The concept of having to spend money to make money isn’t a new one. More often than not, it isn’t a feasible one either. As your small business grows, you need to invest more resources into it for space, advertising, and hiring. If you’re in a period of growth, the way you allocate your resources can make or break just how far you go. Building great customer service means your customers will not only be heard but also assisted. Your business can continue to grow with a great reputation for customer satisfaction.
1. Supply and Demand
As your call volume increases, you will need to make sure your current staff can keep up. One of the hallmarks of good customer service is expedition. Whereas being left on hold for extended periods is one of the quickest ways to unsatisfied customers. Hiring when you need people is one of the worst times to do so; you’re under much more pressure to train them as fast as possible. This is why it is important to think about the future of your business. Assess where you want your business to go and how you can get it there. Preparing for the future will help provide a strong plan without constantly rushing to catch up.
2. Be Responsive
Of course, in this day and age, we’re less reliant on call centers to handle our concerns as consumers. Email and live chat are an excellent alternative for this with a minor question as well as those who don’t have time to be on hold. Making these channels of communication an option for your customers improves your overall relationship with them, which will be reflected in your customer service ratings. These interactions aren’t happening face-to-face. The conversation is slightly more fluid, so you don’t need to spend as much time creating and testing a script.
3. Active Social Media
It’s not enough to allow your customers to come to you. Reach out to them regularly, whether it’s to increase traffic or stay in touch with those who’ve already purchased your product or service. Companies that regularly update their social media accounts with information on sales, new products, and features and even daily happenings in the office are going to perform better than those who only send a monthly newsletter. Not to mention many customers are also using social media to reach out with inquiries and complaints. Having a team devoted to maintaining an active social media presence will show customers that you want to connect with them. Making a business account on most of the popular platforms is low cost or entirely free, too.
4. Who to Hire
If your existing customer service is beginning to back up and an occasional customer is on hold or left unanswered, now is the best time to hire additional workers. You can remain on budget and provide great customer service by hiring a remote customer service agent. These workers will remain remote but provide the services you need for your small business. All without going over budget. Hiring remote customer service is a great way to stay ahead of your business while keeping your customers happy. Questions, calls, and concerns will be properly addressed, and your customer will receive top customer service. This is a great strategy, especially if you are preparing for an upcoming holiday season or sale event.
Creating accounts, answering calls, and responding to online inquiries all require you to expand your team. When you are on a strict budget, you’ll have a hard time hiring more people, not to mention the cost of resources to train them. You will save tremendously by using Castellum Pro to hire remote workers and remote customer service agents. We cover the onboarding process, time-tracking, and payroll. Working with us ensures you will have access to a talent pool of experienced, capable candidates to support you as you grow your small business.