Every business operating in today’s market has to have some sort of office that caters to the needs of their clients. Usually, this comes in the kind of support. Nevertheless, it is something to really have a customer relationships department, and another to ensure that each client gets the best services possible. In many cases, this means a team that can respond to client requests within the same day that the request was received. This type of service alone can be the deciding factor on whether clients stay with you or try one of your competitors. This can have a huge impact on the overall satisfaction of each of your clients.

Stop taking so long

It can be frustrating for the client to start off their service with your company with one operator, then get transferred to another in the next stage, then another. A great and easy way to increase customer satisfaction is to keep a single point of contact for each client. This will allow them to build a relationship with that specific representative within your company, and have one point of contact to get any of their questions answered. Contacting someone within your company for sales, questions, and various other services that you might offer should be an effortless process. Fragmenting this process can lead to frustration on the client side. Providing your staff members with all client related information is extremely important in keeping this type of service functional.

TLDR: Stop transfering employees and fix it.

Where’s the FAQ?

The FAQ section of your website can be extremely powerful in providing your clients with a large amount of standard information about the process, products, and services that your company offers. This can be a one-stop-shop where clients can get the information they need immediately, without having to send an email and wait for a response. This will also free up your staff members to answer the more important questions that your clients may have. Keep this section clear and concise so that your clients don’t have to search too hard for the information they need. As you build this section over time, use the most frequently asked questions that your clients ask.

TLDR: FAQ pages increases knowledge for users faster

It’s time to do some real time communications

Contacting companies through a phone isn’t the most popular method of customer support on the client side. Due to the fact that most people nowadays thinks it takes too long to get someone on the phone, and they would rather SPEAK. However, there are a variety of methods that can be used, and it’s never the case that clients all prefer the same contact method. As such, it is also important to have email and mail contact information. One method that is becoming more popular is real time chatting through a website, allowing the client to directly contact a representative from your company online in real time.

If you want to go above and beyond, you can provide real time video communication as well, also known as WebRTC. This will cause your clients to be onboarded faster since they won’t have to take a phone number, add you on Skype, or wait for your email. Thus, increasing the likelihood of converting or onboarding successfully. A nice bonus is that all of these contact methods allow the exchanges to be recorded and tracked, which can be used in analyses to further enhance these features.

A recent startup from Silicon Valley, ThinkRTC, lets you do exactly all of this with a fully functional sales platform (CRM) with real time video communication integrated into your website in matter of seconds.

TLDR: Get real time chat (and video) on your website.

Dashboard from ThinkRTC sharing his screen with a client online

Keep in contact at least

Contact with your clients is important. There are various methods to accomplish this, and all can provide a better experience for your clients. These methods will allow you to handle any potential issues before they actual become issues. They are also straight forward, easy to maintain, and keep your clients happy. And if you can’t build all these communication tools yourself, that’s one of the reasons why affordable SAAS companies exist.