October 2, 2016
Whether you’re a startup or a multinational corporation, customer satisfaction should always be a priority. Satisfied customers bring repeat business, recommend you to their friends, and will choose your business over your competitors when given the chance.
If you are a startup, it’s easy to keep track of all your customers’ needs. But as your customer base grows, it becomes more challenging to ensure every voice is heard. Your staff can only juggle so many emails and social media mentions on their own before they miss an important email and leave an important customer high and dry.
Luckily, there are a number of great technology-focused options that can help your growing business manage its growing customer service needs. Here are some customer service tools guaranteed to keep your customers smiling:
Help Desk Support
When sales managers request reports on the most common issues facing customers, does it take your business days of counting and crunching numbers to come up with the data? If it does, it’s a sign you’ve outgrown your manual methods and would benefit from help desk software. No more emails getting “lost” or “buried.” This software will streamline your communication and you’ll never lose another customer again.
It will also strengthen the chain of communication between your help desk and other departments leading to an increased quality of customer service. Helprace is a good example of software guaranteed to boost communication.
The problem with online businesses is that customers are disconnected from someone who can actually answer their questions in real time. Rather than watching potential customers click away from your site, consider implementing live chat software for support.
Live chat provides customers with immediate access to help, cuts down on business expenses by saving both employee task time and phone costs, and has been proven to increase sales. This eliminates bounce rates and makes sure shopping carts make it through checkout. Olark is one great example of chat software that can be useful for startups because of it’s competitive pricing and copious features.
Webinar software provides a unique way of staying in touch with your customers. It helps educate them on how to use new products, navigate a new site, acquire certain tools, or inform them on any new information about the company. In the long run, using webinar software will lower costs associated with phone calls and personalized customer care services. With this software, customers are more informed and will only pursue the most pressing of issues. Businesses can also benefit from webinar software by focusing on targeted leads.
Ultimately this will lead to high conversion rates. In some webinars, customers can chime in on the conversation. This one-on-one interaction is very effective in shaping a business as a brand that cares and helps and is not just concerned with sales.
One of the most efficient and economical ways to measure customer satisfaction is through the use of customer satisfaction survey software. Advanced survey software can produce the same survey in different formats to cater to a diverse customer base. Examples include online surveys, paper surveys, email surveys and even telephone surveys.
Customer satisfaction surveys are effective because they provide customers with anonymity. They also provide unambiguous insight into customers’ thoughts and their perception of products. By incorporating this software you can stay on top of customer trends through regularly scheduled surveys.
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