59% of all consumers feel companies have lost touch with the human element of customer experience.
Instead of deterring over half of your customers, why not hear what they are saying and speak to that.
“By really understanding the root of a customer’s issue and helping them realize that you, the Customer Experience Professional, understand their frustrations, the customer feels a sense of relief.” Said Nicole Barth, a Customer Experience Professional.
Many times, a customer’s issue is feeling as though they are not being heard in their complaint, and they feel that the company just wants another sale from them.
Customer service goes deeper than just providing a good experience on your website.
It actually plays a role before, during, and after a purchase.
Have a chat box –
Allowing customers to access a chat box to speak with a customer service professional can help a sale run smoother. If a customer has some questions regarding what they are wanting to buy, they can simply enter the chat and get their questions answered which can ultimately prevent future difficulties.
Consider offering a flexible return policy-
When you have a flexible return policy, it can give your business a sense of trustworthiness. Customers feel like you have nothing to hide if you aren’t strict about returns, and they can feel safer in making a purchase knowing that if it doesn’t go the way they intended, they can always return.
When your employees who work customer facing to fix the issues customers may have, it is important that those team members have a deep understanding for how frustrating dealing with customer service can be. Change the narrative and make your business known for having great customer service. Brands like Amazon, and Nordstrom are known for their impeccable customer service. When someone has an issue with something and they know that your customer service won’t be a hassle, it can change the entire attitude of the interaction.
When you show your customers that you truly, and actually care about them is when you start to see the returning customers.
Those returning customers will also be your brand’s biggest advocates in telling their social circle how great of an experience they received on your website.
When you actually care about your customers, it makes a world of a difference.