Three Ways to Improve Your Customer Experience Today
By now, you’ve probably heard all of the reasons a great customer experience is so important. If you haven’t, or want a refresher, check out this infographic from Zendesk on Why Companies Should Invest in the Customer Experience.
The stat that sticks out most to me is that 82% of people have stopped doing business with a company due to a bad customer service.
You know the why, but what can you do to ensure you aren’t lagging behind? Here are three incremental step to improve your customers’ experience.
1. Simplify your automated attendant
Better yet, get rid of your auto attendant. Have you ever called to get help, listened to the entire menu of options and discovered the option you need isn’t there? If you can’t manage without your auto attendant, only give customers one or two options to get them to a live voice as soon as possible.
2. Answer the phone in a friendly way
When that voice answers they better be friendly and helpful. Make sure every person answering your phones knows the importance and value each customer has to the profitability of your company. A quick tip we give our Account Support Reps is to answer the phone with a smile – customers can hear that.
3. Ask how you are doing
Many times customers won’t proactively tell you they’ve had a bad experience. An anonymous survey with a few simple questions may uncover issues that can be addressed. Apps like Client Heartbeat and Clicktools give you instant feedback so you can take instant action.
Keep your customers for a lifetime with diligent and thoughtful service. Find greater success by using these three tips to improve your customers’ service experience.
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