Benefits of Accessible Customer Service
Acquiring customers is hard and retaining them can be even more difficult. One of the best ways to improve customer retention is through accessibility. According to the Microsoft Global State of Customer Service Report, 97% of customers say accessibility to customer service plays an important role in their choice to stay loyal to a brand.
When customers cannot access your products or services easily, they are likely to go do business elsewhere. It is important to remember that “accessible” means different things to different people. 3.5% of Americans, or 11.5 million consumers, are Deaf or hard-of-hearing. Modern business plans should consider how to provide accessible customer service to all consumers.
Accessibility is not just compliance or good ethics, it also makes good business sense. By making your business accessible to as many people as possible, you will broaden your pool of clientele and increase customer retention rates. When fewer people struggle to access information about your product or service, fewer people may need to contact your business directly for support. This leads to reduced costs and more resources for other areas of your business.
How to Make Customer Service More Accessible for Deaf Customers
Offer customer support through multiple platforms.
Deliver efficient online customer service support through a combination of chatbots, live chat support, email support, or website tutorials. Always offer captions when offering customer support through live or archived videos.
Make accessibility features easy to access.
These features are often difficult to find on mobile apps and when accessing websites through mobile devices. It is essential for accessible customer service to be easy to find when visiting your website from a computer or mobile device.
Hire Deaf employees.
Diversifying your employee base has a multitude of benefits. Deaf and hard-of-hearing individuals are consistently bridging cultural and communication barriers in daily situations. These skills translate well into any workplace.
Provide customer service calls in American Sign Language (ASL).
The best practice is for businesses to provide equitable communication experiences to Deaf callers. It is ideal for Deaf callers to call your customer service support number and be routed to a trained customer service representative that is fluent in ASL.
Educate all employees on Deaf culture.
Set up procedures on how to manage customer requests for accessibility accommodations. Ensure your employees are empowered to properly communicate with Deaf and hard-of-hearing individuals whenever they enter your place of business.
Deaf Services Unlimited provides consulting services and Deaf culture training to businesses and organizations committed to improving accessibility. If you are interested in expanding your client pool and retaining more customers, contact us today!