We hope that youve enjoyed the tips weve been sharing about how to improve your customer service strategy. One final thing to cover is how to measure the success of everything youre doing. Some of the key things you should be paying close attention to are: - Customer churn: This is a key indicator of disloyalty. Ideally you should be seeing a decent percentage of past customers coming back to purchase from you again (the timeframe between purchases does vary depending on what it is you sell). If this percentage is low (or non-existent) then that indicates something has gone seriously wrong and you need to look at why. - Response time: How long does it take for you to answer your customers questions? If you dont know the answer to this you should start tracking it. When it comes to a website with live chat on it, a 2013 study revealed that 71% of customers expected an answer to their question within 5 minutes or less. Of those who didnt get it within this timeframe, 48% abandoned the site and moved on. - Time taken to resolve issues: It is important to your reputation and bottom line that you are able to address customers concerns as efficiently as possible. 84% of customers want their problems resolved the first time they contact you so try to keep this in mind when you are speaking with them. Keep a note of the issues you encounter and see if you can address them in a different manner (i.e. in a FAQ section on your website) so that customers can resolve issues themselves. - Reoccurring issues: Ideally you should only ever experience a problem once, as steps should be taken to ensure that it doesnt repeat itself or that the effects are minimised. Obviously this wont happen in the real world but its still worth keeping a note of issues and how many times and on what frequency they occur. If something is happening often, then look for ways to pre-emptively solve it. Which brings us to the end of this series...in conclusion your customers needs are pretty straight forward; they want their expectations met, within a reasonable timeframe and without issues. Its your job as an online store owner to keep improving the experience so that purchasing from you is easy and hassle-free
Posted on: Tue, 30 Sep 2014 09:21:58 +0000
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