Keeping customers in the loop while solving their problems is a key skill for customer support professionals. It shows that you care about their needs, respect their time, and value their feedback. In this article, we will share some tips and best practices on how to communicate effectively with customers throughout the problem-solving process.
The first step to keep customers in the loop is to set clear and realistic expectations about what you can do, how long it will take, and what they need to do. This will help you avoid confusion, frustration, and disappointment later on. You can use email, phone, chat, or any other channel that your customers prefer to inform them about the status of their issue, the steps you are taking, and the estimated resolution time. You can also use templates or scripts to save time and ensure consistency.
Over communication is key. It's okay if you do not have a solution right away. Most often than not, all the customer wants to know if their concern is being looked into and an assurance that you are around.
The second step to keep customers in the loop is to update them frequently on the progress of their issue. This will help you build trust, rapport, and loyalty with your customers. You can use the same channel as before or switch to a different one if needed. You can also use automated messages or notifications to keep them informed. The frequency of your updates will depend on the urgency and complexity of the issue, but a good rule of thumb is to update them at least once a day or whenever there is a significant change.
Based on the nature of the request, it's good to have SLAs in place so that both, the team and the customers are well aligned on when to expect communication. In my experience I have seen this to be a good approach - 1. Acknowledgement of request raised. 2. Real and honest update of what's going on in the background, with timelines of next deliverable. 3. If on track, great, keep them informed. If not on track for resolution, no problem, still keep them informed. You don't want this to then become an escalation for after having put in all the right resources - people, time and effort! And so OVER-COMMUNICATE, you will have nothing to lose and so much to gain :)
The third step to keep customers in the loop is to ask for their feedback on the solution you provide. This will help you ensure that you have met their expectations, resolved their issue, and delivered value. You can use surveys, ratings, reviews, testimonials, or any other method that your customers are comfortable with to collect their feedback. You can also use this opportunity to thank them for their patience, cooperation, and loyalty, and to invite them to contact you again if they have any questions or concerns.
Closing the feedback loop becomes so important because that's where the parties are now regulated about the matter and can have an objective view on how it was handled. Feedback loops should always be two way - how could we as an organisation done better? how could you as a customer done this differently? Because open communication is the only way to building resilient customer relationships.
The fourth step to keep customers in the loop is to learn from their feedback and improve your problem-solving skills. This will help you enhance your customer support performance, quality, and satisfaction. You can use data, analytics, reports, or any other tool that your company provides to measure and monitor your problem-solving metrics. You can also use feedback to identify areas of improvement, best practices, and common issues. You can then use this information to update your knowledge base, training, processes, and policies.
The fifth step to keep customers in the loop is to share insights and tips with them on how to prevent or solve similar problems in the future. This will help you educate your customers, empower them, and reduce the number of support requests. You can use blogs, newsletters, social media, webinars, or any other channel that your customers follow to share your insights and tips. You can also use case studies, stories, or examples to illustrate your points and engage your customers.
The sixth and final step to keep customers in the loop is to follow up with them after a reasonable period of time to check if they are happy with the solution, if they have any issues or questions, and if they need any further assistance. This will help you show that you care about their success, retention, and loyalty. You can use email, phone, chat, or any other channel that your customers prefer to follow up with them. You can also use this opportunity to offer them additional value, such as discounts, referrals, or cross-selling.