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The customer experience should go far beyond the basic transaction.

But the biggest problem many businesses have in the current climate is thinking we need to opt for more faceless approaches in order to keep up with the workload. A very good example is automating a number of functions. And while tools like AI are slowly making their way to domination within the customer service industry, we’ve got to consider the personal approach to delivering what our customers need. And understanding what gives our customers peace of mind throughout the entire transaction will help you to achieve your goals and build trust with them so they can rely on you when they need solutions to their problems. What does it take to give customers peace of mind?

Stepping Up Your Security 

With so many hacking attempts occurring on an almost daily basis, you cannot rule out the possibility that you could be the next in line. When customers are using your payment platforms, they are giving over their sensitive information directly to you, and you must handle this with digital kid gloves. Using any API (Application Programming Interface) on your website must be strict with its security, and if you are using an API for secure payment processing, you have to be sure that it meets very strict security criteria.

Being Accessible

A common part of customer service these days involves using chatbots or stretching your customer service representatives very thinly, and if you want to build a relationship with a customer, you need to guide them along the transaction process but also be accessible whenever they need you after they’ve purchased from you. Chatbots can be useful but only if there is a human at the very end of the line. Some customers have queries that a bot cannot answer. We have to be accessible 24/7 or at the very least, in terms of small businesses, tell a customer when we will get back to them and what we will do about their query. Whenever a customer has a problem, they don’t want to feel like they are being ignored. It’s our duty to ensure that even if we cannot solve their query right away, we can give them actionable steps to ensure that we will solve it for them. Whether this means going to another department or guiding them towards an FAQ section that will answer their queries in more detail, accessibility from their perspective will give them a lot more peace of mind.

Providing a Warranty

Customers can regret that they’ve either spent too much or they’ve simply made a purchase that can tap into what is known as buyer’s remorse. If you’ve learned how to display your products to intrigue customers to the point where they feel like they need that item, you still need to give them the final say. This is where a warranty becomes invaluable, assuring the product is covered from manufacturing defects for a specific time and you can then extend the warranty to give your customers even more peace of mind.

There’s many ways to give our customers peace of mind, but these are three approaches that go a long way.

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