If you are a service provider, customer responsiveness should be among your top priorities. This is basically the quality and speed at which you provide customer service and communication or responding to service inquiries and fulfilling them in a timely manner.
According to a 2019 report by Forester, 71% of customers believe the most important thing a business can do in terms of customer service is value their time. This shouldn’t really come as surprise because after all, no one enjoys having problems, calling support team meant to assist them, and then having to wait for days for answers.
If a customer has to wait five days just for a simple email response, they might be more willing to take their business elsewhere. As a company, you should therefore not only focus on being quick to communicate with your clients via email or phone, but also social media, and all other places that you are listed online.
With Ngao Credit Limited, for example, customers are able to communicate with the customer care team using different means. Products and inquiries are addressed in real-time with some loans even processed in just 6 hours.
Tips to be more responsive to customers
The key to a successful business is keeping your customers happy. Below are some few tips on how you can increase your customer responsiveness.
- Use social media wisely
Social media platforms like Facebook, Twitter and LinkedIn have these days become a very important medium of communication between businesses and their customers. View them as interactive platforms and welcome the opportunity to engage with customers.
Don’t be afraid of getting complaints online and always respond to them promptly and sincerely, and offer to make it right. By doing this, you’ll create more positive opinions about your business.
- Empower your customer support team
How fast your customer service team responds to your customers and other concerns or problems they may have is very important. Is the team able to act immediately to resolve customer issues? If an action is outside their jurisdiction, do they have direct access to someone who can help?
Let your customer support team know what you expect in terms of customer service, and provide training if required. At Ngao Credit, products like the Jijenge loan are processed in less than 6 hours from the time of inquiry.
- Add a live chat option to your website
Live chat has become the leading digital contact method for online customers, as a staggering 46% of customers prefer live chat compared to just 29% for email, and 16% for social media. More companies are now adopting it because more than half of all customers now prefer to chat with someone in real-time and online, rather than call a company for support.
Live chatting will speed up your customer service and positively impact your sales. Use LiveChat to assist your visitors exactly when they need it. Our live chat option, for example, allows you to chat with us on WhatsApp directly from our Ngao Credit website.
Bottom line, when customer responsiveness is a priority, you’ll find that opportunities to serve your clients increase, while problems and service issues decrease.
Call Ngao Credit on 0709 650 000 or visit www.ngaocredit.com to learn how you can benefit from different products and services.