If there is something that every business must have, it is good customer service. If you don’t, you may lose a lot of customers who run into difficulties and fail to fix their problems during or after the purchase process. It does not matter if you have a big or small business, if you have many or few sales, you must have a good customer service so that your customers are 100% satisfied. To achieve this, there are many customer management tools that can help us in the process.
A good customer management service should be able to help you in the purchase process in case you need it and solve any problem that may arise. Here you can see what are the problems that can arise in your digital consulting business and how you can solve them.
How to manage customer service?
If your business is small or you’re just starting out and you have few clients, you probably haven’t had any problems managing care and support yourself, but when a business grows, it can become a bit cumbersome if you don’t You have the right means and tools.
The first thing you should consider if you have problems managing customer service is whether you have the human resources you need. In other words, assess whether it is necessary to expand your team or if you think that you simply need some tools to help you manage better. It may seem obvious but there are many people who are afraid of delegating in their business and the truth is that, at some point, delegating can help you grow much faster.
On the other hand, it is very important that you know how to treat the client so that they feel good and are satisfied. If you have doubts about how to act, here we leave you one protocol guide to treat customers which will be very useful to you.
But… do you know how to organize your team to give the best customer service? We share a video in which Vilma provides us with numerous tips that you can take into account:
As for tools, we are going to share with you some of the ones that we use and that work wonderfully for us to offer great customer service.
Tools that will help you in customer management
Here are some tools we know will help you streamline and automate your customer support service:
HelpScout
HelpScout is a very efficient tool for email management. It can be used with any email system and makes it easy to manage when carried out by a multi-person team. It allows communication between all the people in the team and with the client who sends the request. In addition, you can configure the signatures in the emails and you can use automatic responses, which is something very useful to answer the most frequently asked questions.
AgoraPulse
This is the tool that we use for customer service on social networks. It allows you to manage Facebook, Instagram, Youtube, Twitter and LinkedIn from the same site and respond to all comments in an organized way.
WhatsApp Business
For customers, it is very convenient to have a support service that they can access through WhatsApp, since it is an app that everyone uses today. For this reason, we use the Whatsapp Business tool, which facilitates communication with the client and allows automating, ordering and making quick responses.
SwiftKey Keyboard
It is a keyboard that allows you to have saved links and default texts. In addition, it is a predictive keyboard, it makes predictions based on what has been previously typed. Without a doubt, it is a very powerful tool to have installed on your mobile if you have to make support efforts.
These are some of the ones that we recommend but you always have to try and see what works best for you. Think that we are talking about an element that can be key to gaining the trust of your customers and retaining them. Above all, you need your support team (or you, if you manage it yourself) to act with common sense and in an empathetic way that allows them to put themselves in the customer’s shoes to understand them better and be able to help them.
Now that you know the best customer management tools, which one or which ones are you going to put into practice?