Customer service in the 21st Century

There is no secret to excellent customer service – but businesses can find excelling in this area a tough nut to crack.

At Miss Group, it’s an area of pride for the parent business and for each of our 30+ brands. Miss Group has over 4,000 reviews on TrustPilot and an average ranking of 4.9 stars in customer satisfaction – the highest ranking in the world in our category.

Anders Gustavsson, Chief Support Officer at Miss Hosting, explains how we approach customer care and offers advice for businesses looking to invest in their customer service.

“It’s something of an old cliché to say that the customer is always right and that you should do everything for the customer,” says Anders. “But it’s impossible to get away from the fact that it’s as true today as it’s always been and that it’s a very important component of running a successful business and getting ahead of your competitors.

“We take great care of our customers and aim to have no dissatisfied customers at all. This means we always work a little extra to ensure that the customer is satisfied and happy,” he says.?

So how can businesses ensure that customer satisfaction remains a top priority?

“It’s about everything from availability to support being open 24 hours a day, 7 days a week, with a very short response time. Within our businesses, new customers are always called directly by our customer service when their contract begins – it’s a friendly hello before they ever encounter a problem. The key is about being proactive and working continuously to make customers feel appreciated. But the most important thing of all is that the whole company has worked together to ensure that the customer always comes first – no problem is too small.”

Miss Hosting offers a variety of services from web hosts, domains, websites, email addresses, and other services such as Microsoft Teams and Office 365. Our broad portfolio means we experience a variety of issues and problems in our customer service, so customer care teams are trained to understand multiple areas of the business.

“We have thousands of cases every year - everything from forgotten passwords to helping with installation or DNS settings. No problem is ever too small. We want the customer to feel that they can always turn to us if they encounter a problem.

“For example, we recently had a customer issue where their image uploads weren’t working. The error was due to a revision in their own code, but we debugged and corrected the error for the customer without them having to fix anything themselves. For us, it is important that the customer's experience is good even in cases where it goes beyond our responsibility,” says Anders.

In order to excel at customer service, the care team itself must be properly trained, supported and rewarded. “It’s important to invest in taking care of your staff and rewarding their hard work,” Anders adds. “We encourage open communication between the various departments within our business and rewards are arranged regularly in recognition of employees’ hard work. It’s something that is really appreciated and helps us develop a successful team.”

?For businesses looking to switch up their customer care processes, Anders has these tips:

??????Put the customer first and work proactively to make their experience as good as possible.

??????Be available – the customer should know that they can get help when it suits them.

??????Offer support in several different ways: chat, phone, email - and in several languages.

??????Don’t forget to pay tribute to your employees. If they are not satisfied, they will not be able to help the customer in the right way.

?

?