Author - Gunjan Chandok

How to create a successful Instagram ad campaign?

person using smartphone

Today, 70% of internet buyers use Instagram to find new products.

Imagine if even 10% of them are able to discover your products through Instagram!

A good Instagram marketing strategy will help you do this. Additionally, it provides a slew of benefits like higher engagement, followers, and more!

A robust Instagram ad campaign plan is required to turn your ‘gram into a revenue-generating machine.

This article will teach you 5 ways to help you get started in creating a successful Instagram ad campaign

Also read : 5 tips to create a successful Instagram e-commerce marketing strategy

Tip 1-Have a look at your competitors.

Have you ever wondered what your Instagram competition is doing right?

If not, put on your detective hats and go to work.

Understanding what your competitors are up to could help you plan your content strategy!

If your competitors are producing more user-generated material, it could indicate their engagement rate is high.

You’ll know how to improve your Instagram Ads game if you spend time analyzing your competitors’ accounts.

Tip 2-Keep your eyes on the prize.

Do you want to broaden your audience? Is it your goal to increase lead generation?

The first step toward creating a successful e-commerce campaign is putting it down and planning your strategy.

create successful Instagram Ad Campaign
Image by Gerd Altmann from Pixabay
Tip 3-Use demography and targeting to your advantage.

Now that you have planned your strategy, if you don’t know who you’re selling to, you can’t promote your products or brand.

Complete your homework.

Determine who your target consumer is and what their interests are by conducting market research.

You can figure out who you’re posting for by establishing your target audience.

  • You can target people who have already interacted with your brand. Like, people who have visited your website.
  • Target users who are similar to your current clients with lookalike audiences.
  • Or, Retarget users who previously clicked on your ads but did not purchase.
use demography to target to Instagram target audience- Instagram ad campaign
Image by Elf-Moondance from Pixabay
Tip 4- Create material that draws people in.

Instagram is, all about content.

Once you have defined your audience, you must know how to engage them. Captivate your audience’s interest with engaging content.

If you want to get noticed, you must produce unique material.

Have a look at how the Indian D2C brand, MamaEarth has cracked its content.

With a compelling cause in mind: Mamaearth is known for its cruelty-free products.

This advertisement supports their belief by promoting the planting of more trees.

This appeals to the viewer’s emotional side, causing them to click on the CTA without hesitation.

The two sets of hashtags: one on the image that’s relevant to the campaign, and another set of hashtags in the caption aid in both finding and reaching their target audience.

Tip 5- It’s all about optimization.

Just creating content for your audience is not enough.

It is essential to track how your ads perform. And adjust them for better performance.

You can improve the efficacy of your Instagram ads by experimenting with different images, ad copy, and CTAs to see what works best for you.

Consider the latest ad by a D2C brand BoAt. An Indian consumer electronics company that sells earphones, headphones, and portable chargers.

BoAt has become the go-to place for electronics lovers, with over 697k Instagram followers.

This is their ad, which we adore!

As you see, they have used numbers on the image which guarantees the crucial metrics.

Numbers ensure more eyeballs on an advertisement, whether it’s a ‘10 minute‘ or ‘20 percent off.’

Closing Thoughts!

Advertising on Instagram has become a piece of cake, since Facebook and Instagram merged. Therefore, your Instagram ad campaign strategy should be fluid at all times.

Keeping things flexible and trying new ideas is the best approach to enhance your eCommerce sales.

Therefore, if you haven’t implemented the above, you’re missing out on giving your competitors an advantage.

With tools like Mezchip you can engage more with your customers on Instagram dm’s and posts.

Instagram’s shopping features are constantly changing.

To make sure you’re up to date on the latest news and tools follow Mezchip Blog.

5 tips for a successful Instagram eCommerce marketing strategy

close up of smart phone

“Engage, Enlighten, Encourage and especially…just be yourself! Social media is a community effort, everyone is an asset.”

Susan Cooper

Instagram has reached a milestone of 1 billion monthly active users.

500 million of these people are active Instagram followers and log onto the network every day.

As a result, the social media platform is at the forefront of social media marketing…

Instagram was purchased by Facebook for $1 billion in 2012. Since then, It has evolved into a large communication, marketing, and advertising platform.

It has now turned out to be a useful platform for eCommerce merchants, with a lot of promotion and conversion possibilities.

tips to create a successful instagram ecommerce marketing strategy
Image by Prodeep Ahmeed from Pixabay

Why be on Instagram?

In 2022, Instagram eCommerce is surely the way to go.

  • Your brand will be able to reach a larger audience if you use an excellent Instagram marketing plan.
  • Instagram e-commerce can help you produce quality leads.
  • It can help you to effectively develop a community of committed followers with whom you can share your products and solicit comments.

How will it be done?

All you have to do is use a sophisticated Instagram marketing approach to significantly increase sales for your online store.

While it’s possible to sell directly on Instagram and create eCommerce purchases.

It’s vital to make your followers feel unique and focus on building an engaged community. This is possible with lots of user-generated content.

By developing an aesthetic and exciting feed for your target audience, the social platform’s strength lies in generating more prospects for you at the top of the funnel.

Let’s look at 5 ways to leverage Instagram for eCommerce marketing.

1. Posting your products’ behind the scenes

Users feel emotionally attached as a follower when they get a behind-the-scenes look.

When you publish unique films and photographs from live events, your target audience feels closer to your brand.

Also read : How to engage your customers in 2022

2. Publish user-generated material

Do you want to build a brand that is friendly, down-to-earth, and human?

Then repost your customer’s posts, flaunting your wares.

Positive sentiment is generated by user-generated content, which provides people with a sample of how your products will look when they wear them.

According to an Iconosquare survey, 65% of customers would be gratified if a business liked their post. You’ll make them happy and feel valued by highlighting them.

Using a platform like Instafeed, you can even pull hashtags relating to your product and show them on their product page.

3. Hold a contest and give away unique coupons

Who doesn’t enjoy receiving gifts? Contests and giveaways are some of the most effective ways to grab prospects’ interest and propel them down your sales funnel.

Contests and freebies on social media can help your company gain traction.

41% of Instagram users follow brands just for the benefits and prizes.

Simply told, Instagram is an excellent way for your business to show appreciation for its customers and increase conversions.

Visually announce your offers with eye-catching images and clear text overlays.

Also read: How to use direct messages to drive customer engagement

mamaearth instagram ecommerce marketing strategy
https://www.instagram.com/p/CbH3TF8gjfa/?utm_source=ig_web_copy_link

4. Collaborate with influencers

Influencer marketing is another great way to win the confidence of your target audience.

Instagram influencers have already put in the effort to establish a rapport with their followers and earn their trust.

When influencers endorse things, their followers are more likely to purchase them.

People will buy your products if they recommend them.

Sponsored posts are also an option to quickly reach a larger audience.

You may also combine influencer marketing with advertising, as Instagram now permits sponsored video ads, where posts can be run as ads/commercials.

5. Run advertisements

If you don’t want to go through the whole process of developing a community and earning trust, and you are eager to scale the process rapidly.

You should experiment with advertisements.

  • either retarget folks with whom you’ve previously established a relationship
  • or reach out to a cold audience.

For the best results, combine Instagram story advertisements and in-feed ads.

Also, use more video material in your commercials because as per studies 31% of individuals who view video ads end up purchasing something.

Closing Thoughts!

Your Instagram eCommerce strategy should be fluid at all times.

Keeping things flexible and trying new ideas is the best approach to enhance your eCommerce sales.

If you haven’t taken use of the amazing opportunity that Instagram is offering for eCommerce at present, you’re missing out and giving your competitors an advantage.

To make sales on Instagram, you don’t need a large budget.

Instagram’s shopping features are constantly changing, so make sure you’re up to date on the latest news and tools to maximize your success.

OmniChannel vs MultiChannel Customer Communications: The difference explained

close up photography of smartphone icons

The terms omnichannel and multichannel are frequently used in the business and marketing worlds, but what is the difference between them? After all, both entail communicating with clients through multiple channels, right?

While the latter sentence is correct, there are several important distinctions between the two concepts. In the end, marketing and client engagement are two quite different tactics. Read on to learn more about the omnichannel vs. multichannel debate, as well as the fundamental differences between the two and which is better for your company.

Concepts explained: Omnichannel vs multichannel

You can’t comprehend what omnichannel and multichannel mean unless you first understand what channel means. Simply put, a channel is how a company or brand communicates with its customers and target market.

 You might have two types of channels when it comes to the notions of omnichannel and multichannel:

  • marketing channels
  • consumer interaction channels.

The media via which a brand raises awareness and promotes its product or service are known as marketing channels. A website, a physical store, a billboard, or even the product packaging utilized can all be considered channels.

When it comes to customer interactions, customers can contact a company through a variety of channels, that can extend to social media, email, live chat, and phone calls.

What does it mean to be multichannel?

The use of more than one channel to market and transmit information about a brand is referred to as multichannel marketing. These many channels do not communicate with one another. A billboard, for example, is not directly linked to a company’s website; they are two distinct channels used to raise brand awareness. Similarly using more than one channel to communicate with customers is referred to as multichannel communications. Like sending order updates via email, resolving queries on social media dm, and giving support on calls.

What does it mean to be omnichannel?

The utilization of many channels to connect with customers is sometimes referred to as omnichannel. However, in this scenario, the various channels are combined to provide the customer with a smooth experience. In other words, a client can pick up where they left off on one channel and seamlessly continue on another.

A customer, for example, initiates a live chat conversation with a contact support agent. The contact is escalated to a video chat or over email to effectively address the specific issue. The consumer does not have to repeat the information supplied in the live chat when switching to the video chat or email channel because the two channels are connected.

What are the major distinctions between omnichannel and multichannel communications?

When comparing omnichannel and multichannel, there are three key distinctions to keep in mind. These are all focused on the goals and objectives of the various techniques.

1) Customer engagement vs customer experience

One of the most significant distinctions between the two is that multichannel communication focuses on increasing customer engagement, whereas omnichannel communications focus on improving customer experience.

The goal of multichannel is to throw as wide a net as possible to make as many people aware of a company as possible.

The goal of omnichannel is to provide a consistent customer experience for customers who are already aware of and interested in a company.

2) Customer-centric vs. channel-centric

Let’s look at this distinction in perspective.
Take, for example, social media. The goal of a multichannel strategy is to increase the number of followers, comments, likes, and shares on your social media pages and posts, as these metrics indicate that more people are interested in your business.
 
An omnichannel strategy, on the other hand, will place a greater emphasis on ensuring clients can seamlessly transition from your social network page to your website. When consumers click on a Facebook ad, for example, they are directed to the related product page on your website, resulting in a better and more seamless customer experience.

Another significant distinction between omnichannel and multichannel is that multichannel is concerned with channels, while omnichannel is concerned with customers.

The goal of multichannel is to increase the number of channels via which a brand may be promoted. Customers can pick how they wish to interact with a company with multiple channels. The more the number of channels available, the greater the customer’s options.

The customer, not the channel, is the focal point of omnichannel. The goal is to provide a seamless experience when the client moves from one channel to another, removing friction as they travel between different touchpoints. It is preferable to have fewer interconnected channels than to have many disconnected channels.

3) Quantity vs. Quality?

The quantity of contact channels employed vs. the quality of support provided through those channels is the final distinction between the two.

Multichannel, as previously said, is all about increasing the number of channels available. The greater the number of channels available, the better. It expands a company’s reach and gives customers the option of how they want to interact with it. However, little effort is made to connect the channels, which means clients must restart from the beginning when switching from one to the other, potentially lowering the quality of help received.

The level of service provided by a company’s channels is what omnichannel is all about. Consumers can use any channel accessible to them and be certain that the level of help they receive will be the same.

There is a significant distinction to be made here between the quality of support and the type of support. An omnichannel strategy does not imply that each channel provides the same level of customer service. A basic question can be answered via live online chat, but issues with modifying a shopping cart will necessitate a more visual level of support provided via video chat or co-browsing.‍

The integration of all available channels ensures a high level of quality. In contrast to a multichannel strategy, an omnichannel strategy allows customers to switch engagements from one channel to another without having to start over.

Both omnichannel customer care and multi-channel support assist multiple channels, but they are not the same. Every different customer care channel is covered by omnichannel customer service.

Every customer care channel is associated with omnichannel customer service. Agents can communicate information about their interactions across channels, creating a seamless experience for both the service provider and the user. Mezchip is one such omnichannel platform that integrates all your support channels to provide a single integrated and seamless communication flow for your customers and your agents.

Since multi-channel support does not contain related channels, it provides less information on how customers have previously dealt with your assistance. Customers may experience longer wait times and churn as a result of your support workers’ continuous requests for customer information.

Have a look at what the transformation of your system will look like with Mezchip omnichannel solution.

Remember, if this all sounds a little too technical, we may offer hands-on assistance. Schedule a demo or Sign up for a Free Trial.

How to engage your customers in 2022-Trends to watch out for!

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“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

For years, marketers have followed a slogan that many believed would always be true: content is king. There’s no questioning the value of strong content as a crucial component of your marketing mix – without it, your target audience won’t have the information they need to make an informed purchase decision.

Marketers who understand the value of the customer experience have altered gears to create a CX-centric marketing approach. However, like with any marketing approach, ongoing analysis, adjustment, and adaptability to changes in customer behavior are required. That’s why, from one year to the next, customer experience trends have altered. Keeping up with (and surpassing) the latest CX trends is critical to assuring long-term success and capturing a larger part of the target market.

Image source: Pixabay

Take a look at the customer service trends we’re seeing emerge between now and 2022. How many of these do you use in your own CX strategy?

1. The consumer experience across all channels

Providing outstanding CX entails designing the buyer experience to tell a clear, concise story that represents your business and allows the buyer to easily transition from one touchpoint to the next. An omnichannel customer experience facilitates contact via several channels at the same time, whereas a normal marketing mix may allow for several channels of consumer engagement at various times during the buyer journey.

This means that a customer can communicate with a brand via any channel, including text, email, social media platforms, messaging, and others, without experiencing an interruption in service quality. This helps to unify the customer journey by allowing for a smooth engagement at every stage.

2. Customer service with advanced AI

Chatbots have been around for a long time, but they are smarter than ever in 2022, and they frequently provide exceptional customer service and assistance. Like chatbots, virtual assistants give an interactive voice for clients seeking assistance. In reality, many customers, particularly millennials, have stated that they are more satisfied with the engagement, information, and support provided by chatbots and virtual assistants than with human customer service.

Adding a chatbot or virtual assistant to your website allows you to deliver real-time customer service, and the advanced AI allows for intelligent assistance with minimal error.

Click to read more can chatbots improve a customer’s shopping experience?

3. Virtual reality and augmented reality

Marketers may now include virtual reality and augmented reality into their marketing mix to deliver a more engaging and memorable customer experience thanks to today’s cutting-edge technology. A brand can set itself apart from competitors in the business by delivering an immersive experience. Of course, VR and AR have several applications, but they are particularly useful in the furniture, kitchen and bath, and living industries.

AR apps help consumers to better picture how things will appear, making the buying process both more fun and influential. When combined with high-resolution photographs and video, the possibilities for creating an unforgettable consumer experience are endless.

4. Interactive selling aids

Interactive sales tools, like embedded quizzes or price measurement tools, are said to help a company stand out from the competition and turn potential buyers into loyal customers by over 90% of marketers. Interactive sales tools are most effective near the end of the sales funnel, but they can be used at any time as long as they’re well-aligned with other marketing materials.

5. Individualized encounters

Making CX as individualized as possible for your customers is one method to truly improve it. One-size-fits-all marketing is an out-of-date approach that is unlikely to yield positive outcomes. Today, there are a plethora of easy technologies that can be used to provide a personalized experience for customers in a variety of ways, from recommending new products based on previous purchases to sending targeted email marketing. Even websites can be customized to display personalized content when a particular customer returns. Read further on How to achieve a personalized customer experience for your online store?

6. Data protection

It seems like we learn about another company’s data breach every day, with hackers stealing the sensitive information of thousands of customers. Such an occurrence might quickly cause a customer to lose faith in a company. As a result, several companies have increased their cybersecurity efforts and improved data privacy for their customers. Having a solid cybersecurity plan in place demonstrates to new and current customers that your company is serious about keeping client data private and secure, as well as increasing brand trust.

Today’s CX pioneers understand that offering an exceptional customer experience at every stage of the buying journey is critical. While new trends emerge and others fade away in the coming years, the ultimate goal remains the same: always keep the customer in mind. This may require focusing more on the customer than on earnings at times, but your customers will notice, and profits will flow just as smoothly as before.

As you can see from the trends above, a mix of modern and old school tactics can be combined to give outstanding CX – from advanced technology to provide immersive experiences to just chatting to your customers and making them feel valued.

Image: Pixabay

While all of these trends are now very beneficial, understanding the consumer is an important component of being able to put all of the aforementioned methods into practice for maximum possible value.

You can provide a better experience to your target audience if you have a deeper grasp of who they are.

This is a trend that is certain to continue, and those that can learn from the data they collect will be able to perfect the customer experience and secure a larger piece of the market.

How to handle social media comments for e-commerce business

customer service on social media

“When you assume negative intent, you’re angry. If you take away that anger and assume positive intent, you will be amazed.”

Indra Nooyi

Today, social media is one of the most significant avenues for customer service.

However, some e-commerce businesses are wary of devoting too much time to social media customer support.

If spending time on social media comments is a bad idea, I would encourage you to think about it again.

Why do customers use social media channels to communicate?

The most successful e-commerce companies, come as close to their customers as possible.

They pay attention to their customer’s comments and input and establish lines of communication on their terms.

Image: https://pixabay.com/photos/smileys-customer-satisfaction-review-5617876/

Customers give significant comments on your social media posts and advertisements for the following reasons:

  • It aligns with their user flow. Customers don’t want to leave their favorite social networking platform to contact you elsewhere.
  • So many e-commerce firms thrive on social media customer care. Consumers expect brands to respond to their comments.
  • Customers want to feel as if they have direct contact with your company. This extends beyond simply receiving a response.
  • Customers want to know that their voices are being heard. That they are being seen by your company. They want to know that you provide actual customer service rather than simply basic assistance.

A staggering 83 percent of global customers demand a response time of fewer than 24 hours.

It’s all about engaging and interacting with your audience on social media.

This means that you respond to your customer’s social media comments even if they aren’t always the kindest.

Knowing how to communicate with customers as a company can be difficult.

Therefore, we’ve put up this guide on the types of social media comments you’ll encounter and how to reply to them.

Let’s get started!

Types of social media comments

We’ll go over four different types of social media comments, each of which requires a different strategy.

1. Positive feedback or comments

When someone positively responds to one of your posts or mentions your company, you should always thank them for their time and recognize the comment.

2. Unfavorable remarks

Not every comment is a glowing endorsement or a disgruntled consumer.

Some are neutral, such as when a user asks a question, comments on a product, post, or photo, or even tag a buddy in the comments.

3. Negative feedback

Resolving issues such as order or product issues can help turn a negative comment into a repeat customer.

Comments with an angry tone, general criticism or questions of your company’s behaviour, or communications directed at specific persons are examples of this.

4. Remarks concerning a crisis

A crisis for social media teams could be a significant worldwide issue that affects customers, or it could be a period when your company is suffering public relations or legal repercussions.

Creating the ideal customer care response on social media

Customer service representatives and social media managers can’t anticipate every scenario. Social media comments can catch you off guard at times.

Image Source: https://pixabay.com/images/id-5187243/

Follow these steps every time you want to provide outstanding social media customer care.

1. Take the time to completely comprehend the situation.

While it’s necessary to answer promptly, you don’t want to respond too quickly. If you respond too quickly, you may overlook a vital detail.

2. Prepare an answer

You can start crafting your response once you’re certain you have all of the contextual information you need. Make certain you cover the following crucial points:

  • Questions about the product:
    • Clarify your response to the inquiry.
    • Back up your response with real, detailed product facts and specifics.
  • Positive feedback:
    • Thank the consumer in a way that is consistent with your brand’s tone.
    • If it’s a good fit for your product, ask them to keep you updated on the progress.
    • If they have any queries, let them know you’re here to help.
  • Negative feedback:
    • Demonstrate empathy for the customer.
    • Accept their criticism with maturity (as opposed to disagreeing with them or attempting to silence them)
    • Discuss a possible solution.
    • Customers should be sent to your helpdesk, knowledge base, or customer care staff (as appropriate)
    • Before reacting to a sensitive subject, seek approval from management.

When companies reply too quickly to provocative comments, they might find themselves in hot water.

If the topic is about sustainability, equity, diversity, and inclusion, or the founders’ political beliefs or actions, you may need to run your response past your PR or communications team.

  • Respond to the comment and, if necessary, create a ticket via Mezchip

Leave a remark once you’ve received the appropriate response. Remember to tag the person to whom you’re responding.

3. Ensure that customer service follows up on the issue until it is resolved.

You won’t have to remember to check if the person responded if you have a ticket open in your helpdesk.

Instead, you’ll be able to see the open ticket and then proceed to the article or ad with the comment thread by clicking through.

You can use omnichannel tools like mezchip to get all your queries from your social media pages and follow up on tickets.

If the issue is critical (the client wants a return or hasn’t received their stuff in the mail), post a second comment and tag them to ensure they read your response.

You’ll acquire new customers if you follow these social media customer service principles.

If you follow these social media customer service principles, you’ll win new admirers while strengthening your existing relationships.

5 habits of a customer service oriented company

Customer service should not be a department. It should be the entire company.

Tony Hsieh

Regardless of whether it talks directly to customers or not, every department in an organization provides customer care in some way.

If something goes wrong with a customer’s order, customer support staff goes straight to the processing department to fix the problem so that the consumer is satisfied.

It would significantly take a longer time to resolve queries if the processing department was not as motivated as the customer care team.

Disgruntled and angry customers aren’t favorable for an organization’s growth.

It takes time to build a company’s reputation in customer service.

To make it a reality, you need the right people, tools, and processes.

Investing in an affordable omnichannel tool like mezchip right from your early days that enables a customer service-oriented culture, pays off.

According to Forbes, customer-centric businesses are 60% more lucrative as compared to non-customer-centric businesses

As the bar continues to rise, more businesses are attempting to define what it means to be a customer service-oriented organization. Obvious questions to be sought to be answered are:

  • Is your company actually focused on providing excellent customer service?
  • How can you improve your customer service experience?
  • What does it mean to run an organisation that prioritises customer service?

Simply said, customer service-oriented organizations:

  • prioritise their customers
  • recognise and consider the influence of every action they take on their customers,
  • design teams and processes to deliver unique experiences for their customers

In other words, customers’ wants and desired experiences are accommodated by customer-oriented enterprises. Customers are cherished, listened to, and respected when they work with them.

Photo by Clay Banks on Unsplash

In this post, we will take a look at what it means to be a customer service-oriented company and offer five tips for turning your business into one.

There are six phases in developing a customer service-oriented business.

Develop a customer-centric service culture within the company

The first step in establishing a customer-focused business is to prioritize customers.

Create a set of values across support and product teams that will motivate you to always put customers first.

By continually keeping the consumer in mind, you’ll be able to spot problems early on and enhance the product and customer experience.

Photo by kikashi on freeimages

Many companies miss the mark here. They make judgments focused on what will benefit their company rather than what would benefit the customer.

Of course, there are occasions when this is the proper thing to do, but customer-focused businesses recognize the trade-offs and strive to make decisions that benefit their customers.

They recognize that putting the customer first benefits the company as well.

Value Points:

  • Create a set of customer service values and promote them throughout the organization.
  • Invite other departments to shadow the support team or perform all-hands support.
  • Customer satisfaction should be measured and shared with the entire organization regularly.

Look after your staff

Taking care of your clients begins with treating your personnel well. That’s right:

Satisfied Staff Lead To Satisfied Customers.

Allowing your staff to do their best work will keep them motivated to create a customer-centric culture.

Photo by Annie Spratt on Unsplash

The interview and onboarding procedure are the foundations of a positive employment experience. It’s just as important to onboard a new employee as it is to onboard a new consumer.

Create a plan for their first four weeks, then revise and enhance it as you discover what works and what doesn’t.

Next, work to eliminate points of friction and annoyance in the employee experience. Giving your employees freedom to act will enable them to deliver creative solutions in critical situations.

Value Points:

  • Create a transparent and safe working atmosphere in which your staff are motivated to collaborate and produce their best job.
  • Request input from employees regularly, and use the information to improve the employee experience.
  • When it comes to onboarding new employees, be thorough and deliberate. Make a plan to demonstrate to each new hire that you care about their happiness.
  • Create an internal knowledge base or an agent help bot to provide new employees with the materials they need.
  • Give employees freedom to act and ability to enjoy their work

Offer help on all customer-favored channels

Omni-channel support empowers your customers to connect with you using their favored channel.

While for some that could be mail, and for others that may be social media DMS or Whatsapp.

Ask your customers what their ideal experience is with regards to drawing in with your organization.

At that point, work to oblige them and live up to those assumptions.

Use an omnichannel customer support tool like mezchip to connect and engage with your customers in their preferred mode of communication channel.

Whether or not you choose to go omnichannel, you can unquestionably guarantee you’re focusing on the right channels that are best for your customers.

Value Points

  • Ask your customers how they like to contact you for help.
  • Make it simple to contact your support group. Eliminate any grinding or obstacles with regard to contacting your group.
  • Use an omnichannel support tool like mezchip to make better and faster communications

Photo by: clipart max

Be open with your customers

Transparency fosters trust, which in turn fosters customer loyalty.

Whenever possible, use a transparent communication style.

If you manage a software company and are experiencing a service outage, interact with your customers in real-time. Let your customers know if your developers accidentally introduced an issue with a product update.

Instead of leaving customers in the dark about service and feature demands, keep them informed.

Notify the customer as soon as possible if you are going to miss a deadline.

Transparency and proactively addressing faults will aid in the improvement of internal processes and the establishment of customer trust.

Photo by:subpng.com

Value Points:

  • Provide easy access to information.
  • Make an environment where it’s acceptable to be open and honest.
  • Recognize and correct your errors.

Invest in technology to improve customer service

Technology can make jobs easier and, ultimately, improve customer service. This is true whether you’re a technology company or not. Today, every business relies on technology.

Technology can improve the customer experience, regardless of whether you’re a technology company or not. In the 21st century, all businesses rely on technology to help them do their jobs.

Investing in technology can help businesses offer better customer service. This is true regardless of whether your company is in the technology industry.

Photo by: www.consultancy.eu

 Value Points:

  • Implement the right helpdesk tool like mezchip, to get a 360-degree perspective on your customers, their buy history, earlier discussions, shipment history, and updates.
  • Collaborate with team members of sales and support to provide up-to-date customer support and experience.
  • Enable your customers to help themselves through help docs, faqs, and other self-improvement assets.

Conclusion

A customer-centric culture is driven when employees, support staff, and processing staff all work in collaboration as well as independently.

Businesses that focus on customer service have a great support staff. Customer service excellence is ingrained in the company’s DNA. Customer centricity is injected into every aspect of a customer service-focused business, from engineering to marketing to design.

While there is no one size fits all solution to develop a customer-centric culture for all businesses. Any business that consistently attempts to develop by adhering to these five cultural habits, will notice a significant difference in its employees and customer experience.

How Can Small Businesses Provide Great Customer Service

A great idea, seed capital, and some human resource on the job is not sufficient to get a new business going.

Right from the initial stage, great customer service helps in building a solid base for further growth and development of a business.

“Do what you do so well that they will want to see it again and bring their friends.”

— Walt Disney

There is a thin line of difference between a good company and a great company. Customers feel more valued and regarded when associated with a great company.

Irrespective of the size and scale of the company, customer service occupies the topmost position in the list of company objectives.

“You’ll never have a product or price advantage again. They can be too easily duplicated. But a strong customer service culture cannot be copied.” — Jerry Fritz

Understanding Customer Service

It is the support provided by a business to its customers prior to and post-purchase of products or services.

It also includes keeping a track of the usage and experience of the customers during an entire customer’s buying cycle.

Customer retention is a primary objective. And an improved image of the brand comes as an added bonus.

These days customer service is not just limited to the traditional telephone support model rather it has now evolved to providing support and engaging customers across channels like:

  • Email
  • Live Chat
  • Text messaging
  • Social media, and
  • Self-service support, where customers can get answers on their own, irrespective of the time of the day.

So How Can Small Businesses Provide Great Customer Service?

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Customers can build their perceptions within seconds about a business. Particularly, when it comes to small businesses, creating the first impression is important.

Using the magic words, “Please” and “Thank You” goes a long way in earning customer trust, loyalty and appreciation.

A “can-do attitude” helps businesses become more dependable and worthy of customer trust.

It builds certainty with customers and reinstates their decision to buy products of the brand.

Phrases such as “I don’t know,” “I can’t,” and “You have to…” reflect complacency and a laid-back approach signaling a negative attitude.

Such phrases are unhelpful and act as triggers for already frustrated customers.

Adding a personal touch by giving calls to the customers goes a long way in staying connected with the customers.

Although in today’s fast-paced era, short personalized emails can be helpful instead of overloaded and lengthy emails.

Following up and maintaining contact with clients helps customers realize their value and highlight the importance of customer experience for the business.

Impact of a Great Customer Service

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Running a small business invites competition from bigger & better market players. Small businesses have a smaller bunch of customers to manage which in turn gives the chance to impress and retain the customers for longer periods.

Lasting impressions are embedded in customers. These impressions get transferred to their acquaintances via word of mouth leading to new customer acquisitions.

Great Customer Service has the following 5 advantages for small businesses:

1. Escalating trend of sales.

Managing an existing set of customers might land a business in a laid-back position, thus, finding new customers has to be a priority.

Customer service helps in increasing sales since not only the existing customers but also the prospective ones have questions to ask.

As per recent reports, 52% of customers are willing to abandon online purchases if they don’t find the information they’re seeking.

2. Retaining customers.

As per an oft-quoted statistic, acquiring customers costs 6–7 times more than retaining your existing ones.

Keeping in mind the time availability and resources with a small business, satisfying customers becomes more critical in running and operating a small business.

As per a report by the U.S. Small Business Administration, 68% of customers tend to leave since they were upset with the treatment they’ve received.

Hence, swift and considerate service for the customers goes a long way in earning their loyalty.

3. Discovering opportunities for cross-selling and upselling

With the advent of advanced systems such as Customer Relationship Management (CRM) and platforms like Mezchip, everyone in the company are aware of the customers.

  • Support agents have access to order histories, open opportunities, and shipping status.
  • Salespeople are aware when a customer requires assistance

4. Improvising the products and services being offered

The support team serves as an important link to the external business environment as they establish a connection on a real-time basis.

The inputs derived from their interaction with the customers serve as important leads for improving the quality of service delivery and products being offered.

5. Make better business decisions.

Customer service tools have multiple uses.

Apart from providing service to the customers, they contribute to the virtual improvement of various business aspects.

That includes customer satisfaction scores and performance of the agents which further aids in taking better and improved decisions for the business.

For a majority of people, good customer service is an expectation, customers need their queries to be answered and issues resolved but that’s not sufficient to stand out from others in the competition.

So how do you stand out?

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The answer lies in transforming good customer service into a Great one!! Small businesses do not require a big budget or a big team to do that, just some brainstorming, the right tools, and an empathetic thoughtful attitude towards their customers.

Looking for ways to manage your customer support better and stand out from others? Book a demo at mezchip to let us help you better!!