Having a growing business means juggling more work and handling more customers. As a startup, you can’t possibly take care of everything at once. Which is why you either hire more people, or download tools to lessen the workload a little.
Below are some of the useful tools that might help you organize your tasks and take care of your customers.
Dealing with your customers has never been easier. With a chat support software like Zendesk, you can make yourself available anytime! You can have the chat support on your website and quickly respond to your customers’ concerns.
Watch Zendesk’s adorable video below of how their live chat feature can help you out.
What’s cool about Zendesk chat is it even lets you monitor your visitors and their behavior on your site so you’ll be able to send them an automatic and personalized message. It even has a feature that will give you information about your customer’s behavior online so you can offer your products or services to specific people only. You can even receive feedback from your website visitors from chat ratings to see how you can improve your service further. What’s even better is that Zendesk chat widget is mobile-friendly which means your customers can get a consistent awesome experience without leaving your app.
Wow your customers with your fast and personalized response. Build a lasting relationship with them through the power of live chatting!
Engage your audience and start meaningful conversations on your website. What’s a better way to boost your page than having people engaging in conversations within your website. You can start colorful discussions and create a community of contributors from your readers.
Using Disqus plug-in you can even understand your audience better. From the comment section, you can get ideas on how to optimize your content and monitor engagements. It even has a feature wherein advertisers can chime in the conversation and turn engagements into revenue!
Aside from posting photos and generating popular memes online, social media apps are also useful for small businesses. Apps which everybody uses like Facebook, Twitter, Instagram, Pinterest, etc. are accessible to everybody and are now a must-have for businesses of all sizes. Not only do you get to announce your latest product launch or your upcoming event to your local customers, you even get to engage with them whenever, wherever.
Although being in all social media platforms and having to answer all those inquiries takes a lot of time from you. You tend to miss out on the bigger things you have to take care of and leaves you with a stagnant business with very little development. This is where delegation of tasks come in. This way, you can lean more on improving your business while keeping your customers loyal and attracting more customers in the process.
“Customer service and social media has melded together,” said Lindsay Patton-Carson, vice president of customer engagement at PiperWai. “If your brand has social media profiles, you are absolutely going to have to perform customer service on social media. There isn’t a way to get around it.”
Creating a knowledge base
A knowledge base is a collection of self-service materials like clickable FAQs or series of articles that serve as tutorials. If your service has an app or a software, it is ideal to have some sort of a manual on your website or app. For small businesses with limited resources, it’s not very efficient to have to explain to customers the same solutions over and over again. This is why self-help manuals are often the first step to resolving an issue.
A knowledge base should be structured in a way that is easy to navigate so your customers would not have a hard time troubleshooting their way into it. A dedicated page on your website should look something like below.
When starting a knowledge base, you would want to know what problems your customers are usually facing. For example, your app allows users to order straight from their mobiles. At one point or another, they must have already faced an issue about tracking orders. Or maybe, they simply want to take a certain step on your app but they’re not sure how to.
For you to get an idea on how to build your knowledge base, you should get a grasp of what these common problems are. One way to know is checking the previous messages you have received from your users. Try checking emails, comment section, text messages, if you have given it out as your customer support contact number. Collating your customers’ list of inquiries will serve as your starting point.
What’s great about building a knowledge base is that it helps you save time and effort by helping your customers solve the issue on their own first before escalating it. You don’t have to repeat to every caller how to track their orders anymore!
Have you tried any of these free Customer Support Tools? Which one of these do you think worked best for your business? We would love to hear your recommendations below.
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If you need help or consultancy on how to take care of your customers, we would be more than happy to assist you. Contact us today!
Business Development Manager
Anderson Group BPO, Inc.
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