Are you listening to your customers?
Whether you’re just starting out in business or you’ve been in business for a while, listening to feedback from your customer base is crucial. Positive feedback is great but even negative feedback is useful as long as it’s constructive and you listen!
In fact, according to a recent study, 82% of customers said they would switch products or service providers after a bad experience with the company's customer service. As a virtual support business building your customer base and relationship is vital to building your business.
Building relationships with Customers
Deliver on your commitments within the timescales agreed, any delays or problems encountered be upfront and honest, customer relationships are built on trust. A virtual support business has customers trying to solve some sort of a problem, your job as a online service support is to get to the point of their issue. You can do that by asking questions, listening and trying to understand their needs. Once a customer feels that they can trust you to complete the job, a relationship begins forms.
Get feedback you can act on
Customer service feedback can be a great source of learning. Especially when it comes from customers who are not happy with your product. They can give you an insight that will allow you to fill the gap between their expectations and what a company is able to deliver.
Just don’t send them surveys that contains tons of questions. Learn how to get feedback from customers in the first place. The best way to get true feedback is with customer reviews. Read customer reviews to understand what your customers want, then reply to show you are listening. This will show both current and potential customers that you are listening, and what to support their needs.
Develop your sales techniques
There’s a big difference between a salesman and customer service rep who listen instead of just talking and selling. When you ask questions and focus on listening to the customers’ answers, you get to the bottom of their needs. This allows you to provide the solution that is right for them, not just the one that you want to sell, this is vital for an online support business. You also put customers at the first place, which they can feel and it makes them more likely to purchase from you.
In addition to listening to customers, sales can use content customers write about the brand to close more deals. For examples, sales reps use reviews to increase sales and close more deals thanks to the trust and credibility they provide.
You gain new customers
Regular customers spread by word of mouth about a good experience they got from your company, they are more likely to talk about it using social media. Invest in tools that will notify you whenever a discussion about your company occurs. You can also look for discussions by using hashtags. Join the conversations and let customers know that you appreciate their opinion.
You avoid catastrophes
It may happen that you will not always get positive word of mouth responses. By monitoring your social media and customer review platforms you can react just in time to avoid crisis. Set up notifications from your Twitter and LinkedIn. Check your Google+ and Facebook few times a day. Read messages from your customers, whether on social media or a review platform, and respond to their comments under your posts. By being available to your customers on a short notice, you increase their comfort and trust in you. As the result, they can rest assure knowing that they can rely on you.
There are many benefits of listening to your customers. But the most important is the strong relationship you create with them. When you listen to customers, you learn about their problems and pain points that need to be solved. You are also strengthening the bond of trust and that’s the most important part of any relationship.
Ensure you deliver on your brand promise, stay in communication with your customers, ask for reviews and let them know supporting them is your number one priority.