Many consumers who are dissatisfied with a brand's customer service will simply walk away without complaint. But why risk becoming part of the negative statistics when you can implement an action plan to improve the quality of customer service ?
It will be up to you to develop strategies for excellent customer service that allow you to offer the best experiences at all times and stand out in the market.
In this article we show you 5 customer ethiopia email address service strategies to grow as a company, increase satisfaction rates and strengthen customer retention and loyalty . Keep reading and discover them.
1. Perform constant audits
Have you ever thought about what users face when they contact your company's customer service? Do they take a long time to be served? Is the treatment provided by the agents good?
Regularly listening to and analyzing users' phone calls – in addition to monitoring conversations on different channels – is one of the main strategies to improve customer service .
Consider assigning a group of people to analyze this material and provide feedback to improve processes. The purpose of conducting ongoing audits is to use your own communication systems to discover how interactions between your company and customers occur.
This process can be adopted as an action plan to improve customer service , as it represents the opportunity to bring benefits to all parties involved:
It will improve employee productivity;
It will strengthen some key aspects to increase customer retention and loyalty , and will establish parameters to improve the customer experience;
It will increase the quality of service.
Customer experience ( CX) is becoming more and more important in the market, which is why you must take steps to constantly work to improve it. Due to new trends, 88% of companies now prioritize CX strategies in their contact centers to differentiate themselves from their competitors.
It is worth noting that a properly conducted audit will help you identify the strengths and weaknesses that exist in the processes. This way, you will be able to make the right decisions at the right time to optimize customer service.
2. Customer feedback
Many companies want to implement strategies to improve the quality of customer service and boost their market growth. But how would this be possible without involving the opinion of key stakeholders?
Customers are those who interact with your brand and know the purchasing processes, customer service, technical support, etc. They are the ones who have had both good and bad experiences. Their opinion is very valuable because only they can tell you what you excel at and what you need to correct when serving them.
Knowing your customers' opinions about the service they receive is essential to understanding their vision of your business in this regard. So why not take advantage of this opportunity to connect with your customers ?
Feedback can be negative or positive . Sometimes it is praise for your brand and that can be very good for your reputation, but other times it is quite critical comments. The truth is that you should not let negative feedback discourage you, take it as an opportunity to correct faults and improve.
A study revealed that every ignored complaint means the loss of 26 customers for businesses. So why ignore customers when we can take advantage of their feedback?
Below we show you 3 good practices for collecting customer feedback :
Chat Ratings: End-of-conversation service ratings are the best way to quickly collect customer feedback and give immediate follow-up .
Monitoring social media: Social media is a channel that facilitates interaction with customers and should be used to its full potential. Users will generally try to communicate spontaneously with brands, but companies may also carry out actions such as surveys, questions or comments to obtain customer feedback.
