Startup founders and their teams spend years and a lot of money on product development to make sure their product meets the needs and wants of the customers and fit perfectly in the market. These development efforts, however, can easily go down the drain if the startup doesn’t provide their customers with excellent customer service.
Customer service is a fundamental pillar of every company. The entrepreneurs, who bet on improving the customer service experience, get one step ahead than the competition. But many mistakes can be made along the way.
To help you avoid making huge mistakes, here are three customer service tips every startup should embrace:
We love to automate. But just because we can do it, it doesn’t mean that we should do it. Of course, many startups see automation as a great way to save money, but often this cash-saving mode that many entrepreneurs operate on backfires.
Customers love the personal touch – it shows that the company really cares about their wants and needs. Personalized customer service increases the satisfaction rate. The best thing you can do is to find the perfect blend of automation and personalization according to the preferences of your customers.
The quality of your customer service depends on the skills and experience of your customer service agents. Make sure that you hire the right people to handle the customer service. Do not underestimate the value they bring to the company – treat them like any other employee and invest in their professional development.
Many startups focus on customer acquisition solely and forget about the next step – the onboarding process that comes after the customer is acquired. Effective onboarding will help your customers to understand better your business, to connect with the brand, and to feel more welcomed.
Create an introductory to your business materials to engage and give direction to your new customers and inform them what they can expect from you. By engaging with the new customers effectively, it is more likely to keep their attention for longer. Effective onboarding is the first step to building a long-lasting relationship with the customers and to turning them into loyal clients and even brand advocates of your business.