One challenge that most companies are facing in the highly competitive and globalized business environment today is gaining and retaining customers. This challenge is particularly difficult for startups that have to attract new customers.
In fact, according to Startup Genome, 9 out of 10 startups fail due to various reasons. One of the most common reasons is a failure to provide good customer service for startups.
Here, a startup implies a company or entrepreneurial venture that is typically newly emerging, with the goal of increasing its market share. For such entrepreneurs and small business owners, the process of moving from a business idea conceptualized in the mind to an actual paying customer is a deeply personal one.
With all the work you may have already put into launching your business and securing some customers, taking care of those customers in the best possible way is critical. Many startups choose an outsourced customer service provider to do that for them.
In this article, we reiterate that attracting and retaining customers goes beyond merely caring for them. Keep reading to find out 5 customer service solutions for startups.
Use the most effective tools
Early-stage startups often experience difficulties with meeting customers’ needs, exceeding their expectations, and providing customized service primarily because of limited resources. Luckily, there are various cost-effective tools, — including survey tools, live chat, and social media, — that you can use to manage the customer service department without breaking the bank.
The survey tools are generally used to establish strong relationships with customers. This is one of the crucial things in outsourcing customer service startup strategy. With the help of instruments like Google Forms, companies collect feedback, measure customers’ loyalty as well as a level of satisfaction, and, as a result, determine clients’ needs. Live chat is an efficient way to interact with customers in real-time, which is a critical element for business success. Social media is another powerful tool to help customers easily reach out to your business.
Learn your customer needs and preferences
You can’t wow your customers if you do not understand their needs and preferences. According to reports, the average customer experience predicts measures such as likelihood to renew or remain or likelihood for the repeat purchase.
In fact, according to a study, improving the experience of your customers from average to wow can result in an almost 50% increase in customer loyalty. Conduct customer surveys, and use the findings to build relationships with your customers and connect with them in ways that matter to them.
Deliver on your promises and go beyond
Most clients cite the inability to meet expectations and poor customer service as the main reasons for leaving. This points out that the customer service role in a successful startup is essential. The first step to wowing your customers is not disappointing them in the first place.
The key here is having effective communication with the client and making sure that everyone understands what is promised. Make sure to meet all the deadlines and fulfill the promises. Also, don’t forget to use CRM software to help with automating the process. That’s a very useful technique, especially for eCommerce outsourcing.
Do not stop at delivering what was promised, go beyond the customer’s expectations. This can be achieved in the form of free gifts and services as well as by going the extra mile when needed. Every customer likes to feel like they are getting good value. Giving your customers more assistance and support than they expect helps you gain brand advocates for word-of-mouth marketing.
Make follow-ups when least expected
Another great strategy for wowing customers is by making follow-ups, especially when least expected. Getting the element of surprise on your side can help you wow your customer, especially for startups. Use such platforms as e-mails to get feedback from your customers. This could be even more effective if sent by the business owner or the entrepreneur, as such a personal touch could help in building a long-term business relationship.
Pick up the phone and ask your customers about their experience with your product or service. Through such calls, customers will have the satisfaction of knowing that they matter to you and your company.
Always express your gratitude
This is one of the most basic yet important tips for startups. Thanking your customers may seem obvious, but it is something companies tend to ignore. The decision by a customer to use your services or products should not be taken for granted.
There are many creative ways to show gratitude to your clients, and it doesn’t have to be a complicated undertaking for it to have a great impact. Even just chats with customers can go a long way. The key here is to put in the effort. One strategy you could use is sending a little birthday gift such as a coupon.
If you follow these simple steps, your customers will feel appreciated and are highly likely to come back to your business again and again. However, it is understandable that as a young business concentrating on customer relations can be challenging, and can distract from the core functions of your business.
As such, we suggest that you consider our customer support outsourcing for startups.
WOW24-7 not only provides the best customer support tips but also solutions that are tailored to your specific business needs. For more information on how to get the best customer care solutions, contact us.