Regardless of the type of business you run, your credibility and reputation rely heavily on how your support agents handle the most upset customers your business could ever encounter. Often times, customers are in an emotionally heightened state when they seek your assistance. Stressful as it may be, this is also the time when customers are evaluating and scrutinizing your business the most.
Even with SMS customer service, it is very vital for your agents to be prepared during these make-or-break situations with your audience because this will determine whether customers will choose to continue availing your services or not.
Pay close attention to the following customer interactions that you may encounter when you offer SMS customer service:
The customer posts a complaint about your service in public.
In the modern-day marketing scene, customers usually use social media channels such as Facebook and Twitter, as well as online review sites like Yelp, Google My Business, and Trip Advisor. Usually, customers who run to publicly accessed channels to vent their frustrations on a particular product do so to test whether the company has the initiative to take responsibility and amend certain lapses on their part or not. Since it is published in a public setting, this will also serve as an opportunity for your brand to exhibit how committed you are to repair and harness your relationship with your end-users.
A customer seeks discounts or requests for a deal.
Don’t get carried away when a client contacts you for the sole purpose of requesting discounts or getting a deal that lands them in a win-win situation. Such transactions are demanded only when the customer strongly feels that they were not fully satisfied with their purchase. It can also happen when the customer believes they did not receive a fair and rewarding treatment for choosing your services.
One of your customers decides to cancel subscription to your service
Cancellations don’t always spell a decisive desire to part ways with your business forever. As was mentioned earlier, there are customers seeking assistance while fueled with heightened emotions. You can trace back the reason behind their cancellation request to three scenarios: One, they ordered a product but somehow received the wrong item; two, they requested to have the item replaced or the issue fixed by one of your technicians but seem to have not yet acquired the outcome they want; and three, your agents failed to truly get to the bottom of the issue by taking time to hear them out.
Your SMS customer service can serve as the very link that enhances customer trust and increases reliability on your end
All problems have corresponding definite solutions—meaning, every negative customer interaction has a countermeasure you can use to prevent the problem from escalating further.
Calm, collected and solution-focused responses always prevail
Don’t fret if you get bad reviews online or on your social media channels. At the same time, it is important to note that there are customers who post public complaints expecting a response; and there are also those who voice out concerns but do not expect their grievances to be addressed. If a customer expects a response, then it is wise not to ignore their protests. Avoid adding fuel to the fire by engaging them in a public banter. The better alternative would be to maintain a calm and composed demeanor when working to resolve their problem. Leave a short comment on their post and inform them that you have acknowledged their concern and are willing to discuss the matter further through a private message.
Diverting the attention to private channels allows you and your customer a wider opportunity to work together in resolving the problem.
Proactive support must be practiced at all times
In the event that the customer who submits a bad review about your services does not expect to have their dilemmas responded to, it is best to exercise hands-on assistance regardless of whether there is a concern or not. Support agents sitting patiently and waiting for the problem to be brought to their attention—that’s a thing of the past. What works best today is for the agents themselves to keep a keen eye on possible problems that need resolving, however big or small it may be. Delivering customer service, either via call, email, or SMS, now entails smarter monitoring of customer behavior online and offline.
Pleasing the customer does not usually spell satisfaction and a boost in reliability
The first step to satiate the emotional validation these customers seek is through backtracking previous messages or complaints that the customer may have submitted to your agents. You can pinpoint certain patterns in behavioral responses from your customer’s message history. It is necessary to determine whether such request for a discount is a first-time demand or something like a ‘trump card’ that a particular customer has frequently used in the past. While giving in to their discount requests can relieve their disappointment and possibly make them avid supporters, you should be careful not to cross the line and allow this type of request to be abused.
Empowering your customers through empathy and dedication should be at the center of your SMS customer service
Cancellations and huge objections to your services should serve as a challenge to your agents, not a threat. There is a huge difference between responding to customers for the sake solely of answering a query and taking time to converse with the customer on a deeper level to truly uncover the real issue behind their distress. Being highly dependent on passing over a customer concern to your fellow agent or to higher personnel speaks volumes about your support agent’s dependability and competency. A little bit of inquisition can be worth it if it means gaining a true and loyal advocate in the end.
No matter what channels you use for your customer support channels, make every opportunity to interact with your clients count
Happy and satisfied customers equate to a happy and successful business. Learn to take the good with the bad. Always find fresh, new ways you can entice your customers while increasingly assuring them that availing your service was the right choice. The purchasing behavior and engagement of customers are constantly changing with the times and technology that we have; thus, commitment and a more personal involvement with your target audience is the best way you can keep track of these adjustments and continue making your brand more relevant in their lives.