As a franchise owner, providing customer service is part and parcel of the business. Whether that customer is an existing client or a potential new client, that touch point is integral to your business. Here at activ Digital Marketing Head Office we’ve put together this short read to highlight why customer service should be a priority for your business and that of your clients.
By leveraging effective customer service strategies, a digital marketing franchise like activ can differentiate itself, build strong client relationships, and generate positive word-of-mouth referrals. We’ll talk about how providing exceptional customer service becomes a competitive advantage that builds customer loyalty, drives business growth and strengthens the franchise’s reputation in the industry.
At activ Digital Marketing Group we have also taken a trip down the rabbit hole that is Artificial Intelligence and how this technology can actually enhance the customer service that is offered but we will preface by saying-alongside human interaction where possible-that has to be the best combination, don’t you agree?
Here are some strategies for leveraging customer service in a digital marketing franchise:
Prioritise Communication Channels: Offer multiple communication channels such as phone, email, live chat, and social media to cater to different customer preferences. Ensure that all channels are monitored regularly, and respond promptly to customer inquiries, concerns, and feedback.
Provide Proactive Support: Anticipate customer needs and provide proactive support. Reach out to customers to offer assistance, provide updates on their marketing campaigns, and address any potential issues before they become major concerns. This proactive approach shows that you value their business and are committed to their success.
Offer Personalised Solutions: Understand each customer’s unique goals, challenges, and preferences. Tailor your digital marketing strategies and recommendations to meet their specific needs. This personalised approach demonstrates your expertise and commitment to delivering results for each client.
Maintain Transparency and Accountability: Be transparent about your processes, strategies, and progress. Keep clients informed about the status of their campaigns, provide regular reports and analytics, and be accountable for the results. Transparency builds trust and confidence in your franchise’s services. And there is the human factor.
Gather Customer Feedback: Actively seek feedback from your clients through surveys, feedback forms, or regular check-ins. Use this feedback to identify areas for improvement and make necessary adjustments to your services. Show clients that their opinions matter and that you are committed to their satisfaction.
Build a Knowledge Base: Create a comprehensive knowledge base or resource centre on your website that clients can access for self-help. Include articles, guides, tutorials, and FAQs that address common questions and provide valuable insights. This knowledge base can be an additional support channel and help clients find answers independently.
Foster a Customer-Centric Culture: Instil a customer-centric culture throughout your franchise. Emphasise the importance of exceptional customer service in every interaction and make it a core value of your organisation.
And how Artificial intelligence (AI) can be an added tool in your customer service offerings:
Chatbots and Virtual Assistants: AI-powered chatbots and virtual assistants can handle routine customer inquiries and provide instant responses. They can engage in natural language conversations, answer frequently asked questions, assist with product recommendations, and even process basic transactions. Chatbots provide 24/7 availability, reduce response times, and free up human agents to handle more complex issues.
Personalised Customer Interactions: Helpful when selling in services to e-commerce clients for example-AI can analyse customer data, such as purchase history, browsing behaviour, and demographics, to deliver personalised interactions. By understanding individual customer preferences, AI can recommend relevant products or services, tailor marketing messages, and provide customised support. This level of personalisation enhances the customer experience and improves satisfaction.
Predictive Analytics: AI algorithms can analyse vast amounts of customer data to identify patterns, trends, and insights. By leveraging predictive analytics, business owners can anticipate customer needs, forecast demand, and proactively address issues. AI can help identify upsell and cross-sell opportunities, allowing business owners to offer targeted promotions and recommendations to customers.
I hope this has been a helpful post, giving you a detailed illustration of the importance of customer service for your own franchise as well as your clients marketing plan. For any other queries about customer service or information about the activ Digital Marketing franchise please don’t hesitate to get in touch at https://www.activfranchise.com/ or call us on 0345 395 0300 or request a brochure at https://www.activfranchise.com/contact-us/
