Keep Customers Onboard with These 6 Customer Support Best Practices

Customer loyalty can be here one day and gone the next and that can be incredibly expensive. And now, with looming economic uncertainty, customers are even more careful about where they’re spending their money. On top of that, your business faces an ocean full of competitors who are ready to steal away your customers and, to be honest, it’s not hard to do. 80% of consumers have jumped ship to another brand following a single instance of poor customer service. While it’s tempting to think you can just find more customers, investing in better customer experiences to keep your existing customers can be up to 25 times less expensive than finding new ones since they’re more likely to buy from you again. If you want to keep growing your business, use these 6 best practices to keep your customers on board.

Be On Deck

Being more available for your customers doesn’t necessarily mean having everyone on deck 24/7. It means making information readily available when customers expect it. Customers may have different standards about availability when visiting your website for information versus calling you at 1 AM. With that in mind, be sure to:

Update your website to answer common questions your customers have.
Make sure your website is mobile-friendly.
Provide contact information on your site where it’s easy to find (e.g., at the top of the page, the footer, or a dedicated Contact Us page)
Use automated messages and replies for calls and emails outside of business hours or for holidays.
Implement self-service tools like webchat to allow customers to resolve their own inquiries.