Digital marketing isn’t all social media and disconnected emails, in a lot of aspects of digital marketing you’ll need to deal with customers and enquiries directly, so when dealing with customers you’ll need to ensure that you provide excellent customer service. As an apprentice in Digital Marketing, you’ll be exposed to all kinds of new skills and tools that will be used in your day to day work life, but it is very important to remember that you’re marketing to people! Even when creating digital marketing campaigns, the customer needs to be at the forefront and center of every decision you make.
Whether you’re responding to social media enquiries, or creating a targeted email campaign, this post will tell you everything you need to consider to provide excellent customer service. Here are 3 quick top tips to keep your customers happy and provide excellent customer service:
1- Provide excellent customer service by using timely responses:
Firstly, nobody likes being kept waiting for hours for a response! The simplest, most effective way to keep your customers happy and engaged is to respond to enquiries in a timely manner. This will go a very long way to ensuring a good brand reputation, maximising the probability that any enquiry can be resolved in a positive way for both parties. It sounds like a simple answer really! But you’d be surprised to see just how many companies leave potential transactions pending, un-responded to in the comment sections. Responding to these enquiries is the first step to increasing your sales and cultivating a happy, loyal customer base!
However, it is extremely important that your responses cover everything the customer asks. So before you type up a hasty incomplete reply, make sure you’ve answered everything that the customer enquiries about. Take a couple more minutes to carefully re-read over their enquiry and source the answer to their enquiries. This can be the thing that turns an unsatisfied customer into a potential customer!
2- Provide excellent customer service by tailoring your reply to the individual!
There is a fine line between having a blanket social media policy, and coming across like an un-personable robot. While it is important to have consistent policies to ensure a certain level of quality, it is also important that the customer feels like a human has dealt with their enquiry. Certain policies can get in the way of the level of service that a customer receives. Make sure that your policy is adaptable so that every enquiry can be resolved adequately.
Copy/Pasted replies can provide a quick, effective way to communicate an acknowledgement of their initial enquiry. But after that point they can prove to be frustrating and unhelpful to the customer. They can make the customer feel alienated and unimportant. Applying a little bit of a human touch is sometimes all a response needs to leave a customer completely satisfied.
Be proactive with your responses! Don’t be afraid to go the extra mile in order to ensure the best level of customer service possible.
3- Provide excellent customer service by allowing customers to follow up on their enquiry if needed.
For some customers, a simple social media response isn’t enough to satisfy their enquiry. Sometimes a customer would like the opportunity to follow up on their enquiry and take further action to escalate it. In these instances, it is imperative that you give them the opportunity to do so.
A follow up can be anything! From asking for the opportunity to make a purchase (in which case, use an obvious call to action. It’s the perfect way to encourage them to make a purchase.) All the way to wanting to speak to management to make a complaint. So using the appropriate tone in your response is very important.
In conclusion!
Digital Marketing is a fluid, adaptive skill. Being able to tinker with your formula and add a bit of a personal touch can be the difference between a good digital marketer and a bad one. If you apply these 3 tips in every enquiry you receive, then you’ll be sure to have a business that prides itself on providing excellent customer service!
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