Managing customers expectations is an up-front work. Your ability to provide excellent B2B customer support is a baseline. In today’s marketplace managing customer’s expectations becomes indispensable. To establish profitable communication with your clients, to understand their needs, set yourself accessible goals to make help your customers understand what they can expect from you.
Here are 5 simple tips for managing your customer expectations, which will help you provide better customer experience:
Use appropriate language
Language is a common space where humans interact. Being a powerful tool it can create a long, trustful customer relationship as well as became a field of misunderstandings. There are no insoluble problems as long as people can share their thoughts and feelings.
The most appropriate language is the language your customer understands. The way you talk must describe your knowledge in ways that the customer can truly understand. Avoid vague descriptions or difficult terminology, do not let your language to limit access to your product for different segments of your audience. Nobody likes to feel like a fool, so do not make your customer incompetent. Create the environment of customer-centric language. The customer`s manner of speaking has to extend into all channels of communication. Self-service portals, websites, chat, email, text, and the list goes on and on. Try to develop and implement the habit of talking customer’s language even among the co-workers. Make sure that the way you speak is clear for people and represents your company values.
Meet your client’s expectations with help of social networks
Social customer service solutions are the best to let your followers know how to be in touch with you 24/7 and how to contact you. Answer on all requests, make a good content, try to be sociable and to arouse interest around your service. And remember: social networks are profitable only in that case, if you use them properly, for example, not only for advertising but by collecting customer feedback. “Advertising works most effectively when it’s in line with what people are already trying to do. And people are trying to communicate in a certain way on Facebook – they share information with their friends, they learn about what their friends are doing” says Mark Zuckerberg. Thats is why social networks are the easiest way to get the feedback about your product or service and properly use this feedback to improve the customer experience. The contemporary world becomes more similar to a global village, so take into consideration the speed with which information is shared. And one negative feedback can be shared with thousands of social media users. Social platforms help information to flow within networks and that is how your image is created. It means that you need to pay extra attention at your representation in social networks used by your customers.
Use software services that help you improve
Save your time and meet client expectations by using technologies, which can help you to aggregate requests from multiple channels. Twitter, Facebook and other sites can integrate their chats with other advanced solutions like Freshdesk etc. “The larger your audience is, the harder it gets to achieve improved clients experience. That’s why you need powerful customer care support to ensure efficient, quality and fast resolution of problems coming from your clients”, says Maya Momotok, project lead of Wow24-7.io, European based customer support service.
Investments into software services bring benefits in long term prospective. Good tools can increase your employees performance and enhance motivation to a great extent. In addition. In addition, by management and analytics of customer`s data you can get more insights about your audience and upgrade marketing strategy in accordance with their preferences.
Provide your help promptly
Nobody wants to wait, especially if it comes to money. Your customer service representative should be aware of the time which is required for the resolution of request. Be in touch and calm your client with words that you are working on it. Try not to delay client’s requests, but if you do it, be ready to explain such action. Be like Google: they have 3 billions request each day, answering 34,000 questions per second. Too much waiting – too little quantity of future requests.
Be updative and share your knowledge with customers
If your product is complex, it is vital to send regular updates to your clients. Your customer’s expectations go around your innovations, they demand not only detailed