Question: How do you stay on top of customer service, no matter how busy you get? (name one tip)
Make FuseDesk a Feature
"My teams use FuseDesk to handle incoming requests, assign cases and track case history. The app links directly to an Infusionsoft account so we don't spend a lot of extra time trying to remember who is emailing for support, what they bought and when it was shipped. It's all integrated making it easy to send a template response. The system cut our response time dramatically!"
HelpScout Helps Out
"We use HelpScout to provide a technical help desk for students of our online school. To them it means simply being able to request help by email -- no logging into a dashboard to see updates or followups. For us, it means we can provide greater personalized support, really get to know students and manage all requests in one place -- no cluttering up inboxes, yet still providing that personal touch."
Segmented Customer Support
"Providing customer service throughout the day will only break up your day and take focus away from the stuff that's making you busy. Instead, take an hour in the morning and an hour before you finish for the day to close out all customer service requests. By doing this, it becomes a game, as you work diligently to finish in that specific time slot you have allocated for customer support."
It's a Team Effort
"For many businesses, customer service may be easily shared among all members of the organization. Addressing customers' needs is something no one should be too senior to do, and spreading the load will ensure that no customer feedback goes unaddressed. It's a model worth trying out if you're overburdened with customer requests."
Figure It Out Face to Face
"Establishing genuine relationships with clients needs to be a top priority for all leaders. Yes, this means taking time out of your "busy" schedule and really asking them for feedback over coffee, drinks or dinner. You should likewise create opportunities for group client engagement. Results from a facilitated focus group at my company produced the "pivot" that we now credit for our success."
Give Access to Real People
"As long as someone human has heard a concern and has made it clear that it will be addressed, most customers can be a little flexible about how long it takes to fix an issue. But the human touch is key to getting that room to work from your customers — if they feel like they haven't been heard, they're going to keep hammering until they get a response."
If It's So Important, Create a System
"If customer service is truly a top priority for you, then you should have systems in place to ensure quality control. Record and review all client interactions with your employees so they can constantly improve, and hold each employee accountable for customer service standards."
Stay Steps Ahead
"Always be prepared and be a few steps ahead of your client to guide them in the right direction. With a team that's great at project management and account management, you can seamlessly stay in contact with clients, updating them and building their trust."
Create a Process Checklist
"Documenting procedures and processes are key for us. We have developed a checklist called "The Customer Experience" in our office. This makes us more in-tune to consistently deliver our vision for how a customer should feel after doing business with us, no matter how busy we get. We make sure every client we have has experienced each step of the checklist before proceeding further in the relationship and project."
Remember Their Importance
"Ultimately, our businesses exist to serve our existing customers, not to create products or to attract new customers. Both of the latter two items are important, but not the most important. By reminding yourself of your priorities, it makes it easier to set aside the time to serve them well."
Keep Up Communication
"It's not so much important what you say, but how often you say it. Customers, clients, and people in general love to feel that you are aware of their presence. Providing good customer service isn't all about being pleasant, but also just communicating often and allowing your clients to feel validated. So whether it's staying on top of emails or phone calls, make sure you respond often and quickly."
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