10 Effective Ways to Improve Customer Satisfaction
Updated: Dec 28, 2019
As a business owner, there are very few things more important than ensuring your clients are happy and satisfied. The days where being courteous was enough are long gone. While ‘please’ and ‘thank you’ will still go a long way, clients are expecting to be fully satisfied by the products or services you sell them, as well as by the support you’re able to provide with the help of your help desk software.
Customer satisfaction is crucial for any business, no matter its size, activity or country. It has a direct impact on your ability retain existing clients, as well as acquire new ones, and have them spend more money. On the other hand, studies show that 91% of clients who had a bad customer experience won’t willingly do business with a company ever again. So, how do you make sure your clients are happy enough to return? From empowering your clients to providing multi-channel support, here are 10 effective ways you can improve customer satisfaction.
Talking to your clients goes far beyond just listening to them. You need to take the time to understand them. And really understand them. After all, your role as a support agent is to uncover the exact issue and figure out the correct solution. In order to reach this solution, a certain amount of empathy is needed. There’s nothing worse, as a client, than asking a question and receiving an automated answer.
You’ve heard the cliche “put yourself in your clients shoes” over and over, but there is some merit to it here. In order to understand what your customers’ pain points are, you need to experience them for yourself. You and your team need to know your product or service like the back of your hand. To achieve that, you need to test your product, know it, understand it and have an extensive internal knowledge base so that your team is always on top of the latest improvements and newest feature releases.
Set clear expectations (and beat them)
Do you ever wonder why your friend didn’t love your movie recommendation after you gushed about it over lunch? It’s simple. Because you set the expectation way too high. It’s a similar situation when it comes to your clients. If you promise to deliver exemplary customer service, clients will follow up on this and expect nothing less than a perfect experience. Your clients only expect what you promise to offer. By setting a standard, your customers won’t be left feeling disappointed. A couple of ways to set clear expectations is through your messaging. For example: “We treat all requests as soon as they come in but it may take a few days before you receive an answer.” Ensure your messaging is clear and direct to avoid any misunderstandings or further frustrations.
Empower your clients
Who said that customers always need your help? Given the right tools, they can actually find the answer themselves most of the time. Not only will it be faster for them (and you), but they will probably also feel a sense of achievement once they’ve succeeded in solving the issue themselves. You can create an external knowledge base to incorporate into your help desk software, enabling your customers to find everything they need online. Include any tools that could be useful for them, such as tutorials, articles, webinars and videos. By providing your community with the right info, you will give them the chance to gain more expertise over your product or service.
However, make sure you’re not one of those platforms that are impossible to reach. You want to steer away from being perceived as a ‘robot’ company. Empower your clients and give them control by guiding them with a solid knowledge base, but also make sure that you’re available and easy to reach, if necessary.
Provide multi-channel support
Ensuring that your clients can contact you, from wherever and whenever they need, is crucial. If they want to update their billing information, for example, the necessary link or answer should be readily available on the relevant page. The longer it takes for them to find the right button or contact information, the more frustrated they will be once they finally do get in touch - and the higher your chances are of losing that client. The solution: be everywhere. That’s right - for your customers to find you at any time, be reachable on all channels, including directly from your platform, social media, phone and email. Sounds a little daunting? Explore Wix Answers for a convenient, all-in-one-solution that seamlessly brings all these aspects together, resulting in a faster and more efficient experience for your clients.
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