9 steps to transform your customer service experience |
Customers constantly reset their expectations to match their best experiences. Once exposed to an outstanding customer experience, their bar goes higher. So, how can you exceed these expectations and deliver proactive customer service? Here are nine steps you can take today: - Build out your self-service content: Map out the most common customer questions and problems that appear and create helpful resources to tackle them proactively. This will decrease the number of support calls and improve the overall experience.
- Offer to continue conversations over text: Customers prefer text messages more than email communication. Texting can feel more personal than email, which is why it's a powerful form of proactive customer service. Check out 27 customer service text examples.
- Create 'aha' moments for your customers: Leverage the power of upsells based on previous product usage. This can help to proactively impress customers, unlock their satisfaction, and increase their lifetime value.
- Regularly ask for feedback: Proactively ask your customers for feedback. This will help you keep a pulse on your customers' needs, improve the buyer journey, and create lasting bonds.
- Automate any customer scheduling: With automated appointment confirmation texts, you can avoid missed appointments and avoid creating bottlenecks in your day-to-day work. Check out these appointment reminder templates for inspiration.
- Build triage systems: Putting a triage system in place that requires your team to act whenever you spot emerging issues can reduce the number of customer calls you'll receive and successfully deal with any call escalations.
- Keep your team accountable: Provide necessary resources and best practices (like this email!) that they can use to understand what proactive customer support means and have clear expectations on their scope of support. You may glean some insights from how OpenPhone scaled our support team to serve 58K+ customers.
- Be transparent when your team makes a mistake: Informing customers about an issue even before they are aware of it can help you build trust. In fact, it's proven that customers can be more loyal after you've righted a wrong — it's called the service recovery paradox.
- Use technology to improve customer experience: A modern phone system allows you to grow your business by eliminating busywork, spotting trends with powerful analytics, and coaching team calls and conversations.
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OpenPhone feature spotlight |
OpenPhone makes it easy for teams to provide the best possible customer experience. |
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| Unlimited numbers for all your needs Set up multiple numbers to support different use cases and teams. |
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| Call and text as a team Teammates can use one number simultaneously to call and text. The line is never "busy." |
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| Connect OpenPhone to the tools your team already uses Improve your workflow and gain insights into your business by tapping into our ecosystem of third-party tools. |
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Thoughts, comments, or questions about transforming your customer service experience with OpenPhone? Send them our way. That's all for now ✌️ The OpenPhone Team |
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Ready to improve your team's communication? |
Join thousands of businesses already using OpenPhone to communicate better with their customers. |
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OpenPhone 2261 Market St PMB 4157
San Francisco, CA 94114-1612 |
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