February 23-24 saw the Hilton, Syon Park, host the annual Customer Experience Exchange for Financial Services conference. With speakers ranging from Barclays to the Post Office, the focus was on sharing of information about how to deliver the best customer service strategies and solutions for businesses in the Financial sector.
When it comes to online companies, though, many businesses fail to remember the importance of good customer service, as they’re not dealing with their customers on a face-to-face basis every day. But, if you’re delivering services via a site which offers a poor customer experience, those visitors and potential customers will be quick to leave and potentially impossible to attract back! So, what can you be doing to keep your customers happy?…
1) Listen! If there are problems with your site, be it navigation or content; you need to know about it (ideally before customers start complaining). Make your ‘contact us’ details clear – there’s nothing more frustrating than spending minutes searching around a site for a phone number or email address. Better still – install a live chat feature such as Olark
2) FAQ page – Build up a list of potential stumbling blocks that your visitors may encounter with your product or site and add these to your site. If you’ve got hundreds of FAQs it might be time to tweak your product or site (or at least, make them searchable).
3) Ask questions! – Carry out regular surveys with incentives (prize draws, giveaways etc) to find out what your visitors really want from your site or business. Knowledge is power!
4) Videos/tutorials – Especially important if your business is offering something slightly unusual. A great example of this, is AirBnB’s video which simply explains what it is they’re offering, mixing animation and live video to showcase their concept in a lighthearted way: https://www.youtube.com/watch?v=SaOFuW011G8
5) Customer insights – with our product, CreditHQ, we present our users with financial information about the businesses they’re trading with- which could be seen as flat and dull financial jargon. But, by encouraging our subscribers to add businesses to their ‘Watch List’, we can then offer added value by sending them tailored email alerts if that company begins to struggle- and offer them tips on what action to take next.