003Cp>Before hiring, the majority of managers actively seek customer service skills. But both the rep and the business are responsible for continuous learning and development for improving customer service.\u003C/p>\u003Cp>Why?\u003C/p>\u003Cp>Because your business will enjoy \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.gallup.com/workplace/269405/high-performance-workplaces-differently.aspx?ref=www-internal-blog.chatwoot.com\">11% more profits\u003C/a> if you focus on keeping your customer service team upgraded.\u003C/p>\u003Cp>Organising company-wide upskilling sessions on time management, communications, empathy, and active listening is necessary for your customer service team.\u003C/p>\u003Ch3 id=\"12-personalisation-is-more-than-just-remembering-names\">\u003Cbr>12. Personalisation is more than just remembering names\u003C/h3>\u003Cp>Let's look at some inspiring numbers. 90% of the customers find personalisation to be appealing! \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://netcorecloud.com/blog/25-personalization-statistics-that-every-marketer-needs-to-know/?ref=www-internal-blog.chatwoot.com#:~:text=80%25%20of%20customers%20are%20more,their%20specific%20interests%20and%20desires\">80% of customers are more likely\u003C/a> to buy a product or use a service from a company that provides personalised experiences. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://netcorecloud.com/blog/25-personalization-statistics-that-every-marketer-needs-to-know/?ref=www-internal-blog.chatwoot.com#:~:text=80%25%20of%20customers%20are%20more,their%20specific%20interests%20and%20desires\">72% of customers engage\u003C/a> with marketing messages that are relatable to them.\u003C/p>\u003Cp>The best way to show your prospective customers that they are a priority is with a personalised touch.\u003C/p>\u003Cp>Now how to create this personalised touch? Take a look:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/07/Personalization-in-Customer-Success.jpeg\" class=\"kg-image\" alt=\"How to personalize customer experience?\" loading=\"lazy\" width=\"2000\" height=\"2000\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/07/Personalization-in-Customer-Success.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/07/Personalization-in-Customer-Success.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2022/07/Personalization-in-Customer-Success.jpeg 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2022/07/Personalization-in-Customer-Success.jpeg 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cbr>\u003C/p>\u003Ch3 id=\"13-build-a-user-community-online-for-better-customer-service\">13. Build a user community online for better customer service\u003C/h3>\u003Cp>Building an online community of your customers can be a great way to reduce pressure on your customer service team. That's because, most often, customers use these groups to clear their queries.\u003C/p>\u003Cp>For instance, \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.facebook.com/hubspot/groups\">HubSpot has different Facebook groups\u003C/a> for different kinds of users. Their online community also has experts who answer the queries posted by other users.\u003C/p>\u003Cp>Users can come and ask various questions and also help other users too.\u003C/p>\u003Cp>Canva too has built an online user community on Facebook called \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.facebook.com/groups/CanvaDesignCircle/?source_id=373884039318606\">Canva Design Circle\u003C/a>. Users can get new ideas and also get traction for their own designs.\u003C/p>\u003Cp>P.S. We have our own \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://discord.gg/yeqjfxc7?ref=www-internal-blog.chatwoot.com\">Discord community\u003C/a> too.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"14-maintain-an-integrated-customer-support-network-across-platforms\">14. Maintain an integrated customer support network across platforms\u003C/h3>\u003Cp>This is probably the most important tip on customer service. Try and adopt an \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/omnichannel-customer-service-meaning?ref=www-internal-blog.chatwoot.com\">omnichannel support\u003C/a> for your business.\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.revechat.com/blog/omnichannel-statistics/?ref=www-internal-blog.chatwoot.com\">More than two-thirds of all purchases\u003C/a> are made using a digital device of some kind. Customers use their cell phones to browse and explore before making purchases in-store or online.\u003C/p>\u003Cp>This makes it important to have customer support across all platforms including online websites and physical stores.\u003C/p>\u003Cp>Let us take a look at the data to make this more convincing. According to the \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works?ref=www-internal-blog.chatwoot.com\">Harvard Business Review\u003C/a>, 73% of consumers prefer to shop across multiple platforms. Moreover, customers who use multiple channels \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works?ref=www-internal-blog.chatwoot.com\">spend 10% more\u003C/a> on their online purchases and \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works?ref=www-internal-blog.chatwoot.com\">4% more\u003C/a> on their in-store purchases.\u003Cbr>\u003C/p>\u003Ch3 id=\"15-focus-on-first-contact-resolution\">15. Focus on First Contact Resolution\u003C/h3>\u003Cp>The percentage of calls and messages that are addressed immediately during the first interaction is known as First Contact Resolution (FCR).\u003C/p>\u003Cp>Why should you focus on FCR? Because it is an important metric for evaluating customer satisfaction. And higher the FCR rates, the higher the customer satisfaction.\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.ringcentral.com/us/en/blog/first-call-resolution-best-practices/?ref=www-internal-blog.chatwoot.com\">FCR rates\u003C/a> of around 90% are considered as high, while 40% is seen as the \"low\" end.\u003C/p>\u003Cp>How to improve your FCR?\u003C/p>\u003Cul>\u003Cli>Create a knowledge base of products and the common customer service issues that occur.\u003C/li>\u003Cli>Keep your customer’s purchase history and previous queries handy.\u003C/li>\u003Cli>Ensure that your customers have to put in minimal efforts while resolving their issues.\u003C/li>\u003Cli>Instead of just resolving the issue, engage with your customer in explaining how your resolved it.\u003C/li>\u003C/ul>\u003Cp>\u003Cu>\u003Cem>Related\u003C/em>\u003C/u>: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/crucial-customer-service-kpis?ref=www-internal-blog.chatwoot.com\">The 10 crucial customer service KPIs and how to track them?\u003C/a>\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"16-address-customer-issues-on-the-basis-of-urgency\">16. Address customer issues on the basis of urgency\u003C/h3>\u003Cp>Rank your customer issues on the basis of their urgency such as low, medium, and high. This will help you to understand which issues require your attention the most.\u003C/p>\u003Cp>But how will you identify which issue is of high priority for you?\u003C/p>\u003Cul>\u003Cli>Check for repeat customers first. If a customer is complaining again and again about the same issue, you need to pay attention to this urgently. This might also indicate that the customer will stop using your service soon if the issues continue.\u003C/li>\u003Cli>Customers who say that they will leave a negative review if their issue is not addressed first should be of high priority.\u003C/li>\u003Cli>Customers who are asking for refund need to be addressed urgently. Missing items, customer dissatisfaction, late delivery, and product damage commonly leads to anger followed by refund requests. It is in your company’s best interests to resolve such issues as soon as they arise.\u003C/li>\u003C/ul>\u003Cp>One of the ways to prioritise customer complaints is by using AI tools such as \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.sentisum.com/support-ticket-analytics?ref=www-internal-blog.chatwoot.com\">SentiSum\u003C/a>. This AI tool helps you prioritise customer issues on the basis of customer sentiments. That's sweet!\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"17-build-a-reliable-customer-service-team\">17. Build a reliable customer service team\u003C/h3>\u003Cblockquote>\u003Cem>Hire who you trust. And trust who you hire.\u003C/em>\u003C/blockquote>\u003Cp>Your quality of customer service depends on the quality of the people you hire.\u003C/p>\u003Cp>The quality of the customer service provided will determine purchasing decisions of \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://blog.hubspot.com/service/customer-service-stats?ref=www-internal-blog.chatwoot.com\">90% of your customers\u003C/a>. So it is important to hire the right kind of people for building that dream team of yours.\u003C/p>\u003Cp>We know that this cannot be done overnight. So here are some important questions that you can include right now in your interview process to understand your potential employees better.\u003C/p>\u003Cul>\u003Cli>Are you familiar with the company’s customer service delivery culture?\u003C/li>\u003Cli>How would you deal with a customer who is angry and shouting at you on call?\u003C/li>\u003Cli>What are the most important customer service skills for you?\u003C/li>\u003Cli>Which is more important for you, the number of queries you could take in a day or the number of queries you could successfully resolve within a day?\u003C/li>\u003C/ul>\u003Cp>The response of your potential employees to these questions will help you determine whether they are the right fit for your company or not.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"18-don%E2%80%99t-lose-sight-of-your-loyal-customers-while-focusing-on-new-ones\">18. Don’t lose sight of your loyal customers while focusing on new ones\u003C/h3>\u003Cp>Re-engaging your old customers is one of the most fruitful ways to generate more revenue. This is because they already know about your brand. They have experienced your services. So, it would be best to use different tips to re-engage your old customers. Use a \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.7shifts.com/team-communication/?ref=www-internal-blog.chatwoot.com\">work communication app\u003C/a> and involve your employees in re-engaging campaigns.\u003C/p>\u003Cp>Imagine that you had a knack for maintaining a rapport with your clients. How simple would it be for you to stay updated on their activities inside your app before letting them know about a new product or feature?\u003C/p>\u003Cp>Customer retention is cheaper than customer acquisition. And most importantly, \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://media.bain.com/Images/BB_Prescription_cutting_costs.pdf?ref=www-internal-blog.chatwoot.com\">the operating costs to serve old customers\u003C/a> are always less than that required to serve new ones.\u003C/p>\u003Cp>This is exactly why engaging with your old customers can open a gold mine for you!\u003C/p>\u003Ch3 id=\"19-it%E2%80%99s-okay-to-say-%E2%80%9Cno%E2%80%9D\">\u003Cbr>19. It’s okay to say “No”\u003C/h3>\u003Cp>You are not an Encyclopedia who knows it all. So it is completely okay to say no to your customers when you don’t know something.\u003C/p>\u003Cp>What is important is that you offer them alternatives to resolve their issue. Some alternate sentences that you can use are:\u003C/p>\u003Cul>\u003Cli>“I would appreciate it if you can give me 2 minutes to cross-check on the website and then get back to you.”\u003C/li>\u003Cli>“I understand that this is urgent. But I would like to borrow 5 minutes of your time so that I can understand the issue better before offering you a solution.”\u003C/li>\u003Cli>“My coworker, Sarah is experienced in that domain. Could you wait a moment while I ask him, please?”\u003Cbr>\u003C/li>\u003C/ul>\u003Cp>Note: This is not an exhaustive list but just some examples that you can adopt in your day-to-day customer conversations.\u003C/p>\u003Cp>Here is an email response from Zappos customer service team when they were unable to help a customer’s request.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/zappos.png\" class=\"kg-image\" alt=\"Email to customer\" loading=\"lazy\" width=\"975\" height=\"1023\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/zappos.png 600w, https://www-internal-blog.chatwoot.com/content/images/2022/09/zappos.png 975w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.qualtrics.com/blog/customer-service-examples/?ref=www-internal-blog.chatwoot.com\">Qualtrics\u003C/a>\u003C/em>\u003Cbr>\u003C/p>\u003Ch3 id=\"20-keeping-your-customers-interested-through-consistent-engagement-is-important\">20. Keeping your customers interested through consistent engagement is important\u003C/h3>\u003Cp>Why is customer engagement important? Because the more engaged they are with your business, the more revenues and goodwill you create for yourself.\u003C/p>\u003Cp>Customers who are fully engaged \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.gallup.com/workplace/311870/customer-centricity.aspx?ref=www-internal-blog.chatwoot.com\">generate 23% more profit\u003C/a> than inactive or disengaged customers. Your customers get disinterested easily if you leave them waiting for long or ignore their tags and comments on social media.\u003C/p>\u003Cp>Engaging with them constantly is the key to ensuring that you deliver to the best of your abilities. This will create a loyal base of customers and boost your brand value.\u003C/p>\u003Cp>An interesting example here would be how Netflix keeps its customers engaged on both \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/guide-social-media-customer-service?ref=www-internal-blog.chatwoot.com\">social media\u003C/a> and live chat.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/netflix-customer-engagement-on-social-media.png\" class=\"kg-image\" alt=\"example\" loading=\"lazy\" width=\"564\" height=\"284\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.radarr.com/blog/how-netflix-uses-social-listening/?ref=www-internal-blog.chatwoot.com\">Radarr\u003C/a>\u003C/em>\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/netflix-live-chat.png\" class=\"kg-image\" alt=\"example 2\" loading=\"lazy\" width=\"454\" height=\"709\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.reddit.com/r/PewdiepieSubmissions/comments/a8uzwf/on_the_netflix_customer_support_live_chat/?ref=www-internal-blog.chatwoot.com\">Reddit\u003C/a>\u003C/em>\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"21-use-automation-selectively\">21. Use automation selectively\u003C/h3>\u003Cp>Automation and AI-driven customer service is widespread. But it is important to use automation selectively.\u003C/p>\u003Cp>Automation would not always give the human touch that your customer service team can give. Taking over the live chat is sometimes better. This helps in providing personalised and humanised customer services.\u003C/p>\u003Cp>Consider automating grunt work including answering FAQs, assisting in orders and collaborating with team instead of customer interactions. \u003C/p>\u003Cp>Most advanced \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/features/shared-inbox?ref=www-internal-blog.chatwoot.com\">shared inbox\u003C/a> and support technologies enable customer service representatives to work on the same ticket. These tools also allow automatic updating of cases depending on which ones are open and which are closed.\u003C/p>\u003Cp>Get all your customer service reps to \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/features/teams?ref=www-internal-blog.chatwoot.com\">collaborate\u003C/a> with each other while they answer customer queries!\u003C/p>\u003Cp>\u003Cem>Related read\u003C/em>: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/will-customer-service-be-replaced-by-robots?ref=www-internal-blog.chatwoot.com\">Will customer service be replaced by robots?\u003C/a>\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"22-make-your-help-centres-user-friendly-and-easy-to-navigate\">22. Make your help centres user-friendly and easy to navigate\u003C/h3>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://hbr.org/2017/01/kick-ass-customer-service?ref=www-internal-blog.chatwoot.com\">81% of your customers\u003C/a> will try to solve their issues on their own before approaching your customer service team. So it is important that you make your help centres easy to navigate and user-friendly.\u003C/p>\u003Cp>But also keep in mind that your agents should be available for assistance in case of any difficulty. Have a look at the Nykaa help centre which has a very clean and catchy user interface.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/nykaa-help-center.jpeg\" class=\"kg-image\" alt=\"User-friendly help center\" loading=\"lazy\" width=\"810\" height=\"1600\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/nykaa-help-center.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/2022/09/nykaa-help-center.jpeg 810w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>You might wonder what makes Nykaa’s help centre so attractive? That's because:\u003C/p>\u003Cul>\u003Cli>There is a clear CTA on every option.\u003C/li>\u003Cli>Only the most essential and frequently used customer service options are listed for better navigation.\u003C/li>\u003C/ul>\u003Ch3 id=\"23-your-customer-service-reps-need-to-be-solution-focused\">\u003Cbr>23. Your customer service reps need to be solution focused\u003C/h3>\u003Cp>In customer service, there’s no such thing as “not my problem”.\u003C/p>\u003Cp>When a customer comes to you with a query, your approach should be solution-oriented and not defensive or argumentative. When you try to dismiss your customer’s queries, no matter how trivial they are, you highly risk increasing the customer churn rate.\u003C/p>\u003Cp>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://cx-trends-report-2022.zendesk.com/opportunity?ref=www-internal-blog.chatwoot.com\">76% of your customers\u003C/a> will leave your business if they have more than one bad experience. And we don’t quite like sending our customers to our competitors.\u003C/p>\u003Cp>Pay attention, listen, and find solutions together with your customer. Think of it like this: your customer is your friend who needs your help!\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"24-active-listening-is-the-key-to-customer-success\">24. Active listening is the key to customer success\u003C/h3>\u003Cp>Developing the habit of active listening is important for providing excellent customer service. Most of the problems in a business are because of poor communication skills.\u003C/p>\u003Cp>Enter: follow-up questions. When you ask follow-up questions, customers get assured that you are paying attention.\u003C/p>\u003Cp>Asking follow-up questions will always keep the conversation going––in a helpful way, of course.\u003C/p>\u003Cp>P.S. An important tip to keep in mind about active listening is to never interrupt your customers when they are speaking.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"25-know-your-products-and-services-in-and-out\">25. Know your products and services in and out\u003C/h3>\u003Cblockquote>\u003Cem>“Know what your customers want most and what your company does best. Focus on where those two meet.” \u003C/em>\u003C/blockquote>\u003Cp>\u003Cem>– Kevin Stirtz\u003C/em>\u003Cbr>\u003C/p>\u003Cp>When delivering customer service, it is important to have adequate knowledge of the products and services provided by the business. This will help you better serve your customers.\u003C/p>\u003Cp>Our experiences have shown us that a positive attitude, excellent communication, and product knowledge all go hand in hand. By mastering all of these, you can give your customer service representatives the resources they need to guarantee client happiness.\u003C/p>\u003Cp>Why?\u003C/p>\u003Cp>Because this will improve the company's reputation and boost sales. It will also lower customer complaints, and bring stability.\u003C/p>\u003Cp>One way in which your customer service reps can improve their product knowledge is through training by senior product specialists. This can be done during the \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.qualtrics.com/au/experience-management/employee/onboarding-new-employees/?ref=www-internal-blog.chatwoot.com\">onboarding of new employees\u003C/a> and also when new products are launched.\u003C/p>\u003Cp>\u003C/p>\u003Ch3 id=\"26-clear-communication-is-the-key-to-a-healthy-relationship\">26. Clear communication is the key to a healthy relationship\u003C/h3>\u003Cp>How many times have you fought with your friend because of some misunderstanding and communication gap? Clear communication is the only way to bridge that gap. Alright, we'll not get into that. But here's the point: To handle shocks, your clients' attitudes, and new obstacles appropriately, you must be an excellent communicator.\u003C/p>\u003Cp>Since every customer is different, every support situation will be unique. Knowing how to communicate in different situations will help you find effective solutions.\u003C/p>\u003Cp>This has become important more than ever because our businesses are now spread all over the world. So we need to know how to bridge the language barriers and also be inclusive of everyone’s sentiments.\u003C/p>\u003Cp>Below are a few tips to be a better communicator.\u003C/p>\u003Cul>\u003Cli>Be clear and concise in your responses.\u003C/li>\u003Cli>Always end calls with “what more can I do for you today?”\u003C/li>\u003Cli>Talk to them like humans and not auto-generated replies.\u003C/li>\u003C/ul>\u003Ch3 id=\"-1\">\u003Cbr>\u003C/h3>\u003Ch3 id=\"27-follow-up-after-addressing-a-customer%E2%80%99s-complaints-or-queries\">27. Follow up after addressing a customer’s complaints or queries\u003C/h3>\u003Cp>Try to follow up with your customers after resolving their issues. This will help you ensure that your customers are happy and satisfied.\u003C/p>\u003Cp>This can leave a lasting impression but is a step that only a few organisations take. Reaching out to a customer after resolving a complaint helps you achieve two important things:\u003C/p>\u003Cul>\u003Cli>It will help you get a sense of whether their issue has been completely resolved.\u003C/li>\u003Cli>Secondly, it will also remind them of the excellent customer service that they had received from your business. This might help you earn a few positive comments and feedback!\u003Cbr>\u003C/li>\u003C/ul>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/apple-support.png\" class=\"kg-image\" alt=\"apple service example\" loading=\"lazy\" width=\"1200\" height=\"826\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/apple-support.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/09/apple-support.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2022/09/apple-support.png 1200w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cem>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.superoffice.com/blog/follow-up-email/?ref=www-internal-blog.chatwoot.com\">SuperOffice CRM\u003C/a>\u003C/em>\u003C/p>\u003Ch3 id=\"28-the-carp-method\">\u003Cbr>28. The CARP method\u003C/h3>\u003Cp>\u003Cstrong>Control, Acknowledge, Re-focus, and Problem solve.\u003C/strong>\u003C/p>\u003Cp>Here’s how to use CARP:\u003C/p>\u003Cul>\u003Cli>Control the situation through patient verbal conversations.\u003C/li>\u003Cli>Acknowledge the issue or the mistake on part of your company and be empathetic towards the customer’s issue.\u003C/li>\u003Cli>Re-focus the discussion on how to arrive at the solution.\u003C/li>\u003Cli>Problem-solving with the customer by discussing alternate options and finding a middle ground best suited for the business and the customer.\u003C/li>\u003C/ul>\u003Cp>\u003C/p>\u003Ch3 id=\"29-close-conversations-but-dont-end-them-abruptly\">29. Close conversations but don't end them abruptly\u003C/h3>\u003Cp>The way you respond, shows how much you value your customers. But most importantly, it matters how you close the conversation as it creates a lasting impression on your customers.\u003C/p>\u003Cp>It matters whether your customers are pleased or not with the conversation while cutting the call or reading your replies on chats and emails.\u003C/p>\u003Cp>Some important but basic statements that you can keep in mind while closing a conversation are as follows:\u003C/p>\u003Cul>\u003Cli>\u003Cem>\u003Cem>\u003Cem>“Please let me know if you have any further questions or need my assistance”\u003C/em>\u003C/em>\u003C/em>\u003C/li>\u003Cli>\u003Cem>\u003Cem>\u003Cem>“We hope you will find our recommendations/ suggestions useful”\u003C/em>\u003C/em>\u003C/em>\u003C/li>\u003Cli>\u003Cem>\u003Cem>\u003Cem>“Thank you for being patient and cooperating with us. We look forward to serving you again”\u003C/em>\u003C/em>\u003C/em>\u003C/li>\u003C/ul>\u003Cp>\u003C/p>\u003Ch3 id=\"30-provide-incentives-to-your-customer-service-team\">30. Provide incentives to your customer service team\u003C/h3>\u003Cp>Incentivising the performance of your customer service team can boost their productivity. This, in turn, helps them serve your customers better.\u003C/p>\u003Cp>This is a crucial support tip to keep both your customers and employees happy. \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://haiilo.com/blog/employee-engagement-8-statistics-you-need-to-know/?ref=www-internal-blog.chatwoot.com\">69% of your employees\u003C/a> will be more dedicated when they feel valued and appreciated.\u003C/p>\u003Cp>You can appreciate your employees by creating a “Star Employee” or “Star of the Month” section on your website or newsletter. You can get as creative as you want!\u003C/p>\u003Cp>We drew inspiration from Ernst and Young. Maybe you can too.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/ey-appreciation.png\" class=\"kg-image\" alt=\"employee appreciation\" loading=\"lazy\" width=\"484\" height=\"374\">\u003C/figure>\u003Cp>Source: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.linkedin.com/posts/ankit-sharma-1b9b23169_ey-spot-award-activity-6884068107216850944-md3N/?ref=www-internal-blog.chatwoot.com\">LinkedIn\u003C/a>\u003C/p>\u003Cp>\u003C/p>\u003Ch2 id=\"bonus-for-being-a-patient-reader\">Bonus for being a patient reader\u003C/h2>\u003Cblockquote>\u003Cem>\"To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.\" \u003C/em>\u003C/blockquote>\u003Cp>\u003Cem>– Don Alden Adams, President Watch Tower Bible and Tract Society of Pennsylvania\u003C/em>\u003Cbr>\u003C/p>\u003Cp>We hope your business reaches new heights in 2023 with these customer service tips. We're also posting tips on b2b, and customer service regularly on our \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://twitter.com/chatwootapp?ref=www-internal-blog.chatwoot.com\">Twitter feed\u003C/a>. See ya there! ✌️\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2022/07/customer-service-tips.jpeg",false,"public","2022-07-22T13:02:10.000+00:00","2023-01-23T11:57:28.000+00:00","2022-07-22T13:54:59.000+00:00","Good customer service has endless benefits. But how can you ramp up without much friction? We might be able to help with these 30 quick tips. ",null,"https://www.chatwoot.com/blog/customer-service-tips",[20],{"id":21,"name":22,"slug":23,"profile_image":24,"cover_image":17,"bio":17,"website":17,"location":17,"facebook":17,"twitter":17,"meta_title":17,"meta_description":17,"url":25},"62c67747730b190d1c2d765a","Ishita Bagchi","ishita","https://www.gravatar.com/avatar/7d14b03ca23f22df87a3e5209022d0fa?s=250&r=x&d=mp","https://www-internal-blog.chatwoot.com/author/ishita/",[27,31],{"id":28,"name":29,"slug":29,"description":17,"feature_image":17,"visibility":12,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":17,"meta_description":17,"codeinjection_head":17,"codeinjection_foot":17,"canonical_url":17,"accent_color":17,"url":30},"6118da864b8f26503f72d530","blog","https://www-internal-blog.chatwoot.com/tag/blog/",{"id":32,"name":33,"slug":34,"description":35,"feature_image":17,"visibility":12,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":36,"meta_description":37,"codeinjection_head":17,"codeinjection_foot":17,"canonical_url":38,"accent_color":17,"url":39},"6308cf93730b190d1c2d7f40","Customer Service","customer-service","A good customer service framework can help your customers in the short-run, and your business over time. So what's the key to making customer service great? We've got some helpful tips from the folks at Chatwoot.","Learnings, tips, and stories on great customer service | Chatwoot","A good customer service framework is critical for your business's sustainable success. Here are some helpful articles from the folks building Chatwoot.","https://www.chatwoot.com/tags/open-source","https://www-internal-blog.chatwoot.com/tag/customer-service/",{"id":21,"name":22,"slug":23,"profile_image":24,"cover_image":17,"bio":17,"website":17,"location":17,"facebook":17,"twitter":17,"meta_title":17,"meta_description":17,"url":25},{"id":28,"name":29,"slug":29,"description":17,"feature_image":17,"visibility":12,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":17,"meta_description":17,"codeinjection_head":17,"codeinjection_foot":17,"canonical_url":17,"accent_color":17,"url":30},"https://www-internal-blog.chatwoot.com/customer-service-tips/",18,true,"30 customer service tips you can adopt right now | Chatwoot","helping customers succeed with customer service tips",1775212115386]