How can you use customer service to drive engagement and retention in a mobile-first world?

2 Communicate effectively and consistently

The second step to providing excellent customer service is to communicate effectively and consistently with your customers. You can use various channels to reach out to your customers, such as email, phone, text, video, or social media. However, you need to ensure that your communication is clear, concise, and consistent across all channels. You also need to follow up with your customers regularly and keep them updated on the status of their inquiries, issues, or orders. By communicating effectively and consistently, you can build trust, rapport, and loyalty with your customers.

3 Deliver fast and convenient service

The third step to providing excellent customer service is to deliver fast and convenient service to your customers. You can use various technologies and processes to optimize your service delivery, such as automation, self-service, mobile apps, or artificial intelligence. You can also leverage your team's skills and expertise to provide timely and accurate service. You need to ensure that your service is accessible, responsive, and easy to use for your customers, especially on their mobile devices. By delivering fast and convenient service, you can increase customer satisfaction, retention, and referrals.

4 Personalize your service

The fourth step to providing excellent customer service is to personalize your service for your customers. You can use various techniques and tactics to customize your service, such as personalization tokens, segmentation, dynamic content, or recommendations. You can also use your customers' names, preferences, history, or feedback to personalize your service. You need to ensure that your service is relevant, engaging, and meaningful for your customers, and that you show genuine interest and empathy for them. By personalizing your service, you can enhance customer experience, loyalty, and advocacy.

5 Ask for feedback and reviews

The fifth step to providing excellent customer service is to ask for feedback and reviews from your customers. You can use various platforms and methods to solicit feedback and reviews, such as email, text, social media, or online review sites. You can also use incentives, gamification, or social proof to encourage feedback and reviews. You need to ensure that you listen to your customers' feedback and reviews, thank them for their input, and act on their suggestions and complaints. By asking for feedback and reviews, you can improve your service quality, reputation, and credibility.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?