How to keep your customers away from your rivals

You know that the greatest asset to any business are the clients.

So how do you keep your customers away from your rivals and meet their high bar for speed? Here are our tips: #CustomerRetention #BusinessRivals

1. Make sure you have the right number of people on your team dedicated to customer support. Look at the data about how many customer service messages you receive and what time of day they come in. How long, on average, does it take your team to respond to a message once they open it? Run the math and figure out how many support members you need to be able to respond to your average number of incoming messages per hour.

2. If you don’t have the resources to respond to most of your customer service messages in an hour, then set the expectations clearly with your users. Next to your email on your website, tell them what time frame they will hear from you.

3. Set up your workflows so you have easy tools to speed up the response process. We recommend a tool for assigning emails to different members of your team, and an integration that lets you see the context on a customer’s order history without having to log into a different service.

4. Pick an email and social media management product that’s fast enough. You want one with keyboard shortcuts and no page load. If your customer service team is using it 8 hours a day make it easy for them to maximize efficiency.

5. Consider speed over perfection. It might be a nice touch to add emojis or personalization, but if you have to choose between that and a rapid response, go with the latter.

How many of these do you use or what else do you do to retain or acquire clients? Discuss it with me at loans@financeandmortgage.com.au.