Good customer service relies on having a solid contact registry and efficient case management – that’s where you lay the foundation for continuous and clear communication with your customers. It’s important to provide regular feedback to your customers and be there for them when they need you.
Several customer support surveys have shown that the time it takes to solve the actual problem is not as crucial to customers as receiving some form of personal response quickly. In other words, getting an acknowledgment of their inquiry is a great start. BUT it’s also necessary to follow up on the contact, and it’s important to remember that it’s okay to inform the customer that it may take time before they receive a final answer – the crucial aspect is staying in touch! It’s also perfectly acceptable to explain any situations that have arisen or caused the problem, as long as you are not evasive and avoid taking responsibility. Taking responsibility for the occurrence of a problem is important for building trust in communication.
Every contact counts
Most businesses are more or less dependent on networking, and in that context, every contact is significant. A good contact registry streamlines communication with your customers and your customer service by enabling you to create email templates and sort contacts into groups, for example. If you can also add additional information, such as notes about whether the customer prefers to be contacted via SMS or email, it further facilitates the exchange. The key is to reach the customer on their terms while also simplifying administration for you. Automated functions and communications, as well as the ability to quickly involve the right employees in the communication, ensure both satisfied employees and customers.
Don’t forget about backup!
When deciding how to structure your customer registry and support, it’s important to consider aspects like backup. Most companies are moving away from having such information localized in one place and shifting towards working more in the cloud.
For most people, the contact registry is something that’s just there, and they don’t give much thought to how to organize it. But if you ask yourself, what would you do if it disappeared? Then you’ll understand how important it truly is. With a cloud-based contact registry or CRM, you safeguard against potential loss and also simplify the structure and improve your customer relationships. A good and structured contact registry is a fundamental requirement for effectively promoting your services. We are happy to assist you in finding the right solution for your specific needs!