Exceptional customer service isn’t just about solving your customers’ problems and meeting their needs. It involves going the extra mile to exceed your customers’ expectations and creating memorable experiences that leave a lasting positive impression about your brand.
With over 40 software apps at your disposal in Zoho One, there’s so much opportunity to implement and embed best practices for customer service using software to support your business. Here are six areas to focus on:
- Knowledgeable staff
- Timely responses
- Multi-channel communication
- Feedback & continuous improvement
- Deep customer understanding
- Personalised interactions
Wondering where to start? Read on to learn how these six Zoho One apps can be used to deliver exceptional customer service.
1. Use Zoho Learn to boost expertise
Having knowledgeable staff helps exceed customer expectations and deliver memorable experiences.
Zoho Learn empowers staff with comprehensive learning resources, fostering continuous growth and expertise. Through interactive modules, assessments, and personalized learning paths, it cultivates deep understanding and proficiency. Its user-friendly interface facilitates seamless knowledge acquisition, enhancing productivity and performance across diverse roles.
2. Zoho Desk delivers quick & efficient responses
Time is an absolutely critical component of customer service.
Zoho Desk enables rapid response through its snippet feature, allowing agents to insert predefined replies for common queries with just a few keystrokes. Additionally, customisable templates streamline ticket resolution, ensuring consistent and efficient communication across all customer interactions. This combination expedites support processes, delighting customers with timely resolutions and avoids the chances of smaller customer issues snowballing into potential deal breakers.
SalesIQ also comes with a codeless chatbot platform that helps you set up a bot with absolutely no technical knowledge, so you can provide 24×7 customer service.
3. SalesIQ for sophisticated, multichannel support
Multichannel support is not just a good-to-have; it’s now become a customer service essential in today’s digital age. By offering support through multiple channels like website live chat, mobile app chat support, social media, and instant messaging channels, you give your customers the convenience of reaching out to you at their convenience.
4. Continuous improvement via Zoho Survey
Your customers are the ultimate judges of your service quality. This means that only they can tell you if you’ve succeeded in providing exceptional customer service or not.
Zoho Survey facilitates continuous improvement initiatives by gathering valuable feedback from customers and stakeholders. Its intuitive interface and robust analytics empower businesses to gain insights, identify areas for enhancement, and implement strategic changes, fostering ongoing growth and development.
5. Deeper understanding with Zoho Forms
Solving your customers’ problems and meeting their needs first begins with understanding what they are.
Salespeople can utilise Zoho Forms to streamline customer interactions by creating customised order forms, feedback surveys, or service request forms tailored to specific client needs. By efficiently collecting and managing customer data, sales teams can personalise interactions, anticipate needs, and deliver exceptional service, ultimately fostering long-term customer satisfaction and loyalty.
6. Powerful, personalised interactions using Zoho Campaign segmentation
Personalisation in customer service goes beyond just addressing your customers by name; it involves understanding their needs, preferences, and pain points, and delivering solutions tailored to their requirements.
Through targeted email campaigns and dynamic content, businesses can deliver tailored messages that resonate with individual recipients, fostering stronger connections and driving higher engagement. By understanding their preferences and needs, businesses can provide tailored offers, recommendations, and support, leading to increased satisfaction, loyalty, and ultimately, exceptional service delivery using Zoho Campaigns.
Squirrel Business Solution’s founder, Kylie Harker, is a Melbourne based consultant who assists business owners find and implement the best fit CRM and other systems for their business. Squirrel focus on four core principles: integrating your systems, streamlining your processes, enhancing your customer experience, and unlocking the value of your data.