What is inbound customer service?
Inbound customer service is all about the experience a client has when they reach out to you for help. Whether it’s via phone, email, or live chat, your goal should be to resolve their issue as quickly and efficiently as possible. In many cases, this will require going above and beyond what’s expected – going the extra mile to ensure that they’re happy with the outcome.
Inbound customer service is an essential part of any business, and it can be the difference between a satisfied customer and a dissatisfied one. By taking the time to provide superior inbound service, you’ll not only win over customers, but you’ll also build loyalty and goodwill.
In this post, we’ll take a closer look at what inbound customer is, and how to get it right.
What is an inbound customer service, and how does it differ from traditional/outbound customer service?
Outbound customer support is the more traditional approach of pushing products and services out to customers without much thought for customer feedback or engagement. In other words, it’s product-centric rather than customer-centric.
In contrast, inbound customer support refers to the kind of service an existing client or prospect receives when they contact you for assistance or information. More than just being a chance to answer their query, inbound customer support can also become an opportunity to proactively build relationships with customers.
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Best practices and tips for offering excellent inbound customer service:
Quality inbound customer service is all about providing a great experience for your customers from the very first moment they contact you. There are a few key things you can do to make sure your inbound customer service is top-notch:
- Make sure that your customer service team is trained in providing excellent customer service by being patient, empathetic and helpful, even when dealing with difficult customers. Your reps must also thoroughly understand and be knowledgeable about your product or service in order to answer customer questions accurately and effectively.
- Ensure that your inbound system works well and seamlessly, whether it’s help-desk software or a dedicated email address geared specifically to customer service enquiries.
- Be responsive – Customers expect fast answers these days, so make sure you’re responsive to their inquiries. If you don’t have an answer immediately, let them know that you’re working on it and give them a timeline for when they can expect a response.
- Be personal – Customers appreciate being treated like human beings, not just numbers. Take the time to get to know your customers and build relationships with them. This will pay off in terms of repeat business and loyalty down the road.
- Be empathetic – Put yourself in your customers’ shoes and try to see things from their perspective. This will help you better understand their needs and how you can help them solve their problems quickly and effectively.
- Be helpful – Always go above and beyond to help your customers solve their problems. Even if it doesn’t directly relate to your product or service, go out of your way to be helpful, nonetheless. This will create a positive impression of your brand that will last long after the initial interaction is over.
- Set up a robust knowledge base that your team can use access quickly and easily to resolve customer issues. This knowledge base should be easy to search and must be continuously updated with your latest data.
- Monitor all inbound customer interactions and use feedback to continuously improve the customer experience. Customer Satisfaction Surveys are a great tool for this.
- Create interesting and engaging content that demonstrates your expertise in solving customer problems. This could be anything from an interesting blog post about common customer service issues, to an infographic that shows how your product and/or service can save customers time and money.
- Promote your inbound customer service options to your customers. Make it clear that you are looking forward to interacting with them!
Remember, inbound customer service is all about creating a positive experience for the customer. It’s crucial that your inbound customer interactions are timely, accurate, and genuinely helpful. It should be very easy for your customers to contact you, and you should provide numerous channels for doing so.
By being proactive, transparent, helpful, responsive, and human, you can make sure your inbound customer service delights your clients, and turns them into brand ambassadors.
In today’s competitive marketplace, businesses need to provide exceptional customer service in order to retain loyal customers and stay ahead of the competition. By following the best practices outlined above, you can begin providing brilliant inbound customer service that will set your business apart from the rest.
Ready to start providing a great inbound customer service, but aren’t sure you can do it effectively on your own? Our skilled team is there to help get you started! Digital Customer Care Company has years of experience in implementing world-class inbound customer service for businesses of all sizes, in multiple regions and languages. Reach out today.