Creating an amazing customer experience starts with putting the right practices into place. The way your customers experience an interaction with your business or website is what paves the way for loyal buying behavior, positive word of mouth marketing, and customer satisfaction.
From better support for your customer base to seeking out customer feedback, here’s a look at a few ways you can create an amazing customer experience.
Simplify your phone menu
When your customers call your business, it’s probably easier for you to offer an interactive voice response system where your customers can choose from a menu to speak with the representative they need to reach. You can optimize your customer experience by limiting the options to just four or five with the common choices being placed first for easier access.
You can really optimize this experience by offering the option to speak to a live agent at any point in the menu.
How is your support?
One of the key practices for making the customer experience better is to offer multi-channel support. Some customers prefer to call and talk to someone on the phone, but others want to deal with your company through live chat or social media.
Many customers just want to send in an email and get a return call.
Having multiple channels to communicate is essential to cover a wide range of customer types and personalities. Make sure all of these channels are efficient and consistent by training your staff to handle each method with care.
Do you really know your product?
Your product or service may be wonderful, but do you really know it in and out? Most inquiries can be handled by an agent if the knowledge of the product or service is there.
Make sure your call centers have in-depth knowledge of what you sell and have your customer service department work with other departments to go over the details extensively.
Do you make use of technology and call backs?
Speaking of multi-channel communication and support, are you utilizing call back technology? It’s important that you return messages from your customers, and it’s easier than ever to do with technology.
Have agents available that track when a customer needs a call back so that your customers aren’t stuck on hold for long periods of time or wondering when their message will be returned. Customers that are put on hold and get the option to hang up and receive a return call will be much happier with the experience.
Acknowledge your customers
Another important thing you should be doing is acknowledging your customers when feedback is received. While the easiest way to do this is to ask for your customer’s participation in a survey or other forms of feedback, you should also take it a step further by sending a “Thank you” via phone or email.
Make sure it’s sent immediately even if your customer didn’t have anything nice to say.
Finally, be sure that you are serving your customers with a proactive approach. Provide information before they have to call you by sending out personalized emails or setting up prerecorded voice reminders on the status of an order or a payment balance.
Your customers will appreciate the decreased need for phone calls and working with an agent.
If you want to excel at your customer experiences, you should use these tips–which are some of the top practices for wowing your customers.