Customer service is one of the most important aspects of any business. Having satisfied customers means they will want to come back. On the other hand, if customers aren’t happy with the service your company provides, you might lose them. Find out about strategies you can implement to improve your customer satisfaction.
24/7 Live Chat
When you call for customer service, you’d probably prefer to reach a live operator rather than a recording. Providing customers with live support 24 hours a day, 7 days a week can help you retain more customers. To cut overhead costs, most companies with 24 live assistance use an answering service. These services can provide your company with the support needed to make customers feel heard round the clock. That can ensure you never lose another customer to a complaint that went unheard. Plus, many people like it when there’s a personal touch to customer support services.
Examine Complaints and Compliments
It’s common for customer service departments to focus on complaints, but it’s also a good idea to take note of compliments. Keeping a log of frequent complaints can help you figure out how to improve aspects of your business while tracking compliments can tell you what you should keep doing. When a compliment comes up again and again, it can be a sign that you’re on to something good.
Utilize Survey Data
Customer reviews can be a great way to get an overall sense of how likely customers are to return. Reviews can also provide data that may help steer the future of the business. For example, if more customers report loving one aspect of a product or service and disliking another aspect, it may help you revamp that product or service to focus more on what people like or fix what people dislike. In addition, survey data can help you refine operating hours, find out who are the most helpful employees and determine when is the best time to re-market to returning customers.
It’s so important to make sure your customers are satisfied because they’re the mouthpiece for your product or service. When your customers are satisfied, they might be more likely to speak positively about your company to others, even if they didn’t initially have a good experience. Adding 24-hour live customer support, paying attention to complaints and compliments and making use of survey data might bring the boost your business needs.
Author: Andy Quayle
Andy was born in the Isle of Man and currently lives in Pittsburgh.
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