Archive for the ‘Tuesday Tip’ Category


Nextiva Tuesday Tip: Creating How-To Content for Customer Service (and More)

1-27 how-to for customers smallIs how-to content part of your small business’s content marketing strategy? If you aren’t creating content that shows customers how to do something, you’re missing out on a big opportunity to provide customer service in a format that customers increasingly want.

Suppose you own a company that sells kits to remove the “haze” that develops on the headlight lenses of cars over time, decreasing visibility. If you sell your kits wholesale to retailers, you want to make sure customers are satisfied with the product—otherwise, they might return it and retailers will stop carrying it. But a product like this can be tricky to use. The answer? How-to content that expands on the directions packaged with the product.

You can—and should—create how-to content in a variety of formats. Some people learn better by reading, others by looking at photos and others by watching a video that talks them through it, so offering options covers all your bases. In the example above, you could write blogs about how to use the product, make one blog photo-based showing each step with captions below, and finally create a video showing the product in use with a voice-over giving directions.

Once you’ve got your how-to content, share it in a variety of places. Of course, your business website is the number-one place to host it. Include it as part of your customer service page. Also put videos on your YouTube channel and share links to the content on social media.

Expand on your basic how-to content by:

  • Creating new content to deal with common problems or questions customers have with your product.
  • Developing content that shares creative ideas for using the product. For example, can the headlight kit also be used for other purposes?
  • Upsell additional products. If there’s a complementary add-on that goes with the headlight kit, include it at the end of the headlight-kit content.
  • Take it to a general audience. You might create a video about car care in general (like how to maintain a car’s like-new look, or get a car ready for a car show) and include your product as part of the process.

As a bonus, how-to content not only answers customer service questions, but also serves to drive traffic to your website and build your business’s reputation. Using keywords that potential customers are likely to search for, such as car care, car repair, etc., will help attract online searchers to your content and spread awareness of your business.

Done right, how-to content keeps existing customers happy and attracts new ones, too. 


Nextiva Tuesday Tip: Are You Ignoring Your Returning Customers?

1-20-15 customer rewards smallHave you ever had this experience: You see an ad or offer for some amazing deal for a company of which you’re a longtime customer—something big, like “50% off a year’s membership.” Wow, you want to take advantage of that! But you can’t because there’s only one catch: The offer is for new customers only. “Hmph,” you think. “What am I, chopped liver?”

Many small businesses make the mistake of ignoring their biggest source of income: recurring customers. OK, maybe not “ignoring” them completely, but giving them the short end of the stick when it comes to attention, special offers and prime treatment.

It’s natural that getting new customers should be a key part of your business strategy. After all, every company needs new business in the pipeline to survive and grow. But the bulk of your time and attention should go to your existing customers. Why? Here are just a few reasons:

  • They’re already loyal customers.
  • It costs less to keep them satisfied (and buying) than it does to replace them.
  • Keep them happy and they’ll tell friends about your business.

What can you do to provide better treatment for your returning customers? Here are some ideas:

  • Hold special sales or events just for loyal customers.
  • Offer them early access to new merchandise or services.
  • Give them the chance to lock in current prices for the coming year or when they renew.
  • Use automation tools such as a CRM system to track details about your customers so you can personalize your customer service, offers and interactions. You can even greet them appropriately when they call your business!
  • Use technology that creates a record of customer service interactions so that when recurring customers contact you with problems, you can quickly access their histories.
  • Investigate loyalty programs for small businesses. There are many affordable options that integrate with your marketing, enabling more targeted outreach to returning customers.

It’s OK to create special offers and deals for new customers only—just be sure you provide equivalent or better rewards for customers who have shown their loyalty to your business. 


Nextiva Tuesday Tip: How to Learn From Your Company’s Customer Service Mistakes

1-13 customer service mistake smallWhat happens at your small business when somebody makes a customer service mistake? Do you reprimand the employee and then forget about it? Big mistake. Everyone on your team, not only customer service employees, can learn valuable lessons from customer service goofs.

To gain value from errors, just as with everything else in your business, you need to create a system for doing so. Here are six steps to keep in mind.

  1. Start by writing down problems. In the heat of the moment, you may not have time to do more than quickly deal with the issue and satisfy the customer. However, you and your managers should always record what happened so you can discuss better solutions in more detail later.
  2. Set up a system for collecting customer input on an ongoing basis. This can include online reviews and ratings on external websites, comments from customers on social media, emails or letters that your business receives from customers, or comment cards in your business.
  3. Once a month, go through the information you’ve collected about customer service mistakes and problems. Note any recurring trends. For example, maybe several customers have complained about being put on hold for long wait times when they call your business to make an appointment. Clearly, this isn’t just an isolated incident.
  4. Dig deeper. Do long hold times occur on certain days or at certain times? How is your business staffed at these times? Is the issue one of inadequate staff, staff unresponsiveness, or technical issues with the phone system?
  5. Get input. Hold a monthly meeting to discuss customer service issues with your team. Depending on the size of your business and the nature of the issues, you might want to start by going over problems with key managers first and then bringing customer service employees in for a bigger meeting to discuss challenges and solutions. Involving front-line employees will often uncover issues you didn’t know about that could be solved easily. For example, adding a self-scheduling appointment app to your website could eliminate the need for customers to wait on hold at all.
  6. Don’t accuse. The group meeting is not the time to put individuals on the spot. The focus should be not on who made the mistake/s, but on what everyone can learn from them and how they can be prevented in the future. 

Nextiva Tuesday Tip: 5 Customer Service Resolutions for 2015

1-6 CS resolutions smallIncreasingly, customer service is the standard by which companies are measured, and the service you provide can make or break your small business. To achieve better customer service and more sales in 2015, here are five customer service resolutions for your small business.

  1. I will listen to my customers. You can read everything written about new technology trends, customer service on social media and more, but the reality comes down to one thing: What do your customers want? Don’t make customer service changes based on Top 10 or Hot Trends lists—make them based on what your customers are asking for. Listen to customers in every possible channel, from social media and online reviews to in-person conversations, surveys and emails. They’re giving you feedback every minute of the day if you’ll only open your ears.
  2. I will listen to my customer service employees. Equally important as listening to your customers is listening to your customer service reps and any other frontline employee who engages with customers. They’re the ones who use your tools and systems every day, hear customer complaints and praise, and know when a process is unwieldy, wasting time or annoying customers. Don’t assume they’re just griping—take their complaints seriously and regularly ask them for input on how your customer service could be improved.
  3. I will invest in customer service. Customer service is paramount today, so don’t skimp when it comes to spending on the technology, tools and training your employees need to provide standout service. Carefully weigh the costs of various options and assess how much they could potentially save you. If an investment enables you to spend less time on training, less money on employee salaries or less time getting new employees up to speed, chances are it’s worth the cost. 
  4. I will offer options. Some customers love to talk on the phone to live customer service agents. Others hate dealing with humans and prefer filling out online forms. Still others opt for the speedy resolution of online chat while they multitask on their computers. No one customer service option is right or wrong, and to reach the widest range of customers, you need to offer all the options that your customers express interest in and use.  
  5. I will always remember customers are human beings. This is the most important resolution of all. As customer interactions become increasingly enabled by technology, it’s easy to forget there’s a person at the other end of the online review/chat box/phone line. When you or your team are struggling with difficult customers, stop, take a breath and remember to engage with them on a human level. That means listening to them vent, acknowledging their frustrations and offering a solution that makes them happy.

What are your customer service resolutions for 2015? 


Nextiva Tuesday Tip: 5 Ways to Make Your Employees More Productive

12-30 Office Environment smallThe holidays are the season of giving, so since we’re just days away from the New Year, why not think about ways to give your employees a more comfortable workplace in 2015? This might sound frivolous, but in reality a comfortable work environment has been shown to make employees more creative, productive and happier with their jobs. That type of “gift” can’t help but translate into better interactions with customers!

Here are five ideas for ways to improve your employees’ work environment.

  1. Seating: Ergonomic desks and task chairs have become very affordable. Try letting workers pick the options they want on their own chairs (within a certain price range), such as with or without arms, with different back levels and with height-adjustable options.
  2. Lighting: Natural light is best—it helps keep employees alert, happy and engaged. If your office space doesn’t provide much natural light, look into getting light bulbs that mimic natural light. Also consider creating a break space outside so employees can get some sunlight during their downtime.
  3. Air quality: Since most office spaces don’t have windows that open, keeping air quality high is vitally important. Make sure your business’s air ducts are cleaned regularly so employees aren’t breathing polluted or allergen-laden air.
  4. Heating and cooling: In general, cooler temps are better for keeping workers alert and energetic, but you don’t want it so cold that people have to wear gloves at work or that they start bringing space heaters, which can be a fire hazard. Work with your team to find a comfortable level, and make sure your HVAC system is well maintained.
  5. Variety: Who does their best work in a beige box? Add life to your office with indoor plants, framed artwork and colorful carpeting or paint on the walls. Offering variety in seating and working arrangements can spark creativity and energize workers. For example, a few comfy couches or chairs scattered in inviting areas will encourage employees to chat, which might lead to informal brainstorming and innovations for your business. A cozy break room will get people to hang around work at lunch instead of leaving the building; that means less likelihood of late lunches and more employee bonding.

By implementing these five simple changes, you can create a more inviting workplace where people are happy to spend time and feel “fired up” to do their best. 


Nextiva Tuesday Tip: 3 Simple Ways to Connect With Customers Online

12-23 Online customers smallIf you sell a product or service that requires some time and persuasion to sell—like custom furniture, personal training or landscaping services—getting customers to buy isn’t as easy as getting customers to your website and having them click on the “shop now” link.

However, smart use of Internet marketing can get customers to interact with your company so that they learn more about your products or services and get interested in buying. Here are three ideas.

1. Learn from customer surveys. Customer surveys can not only gauge customer satisfaction, but also tell you a lot about what products and services customers are interested in. Each time you make a sale, send an email to your current customers asking them to take a customer satisfaction survey. At the end of each survey, include an option for customers to tell you what they’d like to see more of from your business or what they’d like to buy that your company doesn’t currently offer. Also ask if they’d like to be contacted by your company and/or are willing to share their contact information.

Suppose a customer of your landscaping company says they’d like to see you also provide patio covers, a product you don’t currently offer. Save the contact information and, if your company does start offering that product, you can contact those customers to let them know and provide more information.

2. Offer price quotes or estimates. A lot of customers who don’t want to call a company and engage with a salesperson because they fear getting stuck with someone pushy may be willing to fill out forms online to get estimates or quotes. For example, if you sell personal training services, you could send prospects an email offering a free online fitness assessment, or advertise this on the top of your website. The link would go to a page on your website where customers fill in a form with information about their current fitness level, their health and fitness goals, how much time they have available to work out, and so on. Of course, they’d also provide contact information.

Based on the information they check off on the form, your website could then offer prospects different levels of service, such as intensive “boot camp” training, moderate training, group training or once-a-week training, at different price points. This menu should include both click-to-buy options and click-to-call options (for the customer who now wants to talk to a salesperson).

3. Provide valuable information. Webinars, e-books or other informational offerings aren’t just for B2B companies. They can offer useful information to consumers, too. For example, a custom furniture company could hold a webinar on how to decorate a home or create an e-book on maximizing living space. The information you provide shouldn’t be a hard sell, but it should subtly show prospects the value of the product or service you offer.

For instance, a custom furniture company’s webinar could talk about making the most of a small living space. At the end it should include a link to learn more about building custom furniture to fit your needs. Prospects could either click-to-call and speak to a live representative, or click to fill out an online form and be contacted later.

By using these three methods, you’ll not only make more sales to your prospects, you’ll also learn more about what they want—and isn’t that the foundation of good customer service.


Nextiva Tuesday Tip: Recovering From a Customer Service Slip

12-16 customer service mistake smallHow your small business recovers from a customer service slipup is one of the most important aspects of good customer service. Why? Because one bad customer service experience runs the risk of running your good reputation—even with loyal customers.

Let me share an example. This holiday shopping season, I seem to be encountering an unusually high number of shipping problems with my online shopping. Recently, I realized that one of the online retailers I normally rely on hadn’t shipped an order placed more than a week ago. This made me nervous: In the past, everything I’ve ordered from them has shipped within two days.

Despite years of history with this retailer, and their standout performance all the rest of the time with something like 20 orders a year, I was so annoyed that immediately, their sterling reputation with me was in jeopardy. Here’s what happened next—and what they did (and didn’t) do right.

I contacted the retailer to find out what was going on.

Wrong: Their customer service contact information was difficult to find. I wanted to talk to—or at least email or chat online with—a live person. For a while, I was panicked that this was one of those sites where that was impossible.

Right: When I did find the contact info, I was pleased the company offered email, phone and chat customer service. You should always offer the widest possible number of options for people to contact you; not every customer is the same. I picked chat.

I started a chat with the company.

Right: I immediately got a response, as well as a notification that there might be longer than normal wait times due to high volume. I understood; it’s the holidays. Always let customers know what to expect—it eases their stress, and eliminates unnecessary anger in dealing with you.

During the chat I got distracted multitasking and stopped responding to the customer service rep. (That was a goof on my part!)

Right: She politely asked me several times if I was still there, then politely told me she would need to end the chat since I hadn’t responded for 10 minutes.

Mortified, I started a new chat, copying the text of the old chat into the window and apologizing for dropping the ball.

Right: The next customer service rep smoothly picked up where the previous one had left off. Realizing I was a flake, he asked me if I could stay on the chat for three minutes.

Right: He told me there was a problem with my order that was keeping it from shipping. He fixed the problem and sent me a detailed status report of my order with the new delivery time.

Wrong: I should have received notification that my order was “stuck” in the system. What if I hadn’t remembered the order until it was too late to get it in time? Develop systems for your business ensures this type of error doesn’t happen. Depending on the size and nature of your business, you can set up automated systems, or use simple manual systems like a checklist employees must go over before shipping an order.

Right: To make up for the delay, the customer service rep gave me next-day shipping for free. I was already pretty happy that the problem was solved, but this “something extra” made me fall in love with the company all over again. Always recognize when you have caused a customer to feel stressed, and take steps to not only fix it, but make up for it.

How do you handle customer service slipups in your business? 


Nextiva Tuesday Tip: Do Social Media and Customer Service Mix?

12-8 Social Media Customer Support smallA few years back there was a flurry of interest in using social media as a customer service tool. Reports in the media of big companies ignoring customer complaints on Facebook and Twitter—then facing backlash—led businesses to worry so much about their online reputations that some companies started moving their customer service to social media. 

But using social media as a customer service tool has some key weaknesses you should know about. First, while customers do want to feel their venting on social media is heard by the business in question, the vast majority does not want to use social media as a customer service forum.

According to an American Express survey on customer service expectations released earlier this year, just 23 percent of respondents have ever used social media for customer service purposes. However, the majority of those customers used social media to praise a business for good customer service, while half used it to express frustration for poor service, and nearly half simply wanted to spread the word about the business on social media. Relatively few used social media to reach out to the business in search of a response or to deal with a specific problem.

Overwhelmingly, talking to a live person on the phone is still the way most consumers want to resolve customer service issues, especially complex ones. In fact, 48 percent of those surveyed want to deal with customer service problems by phone; only 3 percent want to do so on social media.

So what does this mean if you’ve launched a social media customer service effort? Don’t drop it completely and start ignoring customer complaints or questions on social platforms. No matter what your customers are posting there, it’s important to be responsive. But don’t put all of your customer service support into social media. Make sure you have a website that can answer customers’ basic questions and problems, and sufficient phone support to deal with more complicated issues. That’s what customers want—and isn’t giving customers what they want Rule No. 1 of customer service? 


Nextiva Tuesday Tip: Why the Holidays are a Great Time to Call Your Customers

12-2 making a phone call smallWhen you think about the holiday season, you probably think about family, fun and feasting. But did you ever stop to think that the holidays are also a great time to reach out and call your small business customers?

There are several reasons why now is an ideal time to contact customers by phone.

  • The holiday season is a time for celebrating relationships, and talking in person can help reinforce and cement your business relationships.
  • With many businesses short-staffed during the holidays, decision-makers who normally don’t answer the phone may be a lot easier to reach.
  • While rank-and-file workers typically take time off, C-level execs are more likely to be working, frequently coming in early or staying late to take advantage of the quiet office and uninterrupted time to focus.
  • At many companies, budgets need to be spent before the year ends, so there might be money available for projects you might normally have trouble selling.
  • Other companies are planning their budgets for next year, making now a good time to get on their radar.

So how can you make your “reach out and touch” customer calls successful? Try these four tips:

  1. Make a list. Use your CRM system or other customer data to identify potentially most lucrative customers. For example, you might check who purchased from you this time last year or whose fiscal year is about to end.
  2. Set a goal. Calling is a numbers game, so it’s important not to get discouraged. Set a goal to call a certain number of customers per day, and just power through.
  3. Be prepared. Know what you’re going to say in advance so you don’t waste the customer’s time. Yes, small talk greases the wheels, especially this time of year, but people are also busy.
  4. It’s not all about the sale. These calls aren’t focused on making an immediate sale (though that would be nice), but on enhancing your relationship with the customer and finding new ways to serve him or her. Explore their needs for the coming year, what they’d like to do differently and how you can help them achieve their 2015 goals. Ending up with a firm commitment to talk in 2015 is a good start.



 
Nextiva Logo

phone-icon Sales phone-icon Support
Nextiva
Nextiva is the leader in Business VoIP Services. Copyright 2015 Nextiva, All Rights Reserved,
Terms and Conditions, Privacy Policy, Patents, Sitemap