With so many channels evolving in the past few years including call services, social media, self-service kiosks, webchat, and others, it’s an ongoing challenge for your MSP business to provide a seamless CX to your customers.
Are your customers happy when dealing with your customer support service or are they having a trying experience? If your customers experience dropped calls, frustrating wait times, and inflexible solutions, it can be so traumatic that they drop your service.
So, what do you need to do to align your customer support to drive loyalty and build relationships for your brand? The following tips can help you create customer service that’s easy to use and solves your customers’ needs:
Combine New Technology and Traditional Methods
Combining traditional customer service strategies with new technology and social media helps reach all your customers. It’s not a one-size-fits-all anymore. Some people prefer traditional call centers for solving problems and getting answers, while others rely on email, apps, self-service, and social media.
Make it a point to understand your customers’ demographics and pain points so you can give the best CX using all methods available. If you offer access to customer support through call centers, emails, and mobile texting, your customers can choose their own method for connecting with your MSP business.
Check-in with Social Media Channels
Your customers spend a lot of time on social media so you should too. By checking their posts for their comments and concerns, you can better understand their interests, pain points and satisfaction with your services.
It’s also a great way to interact with them and build relationships that drive brand loyalty. Following all your customers’ posts is time-consuming, but you can sign up for alerts from platforms like Google Alerts or Social Mention when someone posts about your business. This way, you can monitor any activity involving your business or your competitors’.
Communication Is Always Crucial
There are many ways of managing the health of your customer service department. The most important aspect for the best CX is communication. With that in mind, ask yourself if your customer service representatives understand and listen to your customers’ concerns.
For effective communication, you have to sound positive, professional and enthusiastic. Do your customer service reps sound that way, or do they seem bored and disinterested? Ensure that all interactions with customers focus on true concern for their needs.
Whether it’s face-to-face, on the phone or in a chatbot, balancing listening and emotional understanding are the key to building trusting relationships.
Give Your Customers Control of Their Customer Service
Your MSP business customers want to be in control of how they interact with you. They want your business available wherever they are and at any time. This is what they expect.
Making the move to new ways of customer service isn’t a way of replacing traditional methods but rather giving options to your customers. With ongoing customer service improvements, you empower your customers for an outstanding culture of customer service.