If you’re running any kind of customer-facing business, then you know that great customer service is an integral component that keeps your organisation profitable. While automation and outsourced customer service have become much more accessible in recent years, it still pays for business owners to develop good habits to constantly improve their customer service. Here are a few to consider implementing.

Have a regular time for updating your knowledge base

These days, an online knowledge base is more or less a given. It’s the go-to tool for any customers who’d rather try and help themselves than pick up the phone or write an email. With FAQs, tutorials, and other useful content, knowledge bases allow you to offer customers support around the clock, even if you don’t have many members of staff. To make sure your knowledge base is performing as effectively as possible, have a regular date when you update it, filling in blanks and amending outdated information.

Use your customers’ names

Ask any good marketing copywriter what everyone’s favourite word is, and they’ll promptly answer “their own name”. It may sound too simple to make a difference, but making sure all customer correspondence, whether that’s through your emails, contact centre, live chat platform or anything else, can make all the difference. Names stimulate activity in parts of the brain that no other word does, and with this simple act of personalisation, you’ll make your customers feel more valued by your brand.

Contact customers just to say “thank you”

Another simple yet effective habit, contacting customers occasionally just to say “thank you” for their business can strengthen the bond they feel with your brand, and make them much more responsive to any following contact, whether that’s through email marketing, ads, or content. Countless studies have shown that people are much more likely to respond to any initiated contact when it expresses gratitude, so remember to thank your customers when they least expect it. Just remember to create a system so that you don’t end up spamming a single customer with thank you notes too frequently, as this can make your brand seem robotic and insincere.

To find out more about how Frontline can help with your outsourced customer service, speak to us today.