Technical advances have done a lot of wonderful, game-changing things, but they’ve also made it much easier and quicker for customers to complain. This has forced brands and contact centers to amp up their customer service strategies. These innovative customer service ideas could have a major impact on the customer experience.
- Let customers test products or services before purchasing them.
Free trials can go a long way towards landing committed customers. Trying before buying isn’t yet the standard across the board, but it should be. By letting customers try out your product or service for a limited time, you tell them that you believe so much in what you’re selling that you know they’ll get on board. Contemporary customer service is all about making the customer’s life easier. Let them wait to pay until they’re sure they want to make a purchase.
- Use videos to answer complex questions
The more complex a FAQ, the more text you’re going to need to answer it. A lot of customers aren’t going to take the time to read a lengthy blog or social media post, which means they’ll either (a) go without finding their answer, which won’t leave them as satisfied as possible, or (b) call to speak with a live agent, which puts more pressure on your staff. An excellent alternative is to record a video that answers the question. You can solve the problem in less time than it would take to read the answer, and videos are also highly shareable, so your customers can help you spread the word.
- Make it easy to do even unwanted actions.
Stellar customer service shouldn’t end when a customer wants to switch providers or go with one of your competitors. You should still treat the customer well even if you’re going to lose their business – treating them well at this stage could actually convince them to stay with you or come back at some point down the road. Transparency should be embraced at every stage, even if the customer wants to close or delete their account. By doing something like hiding the “delete account” button, you’re getting in the way of the customer having an easy, seamless interaction with your brand.
Impactful customer service strategies are thoughtful, too. By combining innovation with high-level awareness, you can appeal to the customer’s emotions while meeting their tech-savvy needs.