As the Internet becomes the world’s largest marketplace and continues to largely replace traditional brick and mortar retail stores, consumers have never had more options then they have right now to purchase a product from any retailer who may be selling the product. In short, if you want to buy something like shampoo, you can buy it from Wal-Mart, Target, Amazon…the list goes on and on and on.
So how can a company stand out and make themselves more distinguishable amongst this thriving, competitive atmosphere? They need to have excellent customer support service, which includes having things like secure customer solutions. Studies have revealed that an overwhelming 91% of customers do not return to a company once they have had a poor experience. How can you tell if customers are actually happy with the customer service you are providing them? Here are a few good indicators to look for.
Are They Returning Time and Time Again?
If a customer is returning to patronize your business repeatedly, this may be the single most important indicator that you are providing excellent customer service. This is why having things like a well-designed knowledge base matter so much in terms of helping to keep things running smoothly. If a customer is able to solve a problem on their own because your database was automated and easily searchable, then your customer service department is, from an operation standpoint, headed in the right direction.
Do Your Customers Want to Connect Online?
If your customers genuinely enjoy not only the product or service you provide, but the customer service experience you provide along with it, you will quickly realize they want to stay in touch online, most likely through the format of social media. Having excellent configurable customer support software allows you to manage your social media presence and stay connected to your customers by not only responding to their reviews and messages, but also informing them of new products and services that will be offered.
Your Customers Will Complain Far Less
When you take the time to automate your knowledge base, it will greatly increase the number of customers you are able to help in a designated period of time. Everyone loves being helped in a more time sensitive manner, which means you are far less likely to hear your customers complain that your customer service department is taking too long to solve their problems. The more efficient the internal processes are that keeps your company running, the happier your customers, and even your staff, will be.
If you want to know more about how to use configurable customer support software to increase your customer satisfaction, contact the PhaseWare team today and one of our team members will be happy to answer any and all of your questions about how we can help grow your business.