Running your own small business means that you get to do things your way, and that includes your brand’s customer service.
Offering customer service that’s personalized to each individual customer and tailored to your specific business is a great way to set yourself apart from the competition and exceed your clients’ expectations. In this post, we’re going to take a close look at exactly how you can do this to improve retention rates and bolster your brand reputation.
Set General Guidelines Your Team Can Use to Make Decisions
Small businesses have an immediate advantage when it comes to customer service in that they typically aren’t bound to the same strict rules that large corporations have to keep things regulated.
It is possible to take things case-by-case, coming up with more personalized solutions for each individual problem as your team sees fit.
In order to take advantage of this perk, a lot of businesses find that it’s useful to set up basic guidelines for their customer service team to use as a suggested framework but to give them the tools and autonomy needed to make decisions on their own.
Use Customer Relationship Management (CRM) Software
When your customers call with a question, concern, or complaint, it can be helpful to understand who they are and what their relationship with your brand is.
A VIP client who has been a big purchaser for years, for example, would likely appreciate some recognition of their value to your brand and may also have higher expectations for service. Being able to identify these clients quickly is important.
There are tons of great solutions out there. Hubspot is a popular one, and Salesforce is great, but there are plenty of tools that come with a variety of different features and price points.
Go Where Your Customers Are
Personalized customer support isn’t just about finding great solutions, but it’s also about being where your customers want to reach you.
Phone support is still a major priority; many customers still prefer to talk to a representative over the phone, especially about urgent or sensitive matters. Hubspot research shows 48% of customers want to use the phone for customer service — over live chat and “contact us” forms.
Phone support shouldn’t be the only form of communication you offer, however. Set up live chat on your site, or at least have a fast-response email option and check your social media profiles daily for incoming messages.
Take Advantage of Third-Party Support
If you’re struggling to manage this bandwidth with your internal team, the good news is that there are tools that can help with this.
Hiring an answering service like PATLive, for example, can offer customer service to your customers exactly as you would. (Plus a lot of other great benefits too) We take the time to learn about how your business functions and how you handle customer calls.
We can tackle a brunt of the incoming calls for you, doing everything from collecting lead information to processing payments. And if there’s ever a customer service concern we can’t address, we’ll patch them through to the right team member right away.
Personalized customer service is becoming an expectation; it’s no longer necessarily extraordinary in its own right. This means that you must be adapting, offering outstanding service that’s tailored to your customer base, giving them the “small business experience” in all the right ways.
