Customer service is crucial in determining a business's success, big or small. The best places to eat and shop are those that provide exceptional customer service. 

In 2020, we introduced the Make It Right Program, a comprehensive customer service solution, for one of our partners. The goal was to streamline the customer service experience by combining physical and digital orders in one centralized platform. The new process allowed for a uniform handling of customer complaints and reduced the burden on store teams. After a successful pilot at a new location, the program expanded company-wide to provide consistent external customer support across all locations and digital channels, providing real-time quality control, increased customer satisfaction, and higher retention rates.

When creating a customer support plan, it's essential to identify all the communication channels available to customers, including website, email, phone, social media, and in-store. Additionally, it's crucial to consider all the different ways customers interact with your business to make purchases, such as in-store, online, or through e-commerce platforms. Consider creating pre-written responses tailored to specific support inquiries to streamline the customer support process, saving time and ensuring consistent answers to common issues that follow similar resolution tracks. Gathering the necessary information when communicating with customers is essential to ensure a smooth and efficient resolution process. Make sure to collect enough information upfront to minimize the need for additional follow-up questions.

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The Make It Right Program has two main processes that work together:

1. In-Store: When a customer complains in-store, the staff takes note and submits a Make It Right form. If the issue is resolved in-store, they mark it as such and provide the resolution. If not, it goes to customer support for a resolution. The customer then receives an automatic email confirming the support case is open and that they will receive a follow-up in 48 hours (although response time is typically quicker).
2. Online: On the company's website, customers fill out a form that helps gather information for the best resolution. The form can also serve as an FAQ, directing customers to the correct information. Support agents can use the submission to resolve the issue by accessing the customer's order information.
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Tracking all customer resolutions, whether handled in-store or through support, is critical to identifying and resolving any issues and improving customer satisfaction. The data gathered from each case is essential for future reference and for personalizing each customer's support experience. To streamline the support process, 99% of all customer service inquiries happen through email, eliminating the need for phone lines, enabling 24/7 reporting of issues, and allowing for simultaneous support of multiple customer inquiries. Email support also helps diffuse tensions that may arise from in-person or phone complaints.

Having a well-designed customer service program can make a significant impact on customer experience and satisfaction. To cater to customer segments and their preferences, it is essential to offer multiple support channels, such as email, live chat, or SMS response. Keeping track of all customer resolutions, regardless of how they are handled, is crucial to improve the program and to resolve future issues efficiently. Good customer service can lead to increased customer loyalty and higher revenue in today's economy. Customers are willing to pay more for businesses that provide a positive customer experience and are eager to listen to their needs. It's essential to ensure that customers feel heard and supported when they have issues or concerns.

If you need assistance with your customer service program, our team will help you overcome challenges and improve your customer satisfaction.