10 Ways to Improve Customer Satisfaction
As a business owner, there are few things more important than making sure your customers are happy and satisfied. Gone are the days when courtesy was enough. While "please" and "thank you" will be of great help, customers expect to be completely satisfied with the products or services you sell and the support you can provide.
Customer satisfaction is vital for any company, regardless of its size, activity, or country. It has a direct impact on your ability to retain existing customers, attract new customers, and make them spend more money. On the other hand, studies show that 91% of customers who have had a bad customer experience will never voluntarily do business with a company again. So how do you make sure your customers are happy enough to come back? From empowering your customers to providing multi-channel support, here are 10 effective ways to improve customer satisfaction.
Show Empathy: Talking to your customers goes way beyond listening. You must take the time to understand them. After all, your role as a team is to figure out the exact problem and find the right solution. Some empathy is required to achieve this solution. To understand your customers' point of disconcerting, you must experience them yourself. To do this, you must test, know, understand, and have a broad internal knowledge of your product so your team is always up-to-date on the latest enhancements and features.
Set Clear Expectations: When you promise exemplary customer service, customers will come after you and expect nothing less than a perfect experience. Your customers only expect what you promise. If you set a standard, your customers will not be disappointed. Several ways to set clear expectations are through your messages. For example, "We handle all requests as they come in, but it may take a few days for a response to be received." Make sure your messages are clear and direct to avoid misunderstandings or further frustration.
Empower Your Clients: You can create an external knowledge base that you can integrate with your help desk software so your customers can find everything they need online. Add any tools that you might find useful, such as tutorials, articles, webinars, and videos. By providing the right information to your community, you are giving them the opportunity to gain more experience with your product or service. However, make sure it is not one of those platforms that are inaccessible. You don't want to be perceived as a robot company. Empower your clients and put them in control by guiding them with a strong knowledge base, but also make sure that you are available and easy to reach when needed.
Multi-Channel Support: It is vital that your customers can communicate with you anytime, anywhere. For example, if they want to update their billing information, the required link or response should be available on the appropriate page. The longer it takes to find the correct button or contact information, the more frustrated they will be when they finally get in touch, and the greater their chances of losing that customer. The solution: be everywhere. So that your customers can find you at any time, be available on all channels, also directly from your platform, social networks, telephone, and email.
Proactive is Key: By providing help before your customer actually needs help, you can cut frustration in half. Add links, widgets, and icons on your website and in your newsletters, ask your visitors if they need help, and point out relevant information. Make these supplements visible and easily accessible. Don't forget to fully update your knowledge base with relevant support materials every time you have a new product or service.
Quick Response: Time is a critical factor in customer satisfaction. Not surprisingly, the famous saying "time is money" continues to circulate and is more accurate than ever. Increasingly popular support channels like Facebook and Twitter report how customers expect their questions to be answered on the site and in real-time. By responding to your customers as soon as possible, you reduce their stress levels and the possibility of their minds wandering and seeing what a competitor has to offer.
Make Communication More Natural: This may not be the case in the future, but there are people behind the screen right now and your customers should know. When communicating with customers online, you can't use body language or tone to convey what you want to say. Therefore, you should pay special attention to your choice of language. Make communications more personal by introducing yourself by name and mentioning your client's name.
Trained Team: Your customer service representatives are the face of your company and, unlike many other departments in your company, they work directly with your customers. You could incorporate all of these effective strategies. Let your team fly alone with an up-to-date knowledge base with all the answers they need. Let them take responsibility for each case while taking all steps with the client in mind. Run simulations so your representatives are safe and prepared for any type of situation.
Measure Results: The only way you and your team will continue to grow is by measuring your results. Because what is measured is improved. You should always work towards looking into what is thriving and what is not. This helps develop a better understanding of your customers.
Encourage Feedbacks: If your customers have something to say, you can simply do so using a contact form or email address. By providing a proper platform for customer feedback, customers are less likely to publicly express their dissatisfaction online (and damage your brand reputation). Both negative and positive feedback is a great tool for uncovering weak spots that need improvement. Most importantly, it shows your customers that you are serious about ensuring world-class customer satisfaction.
All in all, customer satisfaction is something that comes with the right delivery and consistency in quality. Keep yourself open for criticism that might come your way and always remember that the goal is to make the experience of the customer most delightful of all services!