Did you know that over 90% of dissatisfied customers will leave without complaining to you? Worse yet is, they’ll tell at least 15 of their friends how disappointing you are too!
As you might’ve already guessed, this can be highly damaging to your company. It can be so bad that it even puts you out of business!
Wondering how to increase customer satisfaction so you can keep running a successful business? Then here are 5 ways you can do that!
1. Have Omnichannel Support
As technology grows, there are more and more channels that your customers are on. So you need to make sure you’re where they are or risk disappointing them.
Do note that this doesn’t mean you have to be on every imaginable channel. If you try and do this, you might end up stretching yourself too thin and decrease the quality of your customer support. Instead, find out the main channels your customers are on and dedicate your resources there.
2. Have Better Training for Customer Support
Many times, customers will have a sour experience with customer service and then swear off a brand. To avoid this, you need to be meticulous with customer support training.
Make sure your employees are using positive words and that they’re actively listening to customers. There’s nothing worse than feeling like you’re ignored or misunderstood and your workers should have this in mind when they’re interacting with customers, especially if they’re already upset.
3. Provide Self-Service Options
Sometimes, your customers will need their questions answered when there’s no live agent around. So you need to give them self-service options so they don’t remain frustrated.
A great way to do this is through interactive voice response (IVR). Just make sure that your IVR scripting is optimized so it doesn’t frustrate your customers any further.
4. Regularly Engage With Your Customers
To be an impressive brand, you have to regularly engage with your customers. This shows that you care about what they have to say.
This doesn’t just mean giving thanks to good reviews either. Negative ones are actually a great place for you to show potential customers that you can handle anything with grace. And in some cases, you can even change the minds of upset customers and get them to not only return to your brand, but to retract their bad reviews.
5. Ask for Feedback
Again, there’s nothing worse than feeling like you’re not heard. Customers will definitely feel appreciated and valued if you ask for their feedback, which will improve the customer experience.
But make sure you actually do something with this feedback. When people see that their feedback was taken into consideration and chance was made as a result, that’ll put you high above your competition.
Know How to Increase Customer Satisfaction
If you were wondering how to increase customer satisfaction, then we hope this article has given you some good insight. From implementing omnichannel support to asking for feedback, all of these steps will keep customers coming back to your brand.
For more articles like this one on how to improve customer satisfaction, make sure you check out the rest of our blog page now!