Customer Service Experience The Good, The Bad and The Ugly
But, in order for your customers to like you, you need to get to know them. At SuperOffice, we’ve helped thousands of companies use B2B sales, B2B marketing and customer service to improve the customer experience. Implement an effective customer service approach in order to boost sales at your company. You can accomplish this by quickly handling any issues that arise and ensuring that your customers are treated in a special way. At the same time, remember that referrals can work in a negative way as well. For instance, if you provide inadequate customer service, your customers may share their experiences with friends and colleagues.
It’s not just about answering questions, but building relationships and continually improving the customer experience. Poor customer support keeps you from retaining customers and employees. Forty percent of customers have stopped doing business with a company due to poor service.
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WalkMe is a customer experience management solution for businesses primarily interacting with customers online. A pizza company in Boston, Blaze, used Pi Day as inspiration to run a promo that offered a memorable and positive customer experience — it offered discounted pizza pies (get it?) for only $3.14 on Pi Day. If you’re curious about how this process works, take a look at the next section for tips on creating an excellent customer experience. You should also analyze the customer support tickets your support reps are working to resolve every day. If there are recurring issues among tickets, review possible reasons for those hiccups and how you can provide solutions across the board. An excellent experience leaves customers happy and more likely to become loyal customers who spread your business through word-of-mouth marketing — which can help you boost revenue.
Make sure your support team has the requisite customer data to craft a personalized customer journey. Respond to customer concerns and posts on social media (LinkedIn/ Facebook/ Twitter/ Reviews). Don’t forget to showcase your support team pictures and bios on your website. Show your customers that your company has real people working to cater to their needs. You must be familiar with the old saying “the customer’s always right”.
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Work early and late when needed, especially if your customers are in different time zones. Even providing customers with your physical address helps build their trust and reminds them that your company also exists off the internet. Your customers want to feel like they have access to real people, not bots and FAQs.
It has self-service features that empower users to find their own solutions, saving your support team time. It also has an extensive onboarding program, so your team can quickly get up to speed on the software. It also has customer feedback capabilities to determine NPS® for customer interactions.
This shows that although automation can improve customer service efficiency, it will never be able to fully replace what humans can bring into providing a great customer service experience. Businesses need to acknowledge this and strike a balance between the two for ensuring a seamless customer service experience. For example, someone booked an Ola cab for a specific distance but was wrongly charged by the driver, over and above the estimated ride fare. The customer complained about the same on the customer support chat, only to receive a flat response by the company’s customer support team taking no responsibility for whatever happened.
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