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44. Killing it at Customer Service

44 Killing it at customer service

In a world where customer service is a commodity, it can be your secret weapon!

This week on the Feed U Podcast I give you the scoop on how to stand out and excel in customer service when most of the rest of the planet is truly SUCKING at it.  Here are the top ways to stand out from your competitors in the arena of customer service.

  1. Personalize everything!  There is no better way to let your audience, prospects and customers know that you care than to personalize how you communicate with them. This includes emails, video, sales letters and advertising.  Are you personalizing your messaging to your ideal clients so they feel like you are in their head?
  2. Create and send videos.  Tools like Loom and BombBomb make it easy to record and send a quick video to clients, prospects and new email subscribers.  It may take a little time, but you will definitely get stuck in their heads as memorable.  You can also send quick education tips, simplify complicated processes and ask questions.  How will you use video? Tell me on Instagram.
  3. Make yourself available. In our very digital world, answering a phone call, hosting a live video chat or using messenger to call or video with someone is rare.  The more you can personalize your interactions with the people you want to work with, the higher conversion you will have – G-U-A-R-A-N-T-E-E-D!
  4. Add chat to your website. You can’t be available all the time, but using a chatbot or messenger marketing to answer Frequently Asked Questions and give your prospects next steps is a great way to engage and follow up with leads.  “44% of customers say having their questions answered at the time of an online purchase is one of the most important features a website can offer.” (Forrester Research) Easily get started with Facebook Messenger and Manychat.  I did a whole episode with chatbot expert Kelly Noble Mirabella, you can listen to that here. If you want to get fancier check out Live Chat for WP, Olark and Zendesk for fancier chatbot experiences.  I’ll have more on chatbots next week.
  5. Create a Siri Search friendly website. By 2020 it is predicted that over 50% of online searches will be by voice search.  Here are some simple tips to help you ensure that Siri is able to find answers on your website.  First, make sure you test your page speed load with GT Metrix or Google Page Speed.  Second, use a Secure Socket Layer (SSL) to keep google happy and secure visitors information. Third, use clear language and short sentences in your website copy.  Last, answer well known search queries on your website in blog posts or page content. For more website tips, check out Episode 29 – Why Your Website Isn’t Making You Money.
  6. Use screensharing tools with clients and prospects.  Tools like Zoom and Skype make it easy for you to have conversations and personalize relationships with your clients and prospects – giving them extra time with you and also showing you care enough to show up in person. 
  7. Use a Customer Relationship Manager (CRM) tool. Having a tool that enables you to store information about your customers is invaluable.  You can keep it as simple or make it as complicated as you would like.  But sending a birthday card or a personalized gift when they least expect it, is a sure fire way to get people singing your praises.  I recommend Dubsado, Insightly and Sales Force

 

How are you raising the customer service bar?  Let me know over on Instagram via Direct Message.

 

Listen to the entire episode here:

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