Building an Unforgettable Customer Service Experience

We offer the best customer service experience.

But do you?

Well, at least my business does.

How do I know? My customers told me, that is how.

Now you might think I run a bigshot company that earns billions, has enough capital, and a big enough customer support team.

Sorry to burst your bubble but I just run a small startup. An online business with no physical outlet yet. Regardless of all these limitations, my customers are quite satisfied.

How am I doing it?

Well, there is no magic trick involved. I do not hold big bucks or have a dedicated team but I believe in creating memorable and quotable customer service experiences that can live rent-free in the head of my customers.

Crafting Unforgettable Customer Service Experience With Limited Budget

· Always Stay Available  

Chasing is a funny business but when you are running a startup, availability will help you win customers. Most brands have already cracked this code, which is why they ensure availability round the clock, 365 days across all online and offline platforms. Xfinity customer service is one example that ticks all these boxes including being available 24/7 for service-related queries.

But, with a limited budget, is round-the-clock availability of support still possible?

Well, the answer is yes.

For nearly every customer support task, there are free or affordable customer support dashboards and automation tools. Social media sites have automated chat and reply features as well. Moreover, if you integrate your website with a chatbot, your customer will receive an automated response for every question.

· Be Empathetic Do Not Hesitate To Admit Mistakes

As a business, admitting mistakes might seem like a sign of weakness. Most of them just try to shame the customer, instead of trying to empathize and resolve the issue.

However, in most cases, this results in backlash. Customers experiencing the same issue group together and bombard their online business page with negative comments. Next thing you know, you are being canceled, and that too in front of the whole internet community.

Defiantly not a pretty sight.

On the contrary, if a customer tries to report an issue, try to thank them for it. Let them know that you are going to address the issues right away. Once you resolve the issue, turn this complaint into a story.

As a small business, most of my paid ads run on customer stories. I tried to turn a bad customer review into a case study and the way we improved the customer experience by resolving the issue. In most cases, these stories attract attention from customers facing similar issues from other brands.

· Create Funny Customers Stories

This has to be one of the best ways to improve organic marketing as well as engage customer support. So far, big brands with dedicated customer support and social media marketing have successfully executed this style of handling customer queries.

Brands like Duolingo, Wendy’s, Burger King, etc. are popular on social media for their funny interactions with customers. However, keep in mind that while funny interactions can be a great way to bring attention to your business and enhance customer experience, this can also come off as rude in some cases.

So, while planning the interaction with your customer, ensure a list of safe topics. Moreover, avoid anything that can be controversial, can land your brand in hot water, or worse, get canceled.

· Offer Something Extra

A common issue with customer and brand relationships is that one poor experience can quickly lead to bad marketing. Customers, in this case, quickly switch to an alternative whereas the brands feel very demoted when a customer leaves.

However, for small businesses losing even a single customer can be devastating. As a small brand, we usually try to compensate for one bad experience by simply offering something extra.

So what can you offer extra to your customers?

Well, this can be a discount coupon, a small reward card, maybe a handwritten note, or a refunding the product price. This might seem quite a simple remedy but so far, this is one of the best tricks to retain your customer even after a bad experience.

· Introduce Your New Line in A Fun Way

As a successful brand with a dominant product, most businesses struggle to shift the same attention to other products. This is quite common when businesses launch a new product or they have dominance in just one category.

For instance, Coca-Cola is a billion-dollar company selling water, soda, and snacks. However, most of us relate Coca-Cola with just soda. For small businesses, this can become quite a challenge especially if they have other products as well.

To balance out the product success, businesses generally run paid ads and for a small business, this can be quite challenging. However, one of the best ways to evenly distribute the success among the entire product is by running an awareness campaign with each product.

In the case of my business, I run a small wellness brand with organic products. However, for the longest time, my products were only for humans. Now that I have launched doggy treats and wellness gummies and  I send vouchers and cards with each product. This helps my customers know about the other things and categories they can explore in my business.

Top Brands Acing Customer Service Experience

· Amazon

· Apple

· Chick-fil-A

· Virgin Atlantic

· Ryan air

· Disney