10 Proven Customer Service Strategies

Today, customers don’t only purchase products and services. More and more often, they buy ideas or experiences. And they demand nothing less than perfection. Though it may take a lot of effort, it is very important to retain clients. Not only because it’s cheaper than gaining new ones. Mainly because repeat purchases have a great effect on businesses bottom line.

De acordo com a pesquisa da HubSpot, apenas um aumento de 5% na retenção de clientes pode aumentar a receita em 25 a 95%.

So, satisfied and loyal consumers make more purchases. They spend more money, leave reviews, and refer to their friends and family. In order to keep them happy, you need an exceptional customer experience. Therefore, exceptional customer service. 

Juntamos estratégias de atendimento ao cliente que farão com que seus clientes sejam seus defensores mais fortes.

Impact of Well-Developed Strategies on Numbers

Antes de passarmos para as estratégias reais de atendimento ao cliente, vamos dar uma olhada no que as tornam tão importantes.

Here are a few eye-catching statistics: 

By Microsoft Dynamics research, overall, 90 % of customers find customer service important when choosing a product. And 91 % of them will not willingly choose your product again after a bad encounter.  

Felizmente, também temos boas notícias.

Even if you started on the rough side, 78 % of consumers are likely to forgive you if you provide exceptional customer service. Salesforce claims this in their State of the Connected Customer e-book with Insights from 15,000+ consumers and business buyers worldwide.

Social Media Today says that if you perfect your customer service strategies, 77 % of happy clients may recommend your company to their friends. 

Além disso, 86% dos compradores gastarão mais dinheiro depois de ter uma boa experiência com seus atendentes.

10 Estratégias Vencedoras de Atendimento ao Cliente

We should start with a brief definition of customer service strategy. It is basically a well-thought-out plan for handling interactions with consumers. It lets you provide a consistent customer experience throughout all your channels. 

Yet, it may not always be easy to implement. First, you need to take a step back. Think about what an exceptional customer support strategy means for your business. 

É aí que nossas 10 dicas podem ajudar.

Nº1 Comece montando a equipe dos seus sonhos

Skills can be trained, and knowledge can be gained. But attitude is something that comes with a person. Your team is what the quality of customer service stands on. So, it has to be perfect. A dream group of talented people with the right approach. 

Some candidates may look like a great fit on paper, but they will not be a good match if they don’t identify with your company’s culture and values. Employees will only like their job if it has a deeper meaning for them. And customers may only be satisfied if agents like their job. 

We recommend testing how candidates fit your culture right during an interview process. Create a benchmark of who your dream team should consist of. It will save you a lot of time later on since, this way, you reduce employee turnover.

Involve your HR department and create a set of relevant questions. You can also identify preferred personality traits and skills of employees in various support roles. Divide the traits into categories, such as “must-have” and “good-to-have”. Involve both hard and soft skills since they are equally important. 

Here are a few traits you may be looking for when building your team:

• Inner motivation: Does the candidate have a genuine interest in the position beyond the salary? She/he should be more driven by an inner call to support others and less by monetary aspects. Although, those are important, too.  
• Positive attitude: To maintain cheerful customers, agents should be cheerful people. They need to have a mindset that tells them everything is solvable. 
• Self-awareness: Does the candidate have a sense of constructive self-criticism? This way, she/he will always be able to tame emotions. 
• Empathy and social intelligence: Perhaps the most crucial requirement for a customer service agent. No one can effectively help others without understanding how they feel. 
• Adaptability: It is important for candidates to show interest in gaining new skills. They also need to be able to work independently and learn fast. 

Além disso, você pode selecionar características com base em funções:

Atendentes em contato direto com as características dos clientes:

• Great listeners
• Skilled negotiators
• Critical thinkers
• Problem solvers

Customer support managers’ traits: 

• Proficient in monitoring 
• Good at project management
• Conflict resolution masters
• Love supervising others
• Able to provide sensitive yet constructive feedback
• Ready to inspire

Tanto sobre os candidatos. Na equipe existente, monitore se seus atendentes cumprem a abordagem “sempre considerando o cliente”. Você sabe que tem as pessoas certas quando elas estão comprometidas com os mais altos padrões de atendimento ao cliente.

Monitor their performance by listening to their calls. Follow their workflow. Do they present the importance of customer care for another team? Do they share knowledge and best practices? Then you won. 

#2 Otimize o treinamento dos atendentes

Let’s assume you already built your dream team. The next customer support strategy is taught-through training. 

No matter how skilled agents are, they still need to learn. Provide them with the best coaching software that brings out their full potential. Involve all your team, old members as well as new ones, in regular training sessions. Present them with a complex overview of their position, from improving in daily duties to how each of them fits into the bigger picture. 

Lições que você pode incorporar:

Soft skills e paciência: pesquisas mostram que 68% dos clientes esperam que as empresas interajam com um alto nível de empatia. Isso faz sentido. Quem iria gostar de falar com um atendente mal educado?

Prepare your customer service team to treat every situation with patience since each will vary rapidly. Almost every customer is different. Some will be angry, some confused, and some may have a lot of questions. Others are completely lost in a topic. No matter what, your agents need to be understanding and professional. 

Communication skills: Agents who are shy and easy to turn down won’t sell or help too much. You need to have a confident team of excellent communicators who are sincere and sympathetic but also persuasive. What’s more, none of them should comply to let customers leave the conversation dissatisfied.   

Active listening: By a Harvard Business Review survey, an average person recalls around 25 % of what someone has said. That is not enough to solve a problem. Your agents need to be listening masters since customers hate repeating themselves. 

In order to solve an issue successfully, your team has to understand it, no matter how complicated it may be precise. Some advanced customer service software features may be of help here, such as real-time call notes. 

To train to listen, try to add a short role play to your training. Create pairs and let agents take turns in talking for about 1 – 2 minutes. The other person then has to reflect on what was communicated and include an empathetic answer to show the level of understanding. 

Knowledge: No less important than communication. Knowing their stuff is crucial for each agent. Discuss in detail how your product works and what the pricing is.

One more important customer support strategy – teach your team what to do when they get lost. If there is no other option, it is always better to double-check than provide incorrect information. Even though the customers have to wait. Just don’t let them wait too long. 

Nº3 Satisfação do Funcionário de Suporte

Você pode escolher as pessoas certas e treiná-las bem, mas tudo isso será em vão se os atendentes não estiverem felizes. Agora, é hora de apreciar o trabalho duro.

Staff retention is high in the customer service industry. That is why each good employee is worth gold, such as each good client. Empowering the spirit of your agents results in more productivity, shorter resolution time, and many more advantages. Therefore, show your team respect. Don’t micromanage them, let them make their own decisions. 

Recognize the high performers and reward them. You can offer incentive programs. These don’t have to be only monetary. Gifts like a year-long Netflix subscription or a voucher for a good dinner can motivate the same. Sometimes, even a simple group email with a positive review on a particular agent can serve as great support.

Another strategy you can choose is supporting healthy competitiveness. Give out monthly awards for anyone who delivers exceptional performance. Agents can also nominate each other to build compassion. The good feeling of recognition from co-workers boosts team spirit, too. 

Outra coisa em que você precisa se concentrar – O que está acontecendo com os atendentes que não se dão tão bem? Talvez eles precisem de mais treinamento. Talvez eles precisem de mais motivação e encorajamento. E talvez eles mostrem sinais de esgotamento porque estão trabalhando demais. Apenas certifique-se de não dar toda a sua atenção aos melhores jogadores e esquecer aqueles que precisam de ajuda para chegar lá.

Nº4 Use as ferramentas certas

Another customer support strategy tip is to always utilize the best tools possible. A piece of great advice – never save money on technology. Reliable call center software plays a crucial role in the customer service you offer. Digitalization and automation provide effectiveness and a more pleasant experience. A VoIP telephony system is an ideal solution. 

Quality call center software offers plenty of features that make everyday tasks easier and customers happier. The call center dashboard allows you to monitor all call center activities in real-time. Automatic callback ensures you never miss a call. Skill-based routing offers the best support possible from an agent with the most suitable knowledge base. And there are plenty more. 

A key to call center automation is also an integration of your software with the CRM system and other relevant ticketing systems. This way, all data is centralized in one place, with no need to manually maintain them in both databases. All information is instantly available for each of your agents.

Nº5 Meça os dados certos

Como você sabe se o que você está medindo realmente importa? Você precisa obter dados que forneçam insights acionáveis. Se eles não fizerem isso, não vale a pena medir. Decidir o que importa e o que não importa é um processo complexo.

Comece perguntando a si mesmo essas simples perguntas:

• Will this information get looked at? 
• Will it lead to precise actions? 
• Is it, therefore, relevant? 

De acordo com uma resposta, você está um passo mais perto do que medir. Escolha o que é relevante para o seu negócio e estabeleça KPIs – Key Performance Indicators.

Através deles, você medirá seu sucesso. Ao segui-los, você obtém uma visão geral instantânea do desempenho do seu atendimento ao cliente.

Veja aqui 3 KPIs importantes que você não deve ignorar:

• First call resolution – 26 % of customers are transferred from agent to agent without resolving their issue. 
• Average time in a queue – 75 % of customers say it takes too long to reach an agent. 
• Average abandonment rate – 67 % of customers hang up due to frustration because they couldn’t talk to a real person. 

Also, make sure you are looking at each side of your KPIs. For example, your average resolution time might be improving. Agents reduced the duration it takes to resolve the issues. But, the overall customer satisfaction lowered because, to cut time, your team started to handle cases with lesser precision. 

After evaluating business needs, establishing base KPIs, and measuring your results, ensure you are on the right track.

Ask yourself the following questions: 

• Do your results benchmark with other companies in your industry?
• Are your internal teams cooperating strongly enough to maximize your call center potential?
• Do you have all key processes under control? 

Nº6 Personalize a experiência

Maintaining trustworthy customer service means boosting and building relationships. That comes with improving customer experience. People are generally more open when they feel that their conversational partner knows them. Therefore, personalization is a big part of a successful customer support strategy. 

Para mostrar um exemplo, você deve conhecer as interações anteriores dos clientes. Devido a um recurso de histórico do cliente, os atendentes têm uma visão geral instantânea e atualizada de todas as interações dos clientes.

Além disso, esforce-se para tratar seus clientes como pessoas de verdade. Capacite sua equipe para chamá-los pelo nome. Ocasionalmente, envie ofertas especializadas ou mensagens feliz de aniversário. Você também pode usar uma ferramenta de atendente preferencial, na qual os clientes podem interagir com a mesma pessoa como fizeram anteriormente.

Nº7 Tome decisões baseadas em dados

Feedback is a basis of improvement for each business, therefore another very important customer support strategy. 

Utilize estatísticas avançadas de chamadas para observar seu progresso ao longo do tempo. As empresas que usam relatórios analíticos obtêm uma melhoria de 58% no desempenho dos funcionários. Elas também são mais propensas a mapear as jornadas dos compradores e identificar com sucesso quais canais melhor contribuem para os resultados.

Além das estatísticas, é importante acompanhar regularmente as opiniões sobre seu atendimento ao cliente. Um relatório da Microsoft mostra que 89% dos clientes realmente querem fornecer feedback após interagir com os atendentes.

Crie seu próprio sistema confiável de feedback, para que você possa melhorar constantemente.

A sua estratégia de feedback deve monitorar duas fontes:

• Inputs from customers towards your agents: you can gain it through social media, reviews, surveys or tools like emotion analytics. 
• Inputs from agents: Hear out their experience with customer interactions and other observations. Organize 1on1 or group meetings.

By listening to both sides, you learn a lot about what works well and what needs to be modified. Maybe your customers get sufficient support but feel like they miss a written recap. Such as follow-up emails.

On the flip side, your support team can give you insight into what are the most common issues. Maybe even where they have knowledge gaps. This way, you will know exactly what to incorporate into future training. 

Nº8 Agradeça as reclamações

Enjoying seeing complaints may look like a weird customer support strategy. Yet it’s a needed one. Welcoming negativity doesn’t mean seeking it. It means acknowledging it. Around 45 % of people say that they are swayed to visit businesses that respond well to negative reviews. 

If you do it right, public response to a bad evaluation or complaint makes wonders for your reputation. First, in times of opinions going viral on the internet, you can avoid a potential PR disaster. Secondly, you have a chance to publicly address the concerns of your customers and gain free market research data.

Além disso, torne sua marca transparente e justa ao fazer mudanças tangíveis. Reconheça suas próprias falhas oferecendo compensação o problema. Não hesite em mostrar que você também pode errar às vezes. Em vez de esconder e ignorar as críticas, seja corajoso o suficiente para enfrentá-las. Mas sempre certifique-se de fazer o que prometeu.

Here are four easy steps on how to use complaints to your advantage:

• Make sure you didn’t miss any negative feedback
• Resolve all of them fast and effectively
• Make steps to stop these issues from repeating
• Pass the knowledge on to your employees

Depois que você começa a assumir as suas reclamações, pode parecer que elas estão aumentando, mas isso não é verdade. Elas sempre estiveram aí. Você simplesmente não as viu.

Nº 9 Reconheça a importância da fidelidade do cliente

Retaining customers is cheaper than gaining new ones. That is a well-known fact for everyone who ever had anything to do with marketing or business. But this basic piece of information shines a light on another aspect. Importance of customer loyalty that exceptional customer service should be striving to build.  

Os clientes fiéis são os defensores da sua empresa. Eles promovem você, obtêm lucros maiores e mostram interesse em ajudá-lo a melhorar os produtos. Eles também são muito mais tolerantes com seus erros.

No entanto, não confunda fidelidade do cliente com relacionamento com o cliente. Estas são duas coisas diferentes. Os clientes que são leais não querem necessariamente um relacionamento com a sua marca. Ainda assim, eles continuarão comprando regularmente de você se o seu serviço atender às suas expectativas.

Nº 10 Use vários canais

Waiting until people find you is the worst customer support strategy. Most of them will not bother if it’s overly difficult to get in touch with your service. Focus on providing support on channels that customers use and where they can easily reach you. It is worth it. An online portal, Forrester, shows that 69 % of adults in the US prefer to buy from brands with consistent customer service across multiple platforms. 

Even though you should allow customers to switch between multiple channels, the more, the better doesn’t necessarily apply here. Don’t overwhelm your support, and don’t waste resources on irrelevant platforms. For example, if most of your customers are on Twitter, focus on building strong support there.

Here are the main channels we recommend utilizing:

• E-mail: Although it may not be the most popular channel for communication nowadays, it’s still a handy platform where to keep in touch.
• Live chat: Provide fast service by chatting with your customers directly from your website. Live chat increases in popularity. Also, it is constantly in customers’ sight. That makes it easy to access and effective.  
• Self-Service: Many people like to fix their own problems instead of contacting an agent. Give them an opportunity to do so. Incorporate a knowledge base on your website. You can also use tools like advanced IVR, with an option to hear pre-recorded information on easy inquiries. 
• Social Media: Around 40 % of people want to communicate with brands on social media. Further, 29 % of social media users utilize them for researching or buying products. That is what makes it such a valuable asset for your customer support and brand awareness strategy.
• Phone service: Calling is still a highly requested form of customer service. Many people prefer speaking to a person before chatting, emailing, or searching in databases. 

Looking for reliable cloud-based calling software? We are here for you. CloudTalk offers 50 + advanced features that will push your customer support strategy toward perfection.