Think of customer support as a delicious piece of chocolate. If it's sweet enough, you're going to feel very satisfied with every bite you take. So you'll be likely to go back for more, right? 

On the other hand, if the chocolate is too bitter… well, you’re probably not going to finish the bar.

As a digital market agency, you want to impress your customers with your vast knowledge base, specialized expertise, and conscientious customer service skills.

You want to be offering the silkiest, most indulgent, and most decadent chocolate bar on the market. Or, in other words, a top-rate customer experience.

Want to know the key ingredients for success? Let’s create a 5-star recipe.

1.What does your customer want to achieve?

When talking early strategy with a new client for the first time, always ask these three questions:

• What does your customer’s business want to achieve with you?

• What are your customer’s aims and objectives for their business as a whole?

• What do they want to gain from working with you?

This trio of initial questions will set the tone for the rest of your working relationship with the client before you close the deal.

You need to understand what exactly your customer wants so you can manage their expectations and set achievable targets.

• By understanding the client's initial wants and needs, your team can tailor their work to best achieve those goals.
• The clarity in the introductory stages can help grow your business throughout the process.

Get to know your customer and their business inside out. Why did they start it? Where do they want to go with it? What have they achieved so far to get where they are today?

• Showing a genuine interest in your customer’s business will encourage a more responsive and productive working relationship with them.
• Your client will be happier to work with you if they know you find their idea engaging.

Additionally, clear communication between the agency and customer will help develop and shape a realistic action plan that you can both agree on at the beginning of a project find a job

• This is essential to avoid any awkward conversations and dissatisfaction from the customer further down the line.

By asking these important questions first, your customers will feel confident from the start of the process, understanding that digital marketing like Jeenam and customer support agents know their stuff.

Undertaking this initial investigation into what your client wants — and why they want it — will set the standard for the quality of support they receive throughout their working relationship with your agency.In order to better identify your clients' needs, you conduct online surveys. You can use a WordPress Survey Plugin to get a professional survey in a few minutes. Under this category you can find all post relevant to Slide deck , the PowerPoint templates subscription site containing a fast-growing catalog of presentation templates, currently with over 15,000 presentation templates that are 100% editable.

That’s good customer support.

2.Communicate with your customer

With your initial communication being so spot-on, it sets a challenging precedent to sustain throughout the process.

Customer support — maintaining a high standard of responsiveness and engagement — is challenging, but the payoff is worth the effort. 

Distinguished communication channels between the client and the customer support team will improve overall customer experiences and minimize customer churn.

According to Investopedia, customer churn is "the rate at which customers stop doing business with an entity."

Communicating combats churning by building and maintaining more robust relationships with your customer.

Responding promptly to questions is vital. 90% of customers decide to continue a business relationship based on their customer experience. To avoid lost emails, make sure you use an email app with smart filters that flag customer communications as priority. 

Make sure your agents are working very closely with your client through each stage of the digital marketing process and continually updating them on the following:

• Changing KPIs
• Customer behaviors and reactivity
• SEM developments
• SEO tactics
• Content Distribution
• Industry trends
• Alterations in bounce rates
• Keyword research and decisions
• Best SEO Training in Bangalore

These areas are a few of the many elements of a marketing campaign you should be tracking and then referring back to your client. As a marketing agency, you’ll know what else is necessary to disclose.

Even if the customer has no experience in marketing-analytics and doesn’t understand the technicalities of a live campaign, keeping them in the loop maintains a sense of trustworthiness and dependability. 

When in discussion with your customer, avoiding marketing jargon is helpful to keep the customer feeling confident in the information you’re providing.

Keep your technical explanations simple.here are Most Effective Link Building Strategies

Your customer will appreciate the attentiveness you bring via your communication. Ultimately, the communicative customer support you provide improves customer satisfaction and creates a more compelling customer experience.

Chatbots — a source of excellent tech support

Giving your clients a quick and straightforward way to contact your customer support representatives is a great way to improve your service.

Chatbots are a fantastic and efficient way of keeping your clients connected to you.

Pros

Cons

●      A quick way for clients to contact you when THEY want to, rather than waiting for contact from YOU

●      Can cater to basic customer inquiries

●      Can aid in tech support

●      Available 24/7

●      Can make appointments and set reminders for individuals on your agen  cies marketing or customer support teams

●     Not as personal as speaking to a real          person.

     However, to combat this issue, chatbots       can transfer customers through to one of      your customer support agents for more       complex customer's issues or at the          customer's request

Using a chatbot on your digital marketing agency website is a brilliant way to show your agency is customer-centric. For this, you can integrate your Facebook Messenger to your website to answer common inquiries. It's a good idea to set up an automatic reply for your Facebook Messenger bot so that you can answer queries even when you are not around.

Develop a process for how you will handle customer complaints. This will ensure that all complaints are handled in a consistent manner, and that you are able to resolve any issues as quickly as possible.Make sure your customer service team is fully trained on your products and Wikipedia consultant services. This will help them better assist your customers with any questions or issues they may have

3.Communicate with your team

Having a seamless communication channel between every team within your agency is integral to ensuring a cohesive and professional approach to business.

One of the most important channels of communication is between marketing and customer service agents. 

If these two teams are “of one mind” when it comes to providing customer support, your customers, when contacting your business, will not need to be passed from team to team to get the answers they seek.

You want both teams to know the basics of the other, to adequately inform customers on any variety of queries they may have.

A great way to ensure the proper diffusion of knowledge is through training.

In-house training helps improve customer support for your agency by training specifically for customer support.

Using an online training service, such as Rise, your digital marketing agency can devise a training program specific to itself that can be rolled out across the business.

This program focuses on employee training ,employee engagement, supporting clients' needs within each team, what your agency procedures are, and will help you to create a more consolidated and well-assembled team.

The training can focus on new techniques and tools to improve the customer experience, team-building exercises, and quizzes to help better the skill set of your workers.

Your customer will feel this cohesiveness and ultimately get more out of working with your agency.

4.Report to your customers 

We have already concluded that communication between agency and customer is THE most crucial aspect of customer support.

Regular progress updates

• Keep your customers in the loop!
• Manages expectations along the way
• Builds trust
• Encourages productive discussions 
• Updates on budgets, time frames, and changing KPIs

Full transparency

• Provides insights into how the campaign is going
• Asks: Which KPIs are being reached?
• Asks: What isn’t doing as well as hoped?
• Asks: What is doing better?
• Encourages a more trustworthy relationship

Keeping on top of your client reporting improves customer satisfaction by ensuring clear communication throughout a campaign. 

A customer is going to value your digital marketing agency more if they are actively involved in the entire campaign process. if you are run the digital marketing agency then the digital content management software from Pics.io helps your marketing teams control your marketing lifecycle and increase its efficiency

Remember — they are paying for exceptional service.

Regular reporting on the highs and lows of a marketing campaign means higher levels of customer retention.

5.Listen to feedback from customer experiences

Our final tip to improve your digital marketing agency’s customer support is listening to customer feedback. 

Learning from the experiences of your past clients and improving on your services for the next ones is essential.

Allowing your customers to give feedback to you is just as vital as reporting to them during a marketing campaign.

Creating this bi-directional communication allows for accountability for your agency.

Feedback from your client during your working relationship will:

• Identify and solve any customer inquiries and issues they may have.

• Shows customers that your agency is listening to their opinions and values their input.

Getting customer feedback after working with a client in the form of a review helps showcase your levels of customer satisfaction.

You can use these positive reviews on your website to help entice other prospective customers to invest in your digital marketing agency.

Key takeaways

Good customer support means higher customer satisfaction, which results in higher rates of customer retention.

If your customer support isn't up to scratch, your customers are less likely to interact with your business again.

The best way to improve customer support of your digital marketing agency is through communication and listening.

Ensuring you are working and communicating closely with your customer every step of a campaign will lead to better results by allowing you both to adapt and harmonize.

This approach will generate higher levels of customer satisfaction which will benefit your business.

Author’s Bio:

Oliver Stasinszky is a copywriter at LiveAgent, with a background in E-commerce and Customer Service. Passionate about writing, reading, and learning how to play any musical instrument he comes across.