Customer Satisfaction has never been so important as it is nowadays. So far, every day in 2020 shows us that customer service in conjunction with customer support form a powerful tool which could contribute to the success of your business. 66% of customers (sample of 1000 customers) said that the COVID-19 crisis has made them value the role of customer service employees more.
In spite of the global pandemic, a lot of people rediscovered that they can do groceries without leaving their cozy and safe houses. Ahh, they’ve even understood that they don’t need to visit the office to get work done. Because of that, a massive amount of employers started to work remotely, using brand new internet tools. As so, the pandemic has verified which companies:
- have a great customer service team,
- have a great customer success team,
- care about customer feelings,
- care about customer health.
Unfortunately, for some businesses—both small and as well as for huge corporations—it turned out to be their Achilles’ heel. Why? What happened? This blog post could be a solution to this problem. Let’s talk about 5 tips how to increase your customers’ satisfaction.
1. Encourage your employees to care for the customers.
Whenever I talk with anybody who works as a customer success manager, customer support agent or takes care of whole customer service team as its leader and I ask if they have at least once sent a message to the customer with a question like:
- “does everything work correctly?”,
- “can I help you with something?”,
they react like that:
It means that they’re waiting for the moment in which the customer makes the first move and only then ask them a caring question. Changing this attitude could be disruptive not only for your company, but it could also have a direct impact on your customers’ satisfaction.
People like to feel that they are under somebody’s care. I know that you are happy because someone has become a new customer of your SaaS or decided that your company would be the main vendor but remember that you could lose it faster than you think. What if one of your customers feels abandoned and forgotten? How will a customer like that ever trust your company? You can easily avoid this by sending a simple message in which you ask your customers if everything works fine, do they need any help / came across any problems. There are various ways to reach out to them with messages like that frequently appearing on channels like:
- Live Chat
- Pop-up message which occur when user visit website
- Direct Social Media communication
2. Personalize your communication
Personalization is important—it’s a non-arguable fact. But it’s also a really catchy thing because people often identify personalization only with calling someone by their name. However, it’s easy to forget that not everyone likes to be name-called by foreign people on the Internet. And that’s your the most critical mission: make research to answer the question whether your customers are OK with that. But is there any other way to personalize communication? Let’s take a look at some examples. What if you’re not allowed to use customers’ names:
- Try to send them emails, messages etc. which contain the name of their company—at first glance it could seem not to be rocket science, but trust me, it could be a quantum jump in building relationship with customers.
- Try to include information about their working environments in your communication. If you are preparing messages directed at people working in the account management team, then make sure to write something about it at the beginning. Show them that the message is strictly aimed at them and that it’s most certainly not a spam.
- Pose a single question which proves that you care about the recipient of the message. “I hope that you are doing well?” “Everything works fine?” “Have you got any other questions?” “Can I help you with something else?”. Remember: build a relationship whenever you have the occasion.
3. Conduct customer satisfaction surveys
There are so many ways to measure customer satisfaction and how they perceive your product or services. Some of them are simple and fast to launch, like CSAT surveys (customer satisfaction score – CSAT score). We’ve written about it here. I encourage you to check out that blog post – you won’t regret it!
Another popular technique to measure customer satisfaction is NPS – Net Promoter Score. But what is Net Promoter Score and what type of information it provides?
Net Promoter Score (NPS) is a benchmark which measures how likely customers are to recommend your product or service to their friends.
Here are some of most popular questions which used in NPS surveys:
– On a scale from 0 to 10, how likely are you to recommend our business to your friends?
– On a scale from 0 to 10, how likely are you to recommend our product to your friends?
– On a scale from 0 to 10, how likely are you to recommend this workspace to your friends?
– On a scale from 0 to 10, how would you rate our customer service?
Of course you can also pose a open questions, like:
– What in your opinion works best in our dashboard?
– What options are the most important to you?
– What was missing in your experience with our company?
– What can we improve?
Answers to these questions give you an overall view about your customers’ satisfaction. It’s a great way to research what works well in your company, and what needs to be improved or changed.
4. Offer omnichannel support
Social Media, email, the company’s website, call center, live chat, and the list goes on… These are only some channels which I always use when I need to contact with some companies. If I don’t receive a response from someone on Facebook, I move to the live chat and try to get help from the support team there. What’s the key finding from this short story?
You should offer omnichannel support to provide as much support to your customers as it is possible. You can’t predict which channel is more convenient for people so the best option would be to cover all potential channels on which your customers could contact you to get support.
5. Let people leave their feedback
And the last tip from me may seem very straightforward at first glance, but in reality, it’s not so obvious. During different conferences, events and meetings, I had multiple occasions to talk with different people who run their businesses: small, medium and large. They state that customer satisfaction is enormously important for them, but when I asked them:
That’s great! But do you allow your customers to leave their feedback about your business?
They react the same as in first tip from this blogpost:
I genuinely believe that your business is excellent and you have a great idea how to run it properly, but remember that without people your company won’t grow. Nobody will come back to you with such excellent and precious feedback as customers! Listen to them, talk with them and try to implement the best solutions which they propose.