Tips for Setting Up Good Customer Service for Startups

One of the factors that make customers feel at home with a product is customer service or customer service customer service the good one. Whether it's because of the satisfying service in terms of speed, helpful information, to convenient communication. Here are some steps an organization or business can take to: customer service strategy.

User identification and communication strategy

Communication strategy with users will depend on how the business recognizes its users. Demographics such as age, education, and so on have an important role in how the business will determine communication strategies, such as communication style, language, and so on.

Deciding on a communication strategy up front is quite important for any business that decides to have customer service. Because everyone in the customer service division will represent the business communicating with users. Also make sure that the value of the business is in accordance with the chosen communication strategy.

Define communication channel

Because now there are many ways to communicate with business users, it is necessary to be able to choose which way they can be contacted. If in the past there were only offices and telephones, now there are media such as email, social media, live chat, etc.

You don't need to be present on all channels, you just need to present the one that is considered the easiest and most efficient to communicate with users. Don't forget the convenience factor, sometimes users need to tell long stories about their complaints. On the other hand, sometimes we also have to provide guidance on technical matters related to the product. The key, the most effective way to establish communication.

Decide which metric to use

Included in the customer service strategy is determining metrics to measure the extent to which customer service is working and of course useful. Here are some metrics that can be used to measure customer service:

• First response time: time required customer service agent to reply to messages submitted by users.
• First contact resolution rate: percentage of cases resolved after first contact with the client.
• Interaction to resolution: the average number of interactions required to solve a case.
• Escalation rate: the percentage of users who demand to speak to a higher representative or division.
• customer satisfaction: customer satisfaction scores, usually ranged and must prepare a survey or feedback to get answers from users.

Prepare the agent well

When talking to the user, customer service agent will represent the company. For this reason, it is very important to prepare them with comprehensive information about the company's vision, products, and values.

Especially the product problem, as much as possible the agent should know the ins and outs of the product being offered. Not only about basic information such as number or feature description, but also about how to solve a problem.