{"id":100456,"date":"2016-04-19T16:00:19","date_gmt":"2016-04-19T16:00:19","guid":{"rendered":"https:\/\/www.bluehost.com\/blog\/better-customer-service-means-better-conversions\/"},"modified":"2025-03-17T12:21:15","modified_gmt":"2025-03-17T12:21:15","slug":"better-customer-service-means-better-conversions","status":"publish","type":"post","link":"https:\/\/www.bluehost.com\/blog\/en-in\/better-customer-service-means-better-conversions\/","title":{"rendered":"Better Customer Service Means Better Conversions"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Delivering superior customer service is crucial for every brand, but especially for small businesses and new ventures just entering the market. You can have the highest-quality professional service or the best-fitting hiking shoe, but if you don&#8217;t have a knowledgeable, consumer-focused support team, you shouldn&#8217;t expect to thrive in a competitive marketplace. <\/span><br \/>\n<span style=\"font-weight: 400;\">People won&#8217;t remember how comfortable those shoes are if they can&#8217;t get a straight answer from the customer service rep about how to return the footwear for a different size, but they <\/span><i><span style=\"font-weight: 400;\">will <\/span><\/i><span style=\"font-weight: 400;\">share<\/span> <span style=\"font-weight: 400;\">about how bad the customer rep experience was. And these days that means telling not just friends and family, but all their social media followers\u2014which could amount to thousands or tens of thousands of people. <\/span><br \/>\n<span style=\"font-weight: 400;\">Customer service is more complex than knowing what to say when a customer (or potential customer) contacts the help line. Service center employees must consider perception, opinion, cultural influences, and emotions. Responsive representatives know what to say, how to say it, and when to turn the conversation over to higher-up management.<\/span><\/p>\n<h4><b>How Can Better Customer Service Improve Conversion Rates?<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Two words: pursue excellence. Recognize that every contact, positive and negative, is an opportunity to build relationships. Studies suggest that 25% of all <\/span><a href=\"http:\/\/blog.hubspot.com\/sales\/tailor-customer-service-based-on-personality-type\"><span style=\"font-weight: 400;\">customers are considering leaving<\/span><\/a><span style=\"font-weight: 400;\"> their current brand for another company. In an article written for HubSpot, Tony Alessandra says that all encounters fall into one of three basic categories: Moments of Magic (highly-positive), Moments of Misery (frustrating, annoying and irritating), and Moments of Mediocrity (average, neither positive or negative).<\/span><br \/>\n<span style=\"font-weight: 400;\">Improving conversion rates simply means increasing the percentage of potential customers who take a specific action that benefits you, the most basic of which is to make a sale. And you can do this by making sure that your team shoots for Moments of Magic every time, with the primary goal being to make callers happy that they contacted your firm with an inquiry or problem. Even complaints should be embraced as opportunities to build better relationships and generate new sales. <\/span><\/p>\n<h4><b>3 Tips to Improve Customer Service Now<\/b><\/h4>\n<ul>\n<li><b><b>Make it easy for everyone to reach your brand.<\/b><span style=\"font-weight: 400;\"> Build a website that is attractive and functional and partner with a web hosting service that has near perfect uptime ratings. Optimize your platform for mobile consumers so that you rank high in the search. Provide multiple contact methods, one-click online inquiry, live interactive Periscope Q&amp;A events, telephone numbers, mailing address, and social media and blog comment capabilities.<\/span><\/b><\/li>\n<\/ul>\n<ul>\n<li><b>Be responsive. <\/b><span style=\"font-weight: 400;\">Making it easy to reach out to your brand is only half of the recipe for success. Your small business customers expect a timely response, so monitor your social media platforms and respond to comments as quickly as possible. Utilize alerts so your team receives a text or email every time a comment posts on social media or an online inquiry hits the inbox. Survey your customers after each service encounter to find out if you are creating \u201cmagic moments\u201d or you are merely frustrating them.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Train, equip and support your team. <\/b><span style=\"font-weight: 400;\">Consumers don&#8217;t want a robotic, overly-scripted agent on the phone when they have a question or complaint, and nor do they want someone whose go-to answer is \u201cI don\u2019t know.\u201d You must train your staff to respond to your customers with empathy and understanding. Using the caller&#8217;s name creates a personal connection, avoiding negative words promotes positive expectations, and reassuring the caller that they will get to the bottom of the issue ensures satisfaction (and relief!). <span data-teams=\"true\">And if you have international or multilingual customers, make sure you have an over-the-phone interpretation service so your staff can easily support other languages without turning people away.<\/span><\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Knowledgeable representatives know industry-specific terminology <\/span><i><span style=\"font-weight: 400;\">and <\/span><\/i><span style=\"font-weight: 400;\">know how to figure out what the caller is describing even if he isn\u2019t aware of the proper term for \u201cthat little bracket thingy that fell off.\u201d Well-trained employees better serve and educate consumers about how to use your products, and well-informed consumers make better buying decisions, which leads to brand advocates and repeat sales.<\/span><\/p>\n<h4><b>Know What Customers Expect From You<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">This list from Forbes of <\/span><a href=\"http:\/\/www.forbes.com\/sites\/micahsolomon\/2014\/08\/08\/10-trending-changes-in-customers-and-customer-service-expectations\/#7a65f1234e53\"><span style=\"font-weight: 400;\">ten things customers expect<\/span><\/a><span style=\"font-weight: 400;\"> (like money-back guarantees on everything, no shipping or hidden fees, and omnichannel integration) highlights the importance of getting customer service right\u2014every time. If you want to build a better reputation and boost conversion rates, follow the example of e-tailers that excel in customer service, like Amazon. <\/span><br \/>\n<span style=\"font-weight: 400;\">Yes, Amazon is an online retail giant now, but they didn\u2019t start out that way and without top-notch customer service (among other things) they never would have realized such success. Amazon offers free shipping (standard or with Prime Service, which is an add-on revenue stream) and a variety of affordable paid shipping services. They work hard to make sure their content is accurate and error free, and they guarantee returns. Incorporate these essentials into your customer service plan and, if possible, take it up a notch by offering extended call center hours and bilingual support staff.<\/span><\/p>\n<h4><b>Reaping the Benefits<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">The Internet empowers consumers to voice their approval (or disapproval) for the brands they encounter every day. When you pursue excellence in customer service, you position yourself to excel in the marketplace. Engage your audience on social media, invite your followers to a live Periscope event, conduct surveys along the consumer\u2019s buying journey to gain insights into what your company is doing right and where you can make changes to improve the experience. Whether you use a suggestion box on your website, encourage online reviews, conduct exit polls or monitor social media platforms to gather feedback\u2014listen. Social proof <\/span><a href=\"http:\/\/www.forbes.com\/sites\/davelavinsky\/2014\/03\/18\/how-to-increase-conversion-rates\/#67f1a2921c37\"><span style=\"font-weight: 400;\">always increases conversion rate<\/span><\/a><span style=\"font-weight: 400;\"> potential.<\/span><br \/>\n<span style=\"font-weight: 400;\">When you operate a transparent company that focuses on creating \u201cmagic moments\u201d for your customers, they will share their experiences, expanding your reach and driving higher conversion rates. Give your customers what they need and expect, and then go one step further. <\/span><br \/>\n<span style=\"font-weight: 400;\">After you build a fully-functioning website and put these tips into action to get your business on the path toward achieving superior customer service, contact <\/span><a href=\"http:\/\/www.bluehost.com\/\"><span style=\"font-weight: 400;\">Bluehost<\/span><\/a><span style=\"font-weight: 400;\"> to discuss web hosting services that will make sure your online customers can reach you from anywhere, anytime, on any device.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Delivering superior customer service is crucial for every brand, but especially for small businesses and new ventures just entering the market. You can have the highest-quality professional service or the best-fitting hiking shoe, but if you don&#8217;t have a knowledgeable, consumer-focused support team, you shouldn&#8217;t expect to thrive in a competitive marketplace. People won&#8217;t remember [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":100457,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_title":"Better Customer Service Means Better Conversions","_yoast_wpseo_metadesc":"","inline_featured_image":false,"footnotes":""},"categories":[3260,964],"tags":[3436,3439,3449,3454],"ppma_author":[592],"class_list":["post-100456","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-content-marketing","category-marketing","tag-conversion-rate-optimization-cro","tag-customer-support","tag-small-business","tag-tips-tricks"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Better Customer Service Means Better Conversions<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bluehost.com\/blog\/en-in\/wp-json\/wp\/v2\/posts\/100456\/\" \/>\n<meta property=\"og:locale\" content=\"en_IN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Better Customer Service Means Better Conversions\" \/>\n<meta property=\"og:description\" content=\"Delivering superior customer service is crucial for every brand, but especially for small businesses and new ventures just entering the market. 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