Customer satisfaction is essential for customer retention and customer loyalty, so how do you keep your customers happy? How can your business become more customer-oriented?
Be where your customers are
According to one study, 67% of consumers have used a company’s social media site for customer support. For most brands, this will be Facebook and Twitter, but some brands may find that their customers are also posing questions and support enquiries via Instagram, Pinterest, Google+ or other social networks. Regularly search for your brand in hashtags and mentions to ensure no dialogue is left unanswered – services such as Google Alerts and Topsy are free listening tools.
Respond with immediacy
The infographic below by Zendesk shows that most customers expect a same day response on social media when they post a question or a complaint. On Facebook and Twitter, 16% and 30% respectively expect a response within 2 hours! For most, they expect live help and for issues to be resolved immediately
Stick to one channel
Empower your team to resolve issues and requests without asking customers to switch between different channels. There’s nothing more frustrating than having to re-explain the situation to multiple people or to have to fill out forms on a website or call a different number.
Add a personal touch to your responses – sign off with your name, inject humour or empathy where relevant. Don’t be afraid to sign-off so customers are aware of your customer support hours. Go the extra step where you can.