The import/export business is definitely lucrative, but it’s far from easy. Entire economies depend on you doing your job correctly, and failure has dire consequences. Furthermore, your customers have a lot invested in your cargo, and they’re relying on you to meet the demand of consumers.
You could stack your list of concerns a mile high, but chief among them has to be customer service. No matter what industry you’re in or how good your products or services are, the customer experience is what makes or breaks your company. If your company has been successful thus far, then congratulations are in order. Now continue reading to see how to bring your customer support infrastructure into the digital age and continue your success in the future.
Streamline your communications.
What does your customer support infrastructure look like? How many platforms do you provide customer service on? What tools do you give your sales team and customer support team to help them engage potential customers?
The answer to those questions has a lot to do with the sustainability of your marketing strategy and the growth of your import/export business. With BrightPattern contact center solutions, you can engage customers on multiple platforms.
Your goal should be to become a customer-centric organization. That means giving your customers around-the-clock access to sales representatives and customer service agents as well as reaching out to potential customers and converting them into clients.
The Bright Pattern contact center software allows your sales team to initiate contact with potential customers via live chat and you can automate engagement with chatbots. By being available for customers over text, chat, and phone calls, you can get customer feedback and use that basic feedback to grow your small business (or large business, of course). Additionally, their omnichannel platform makes it simple for your team members to carry a support chat to the phone lines without losing contact with the customer.
As you can see, Bright Pattern’s virtual contact center is more than just another call center enterprise software app. Even though it’s great for remote call center solutions, it’s capable of much more!
Put as much effort into hearing your customers as talking to them.
Marketing is integral to growing your export business. Companies miss out on an opportunity by not investing more in listening to consumers. Your customers can tell you more about what direction your business should go in than anyone. That’s why consultants always start with market research before crafting a plan for a business.
You know how to start an import/export business, but do you know how to get inside the minds of your customers? If you want to get a better idea of what your customers are thinking, then Alchemer can help you.
Their voice of the customer (VoC) software works in cooperation with CRMs and marketing software to help you implement customer feedback into your business strategy. Alchemer can easily be integrated with most CRMs and OKRs to help you devise a strategy to achieve operational goals. As you can see, the VoC enterprise software application formerly known as SurveyGizmo, is much more than a simple survey application. You will be able to use the customer feedback you obtain to help guide your business operations when considering a new product from a vendor or wholesaler you haven’t worked with in the past. The changing nature of the market means that using VoC software from Alchemer can give you a better reflection of your target market, which is a major edge when it comes to International trade.
Connect with your customers via social media.
As much as people love social media, it’s a tool that businesses don’t use enough for their customer service solutions. Of course, Facebook and Instagram are great digital marketing tools, but you can also use them to communicate with your customers and provide support.
Being accessible means being where your customers are, and you can bet they’re on social media. Aside from accessibility, social media also gives you the opportunity to build and strengthen personal relationships with your customer base.
To successfully harness the power of social media for customer service, you have to go back to what you learned in the previous section and make listening to your customers a priority. When you excel at providing customer service on social media, then all of your followers will see it and do some of your digital marketing for you.