Customer service is one of those things that can either make or break your company.
You can have excellent products, excellent ideas, or excellent pricing, but if you fail at customer service, chances are you’ve just turned your customers away for good.
To excel in customer service, you have to think like your customer.
Ask yourself: how would you like to be treated as a customer? A good tip is to remind yourself that your customers always have a choice. If not you, then someone else takes the cake.
But here’s the good part: you have a choice to do something different. Something that influences their decision.
And the best way to do that is to make resolving their issues easy, effortless, and most of all, fast.
According to this stat, 85% of people agreed that greater customer satisfaction comes from resolving their issues quickly.
So, I’m going to assume you already have a blog running on your site. If you don’t, you can start with this guide here How to start a Blog.
If you do have an existing company blog, take full advantage of that platform and create a new segment just for targeting the heart of your customer’s issues. Doing this shows your customers two very crucial things:
What your business stands for
How much you care about their happiness
Think of it as a knowledge base for your product.
When customers feel like you listen to them and genuinely want to help them, their attachment towards you and your business naturally grows.
Which is why going the extra mile by preparing ready resources can increase your chances of excelling in your customer service.
As Walt Disney once said:
“Do what you do so well that they will want to see it again and bring their friends”
So, how can you make blogging a part of your customer service experience?
Use it to answer their questions
Instead of having just an FAQ portion to your business site, blogging is a great opportunity to reach out to your customers on a more personal level.
Start by paying close attention to what your customers are saying about:
- Your competitors
- Your business niche
- Your company specifically
Get yourself involved in forums, Facebook groups, or Twitter to see what your target market is saying. Alternatively, you can include a live chat on your site so customers can reach you quickly to leave their feedback.
After gathering all the info you need, it’s time to answer, rectify, and expand on their thoughts.
Try to be empathetic when you tackle these questions, thinking from the customer’s perspective. Make a list of questions they have asked and a list of questions they might have later.
This extra step not only cements the fact that your business is always a step ahead, but it shows your customers that you genuinely care about their needs and experience with you.
Use it to engage with your customers
Customer service goes beyond just keeping your customers happy; it also involves building a relationship.
When you have successfully built a strong relationship with your customers, they are more likely to remain as loyal followers of your business.
For me, whenever a company shares their personality and philosophies with me (albeit not personally, of course), I notice I am more likely to believe them and support them. Picture it as the process of getting to know a new friend.
You want to gain their trust, support, and confidence in what you do.
So, why not use your blog to show them what your business is made of? Below are some interesting topics you can write about, such as:
- How your business began. What are some rough moments?
-People always love learning about every company’s early beginnings. It humanizes even the biggest corporations and makes their success relatable.
- What does your company stand for?
-Does your company have a strong philosophy? Don’t be afraid to share it.
- Share some insider stories.
-Let your customers in on some intimate insights such as struggles you face daily, or maybe even share what customer service means to your company.
When a customer relates or agrees to it, it’s an instant click! You have so much in common now!
Customer service doesn’t always have to be how you help a customer directly. It can appear in indirect ways such as giving them valuable content to share. If you leave the “me-me-me” approach at the door, your customers will pick that up and it gives them more reasons to spread the word for you.
There is always more than one way to reach out and engage with your customers. And I think the best way is to use ALL your bases to touch them.
What other ways do you think can help you make blogging a customer service platform? Leave your ideas in the comments below and we can chat about it!