For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word.
That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.
The tricky thing is, CSAT scores can be affected by a wide range of activities in the call center. By analyzing your data and customer feedback, you can pinpoint problem areas in your processes and boost your score!
These 6 tips are great launching points for improving your customer satisfaction.
DID YOU KNOW?
Customer experience is overtaking price and product as the most important brand differentiator for businesses. – SuperOffice
1. Gather and utilize customer feedback.
If your customers have concerns, ask them what they are! This is commonly done through surveys and questionnaires. Most companies choose to request this information after an interaction, while the experience is still fresh.
Once you gather this feedback, be sure to act on it! Identify common concerns and trends between responses. This will help you prioritize the areas to address in your contact center.
2. Offer omnichannel support.
The voice channel remains the most popular choice for customers seeking support. With that said, consumers are looking for businesses that will offer them options and flexibility.
By offering support on multiple channels, you can serve customers in a much more cost-efficient way by freeing up your phone lines for more complex inquiries. Live chat, email, and social media are all considered standard offerings and your customers expect seamless service, no matter how they connect with you.
3. Empower your agents.
One of the most common customer complaints is having to deal with an agent who cannot solve their problem. This can be due to a variety of reasons, from lack of training to role restrictions.
By empowering your agents with the proper tools and knowledge, your customers will receive better service. What’s more, giving your agents more autonomy can greatly improve their satisfaction levels as well!
4. Adopt a call-back solution.
Customer frustrations often surfaces even before they connect with your agents. We’re talking of course about long hold times.
Call-back technology is one of the simplest and most cost-effective ways to mitigate long hold times. This way, your customers can go about their day rather than waiting in a hold queue. When an agent is available, they will receive an automated call-back. Easy!
5. Reduce friction in the customer journey.
The world is moving faster than ever, and your customers won’t wait for you to catch up. That’s why it’s important to regularly audit your channels from the customer perspective.
The goal is to make the process as easy as possible for your customer to complete their objective. Are your support options easy to locate? Are your IVR channels clearly indicated? Does your setup address the most common needs of your customers? Consider these questions as you conduct your analysis.
6. Respond to customer complaints.
Customer complaints are unavoidable. You can’t please everyone — but on the bright side, this feedback can help you identify problem areas in your call center quickly.
Don’t leave complaints unaddressed. Ensure they are answered immediately in a professional manner. Templates are great for streamlining the process, but if your customer feels like they’re getting a cookie-cutter response, they won’t be impressed. Train your agents to tailor their responses to customers.