Subscription Box Companies: Do you have what it takes to provide customers with good customer service?
By Caroline Saban, Assistant Business Development Specialist, Argo Contact Centers
With the subscription box industry booming, there’s no shortage of competition and it is vital that you stand out from the crowd with not only your product but also with the customer service you provide your customers.
Poor customer service can spell disaster for any brand but even more so for a subscription-based company who relies on customer loyalty and a high retention rate in order to be successful and continually grow. When customers receive poor service, they are more apt to switch to one of the company’s competitors and share negative comments about the company with others.
On the other hand, good customer service drives retention, creates brand loyalty, builds customer trust with your brand, and is one of the most important elements of the overall customer experience you provide.
So, what are some of the starting points to ensure your customer service is good customer service? Below, you will find a list of a few key areas that your customers (and your company) will thank you for implementing.
1. Ease of ability to communicate with the company
Do you remember the last time you tried to call your cable company or an airline? Historically, these types of calls include long wait times, transfers to multiple departments, long hold times, and everything else that’s aggravating to a customer when all you want are answers. Now, imagine your customers experiencing this with your company. Not a pretty picture. Communication with your brand should be simple, easy, and convenient. A customer should be able to contact you at anytime and receive service from your brand. Whether your customers are communicating with you by phone, email, chat, or through social media, they should be able to get the answers they need quickly and with no hoops to jump through.
2. Multiple touch points and communication channels
Providing multi-channel support allows for your customers to choose the most comfortable option for them to communicate with you. Some rather type up an email and others would rather talk with you on a call. The ability to choose how to communicate, whether it’s via phone, email, chat, SMS/text, and social media, positively boosts your customers’ view and opinion of your brand, therefore increasing brand loyalty and reducing subscription churn.
3. Consistent and seamless support
It’s important to provide multi-channel support but is even more important to provide omni-channel support. Omni-channel support is taking the multi-channel services and integrating them to provide a seamless transition to each channel in order to provide a consistent, seamless customer experience. No matter where, when, or how your customers reach out, they receive exemplary customer service when your support is omni-channel.
Your customers won’t think of the multi-channel options as separate. For example, if you are talking with someone by text or email and then give him or her a call, you are able to continue the same conversation and not have to start all over again. That’s the same experience that your customers expect to have with your brand. Make sure you provide it.
4. Treated like an individual, not an account number
Your customers know your brand and you should treat your customers like you know them. It is vital to build rapport with your customers, really take the time to communicate with them, listen to why they are contacting you, and provide the answers they are looking for. Show that you care and that they aren’t a faceless account. By putting in the effort to build a relationship with each customer, you are adding value to your brand and creating customers who trust your brand and are loyal.
When you provide omni-channel, friendly, efficient, and informative support, your customers are satisfied, happy, and loyal customers. You can’t underestimate the importance of customer service and it’s use as a tool for your customers to build real relationships with your brand through these interactions.