The number one goal to any customer support team for a roof replacement business is to always eliminate friction between a company and its customers. When you properly align your business goals with those of customer success, you can increase the impact you have on your customers and significantly reduce the amount of friction you can get from customers. Businesses should always work their level best to ensure they give the best customer service and go above to delight their customers. Customer surveys should be the order of the day to ensure customer demands and requests are fully met.
Here are some of the surest ways to reduce customer support friction and maximize on the growth of an organization.
Provide multiple channels for customers to access support
There is nothing more frustrating for a customer than them being forced to travel across one platform to another in need to access support services. If a customer is facing an issue and they are using a computer, it would make a lot of sense for them to contact support via email or live chat than having to pick up their phone and make a call. When businesses have multiple channels for customers to get the support they need, it can be a game changer. Add platforms such as live chat, social media as well as other places where customers are most likely found.
Make online purchases efficient
You need to make it easy to purchase and cancel orders online. Customers typically like to do as much as they can on their own. They appreciate independence and would rather spend valuable time fixing problems on their own as compared to speaking with support reps. You need to implement a simple online purchasing process that makes it easy to place, fulfill or cancel orders easily for your customers. Customers will always appreciate the option of being able to browse through products from the comfort of their homes. Ensure you can also implement one click process to purchase and fulfill orders.
Build a knowledge base
A knowledge base is an online database that includes a library of information about a specific company, its products, services as well as any related topics. This data can be collected and stored through artificial intelligence or even get to be manually uploaded by experts. Several companies have knowledge bases available on their websites and can be used by employees and customers. Knowledge bases are helpful as they eliminate the need for customers to contact support reps on simple issues.
Provide value through content
Everyone loves free content and your customers are no different. This believe is further proven by inbound marketing which includes three main aspects including attracting, engaging and delighting customers. If you can provide value at each step, you stand a better chance to turn strangers into visitors and leads, which can easily be converted to customers. Free content represents a great way to provide value for your customers at each stage of a business. Additionally, when building products and services, do so with customers in mind.
It is one thing for towing service businesses to claim to put customer first, but how to make decisions about what, when and how to sell products and service to customers becomes extremely hard if you don’t know what your customers want. In an attempt to become more focused on customer, an increasing number of companies and businesses are embracing the use of data to deliver better experiences for customers. Advances in big data technology has made this to be possible. Research has shown that data driven organizations are growing at an alarming rate. Big data has become an invaluable tool for creating value in business. It eliminates the reliance on gut feeling when making business decisions as organizations rely on analytics and feedback to make better conclusions.
Customer insights refers to interpretations on qualitative and quantitative data that ate gathered from customer feedback and other informational sources. These sorts of data are compiled and analyzed to form business decisions. The goal is to identify behavioral trends with the aim of improving on the effectiveness of marketing, sales and other service initiatives. With a deeper understanding of customer psychology, preferences and behavior, businesses can resonate well with customers and serve them to the best way possible. All this is meant with the sole aim of improving on customer experience and driving revenue numbers up.
Here are some of the ways and methods you can use to gather customer insights.
Perhaps this is the easiest way to get customer insights. It simply involves asking your customers what they think on a particular subject. Getting questionnaires in front of your customers can lead to powerful take-aways that can be applied to improve on business decisions. You will need to overcome some challenges as this mode alone may not give you a full picture of true expectations. Some of your customers may be afraid or just unwilling to share their true opinion or fail to give the right feedback on the information you are looking for.
When it comes to customer sentiment, there are methods such as Net Promoter Score and star rating that are very important than surveys. With these methods, you simply ask customers to rate how they feel about a certain product, service or experience. With the feedback you get, you can begin to measure customer satisfaction with any digital experience. These types of feedback are very effective when it comes to checking app performance, on page settings, among others. When testing a product or service online, you can interact with customers and record their feedback and sentiments.
Third Party Data
If you lack access to large amounts of customer feedback to make decisions from, you can draw vital insights from market research that is performed by larger organizations with wider audience. Being aware of customer trends in your industry can be vital in helping you understand the pains and problems your customers face and this can help you in crafting better campaigns, developing new products and services and basically serving customers better.
Business referrals happen when someone in your network recommends a business such as towing service to a new prospect. This may happen spontaneously during organic conversations or just as a result of referral marketing efforts. If you can provide great customer experience, word of mouth referrals is bound to be happening naturally. With referrals, you will be broadening your sphere of influence by tapping on the circles of your referrals. Referral prospects will also be coming with a better perspective about your business because they have been given some prior knowledge too.
At the core of referrals, you identify individuals in your sphere of influence. These can be existing customers, business contacts as well as friends. You work to cultivate and invest in those relationships and delight them whenever you can. Here are some of the sure ways you can get referrals for your business.
Word of mouth is one of the most powerful ways to propel referrals for your company. It is largely depended on loyalty, and that means that is something you must earn. If you want to get your customers raving about your products and services, then you must delight them. Go above and beyond for your customers to help them achieve their goals. Ensure for every service you offer your customers; you meet and exceed their expectations. Help them to solve their problems all the times.
Make experiences sharable
If you want your customers to share referrals, you must give them a reason to talk about your company. As you work on your daily tasks, you must constantly be innovating on your customer experience. You want to delight your customers but also ensure you can put yourself on top of their minds. Stories are very powerful and if you can give them such, they will be compelled to share their experiences with their friends. Understand where the customer is at and what pains them most. Identify what success looks like to them and find key areas to solve their issues.
Look for opportunities for positive response
The best referrals come as a result of customers having had the opportunity to experience the value of what you are capable of delivering. To set yourself up for success, you need to keep your customers up to date on day to day outcomes and the things they can achieve with your products and services. This will start with a good onboarding process so that customers have clear expectations on what a business can deliver to them. Keep them always updated on news and changes happening in your business.
Act on positive feedback
In order to accumulate more referrals for your business, you must prove yourself that you are worthy to receive them. To ensure you can meet and exceed the needs and expectations of your existing customers, it is important that you regularly collect and act on their feedback. You can use tools such as survey monkey which is an online software to collect important feedback from your customers.
There is no single doubt that social media is a very powerful tool that can be used to propel businesses to next level. It is great for engagements and acquisition and also acts as an ideal channel for customers to ask questions and seek clarifications while interacting with a brand. Research has shown that social media is the preferred customer service channel for people under 25. Nearly two thirds of the world’s shoppers message a business on social media with the intention of making a purchase. If your business is active on social media, then your support team needs to be prepared to handle all customer inquiries. Doing so will help in creating a more complete customer experience which helps in boosting your marketing and sales efforts over time.
Here are some of the sure ways you can use to train customer support teams on matters social media.
Create omni-channel support systems
If you adopt a new support channel, it can be a daunting experience for some customer service teams. Some of them will need to redesign their ticketing systems and will also need to train their reps on how to support customers using those channels. It is very important to have an omni-channel support system. With this type of system, all your service platforms will be linked together to support tickets. Doing so makes it easier to adopt new channels such as social media because reps can access what they need via shared inbox to keep track of all open cases.
Prioritize quick responses
83 percent of businesses expect businesses to respond to social media inquiries within the shortest time possible. Nearly half of these people expect to get a response within an hour. However, research has shown that 45 percent of brands take more than five days to respond to customer complaints with 49 percent of social media complaints never answered at all. Responding to customer issues presents a valuable opportunity for brands to stand out as they can respond to customer inquiries faster than their competitors.
Log previous support cases for future use
Support cases will always be valuable pieces of customer data. They give information about an individual customer experience and customer base as a whole. If a customer has a problem and it gets solved, then returns with the same problem in future, it helps to have their past support ticket on hand for reference. Having it will save both you and your team from having to undergo through the previous troubleshooting steps, which would add more friction to service experience.
It is always important that you ask meaningful questions. When you are supporting customers on social media, sometimes you need to do a little more work diagnosing a problem than you would do on phone or with email. That means you need to avoid asking customers for sensitive questions. You always need to stick to asking meaningful questions and seek information that can help you solve a problem. Remember that your customer are watching everything you do.
When it comes to designing and redesigning a website for a business, it is easy to get swayed away and forget the most important elements. You might get carried away the choice of color to use, the best shades, typography, fonts among others. We have billions of websites all over the internet and for your site to stand out, you must do more than just the basics. Your site should be designed for usability, it must be easy to use and you should give your users a memorable experience that makes them be interested to use your site. Here are some of the most important design elements and principles you need to stick with, to ensure your site works best for you.
While the appearance of your site is very important, most people will not be coming to your site to evaluate how slick the design is. They will need to complete some action or find some specific information. This means you should avoid unnecessary design elements and anything that serve no functional purpose. If you include all these unnecessary elements, it will just overwhelm your visitors and make it more difficult for them to accomplish the purpose on which they came to your site to do. From the perspective of usability, understand that simplicity is the best way to go about it. For simplicity, you must get spot on elements including colors, typefaces and graphics.
This principle is closely tied to simplicity. With visual element, it means you will be arranging and organizing website elements so that visitors cn naturally gravitate towards the most important elements first. As far as optimization for usability and UX is concerned, the goal here is to lead your visitors to complete a desired action, in a way that feels more natural and enjoyable. You can achieve all that by adjusting the position, color and size of certain elements so as to structure your site in a way that makes viewers drawn to those elements first.
It is important that you plan out an intuitive navigation on your site as it is crucial to helping your visitors find what they are looking for. Ideally, ensure that visitors land on your site and do not have to think extensively on the next step or action to take. Ensure you make their movement from point A to B as frictionless as possible. If looking to optimize the navigation of your site, ensure you get key issues right. First, keep the structure of your primary navigation as simple as possible. Include navigation at the footer of your site. Additionally, include search bar near the top of your site so that visitors can search by those keywords.
Ensure you observe consistency all the way. The overall look and feel of your site should be similar across all other pages of your site. Work to ensure consistency on backgrounds, color, schemes, typefaces as well as the tone of your writing. Have a couple of consistent layouts that you follow all the time.
Once you have created a killer product and you have identified your target market, it’s time for company growth to take off. It is important that you dedicate enough resources to retaining your existing customers as well as selling to new ones. This is the reason you need customer success teams to help your customers see the value you offer in your products and services. You need to create a process from the very beginning to end that fosters communication, trust and mutual growth. That said, customer retention refers to the ability of a company to retain its customers over time. It is a percentage-based metric that measures how many customers are retained at the end of a given period.
Customer retention refers to the ability of a company to retain its customers. It is impacted by how many new customers you acquire and how many existing customers churn a business face. Over the course of a given time, customer retention is measured by customer retention rate. Customer retention measures not only how successful a company is at acquiring new customers, but also how successful they are at satisfying existing customers. Having these metrics helps in increasing ROI, boosting loyalty and bringing in new customers. It is also easier and more cost effective to retain new customers than to acquire new ones. Returning customers spend more and buy more often and have a tendency of referring their friends and family. Only a 5 percent increase in customer retention can increase company value by 25-95 percent.
Customer Retention Management
Customer retention management refers to the process of maintaining relationships with your current customers to delight them long after they have purchased your products and services. In doing so, you will encourage these customers to remain loyal to your business. Customer retention is typically managed by customer success. The role of this team is to work with and delight customers throughout the process and duration of your relationship. Customer success teams should not only work directly with customers to improve and maintain retention rates, but also work with other teams within your organization as well.
Set expectations early
If you fail to set expectations and communicate those expectations early, customers can easily become upset. They might believe you will deliver on a certain level, while in actual sense, you fail terribly. At the same time, customers will be coming from very different businesses. One customer might feel that your prices are too high and thus expect a high level of customer service and expertise. If you fail to deliver according to their expectations, you might be setting a precedence for chaos.
You also need to communicate your results on a regular basis. Customers are more likely to stay with your company if your products and services are delivering results and ROI for them. You need to have a good system for tracking and reporting key metrics that matter to your customers and ones that are related to your business goals. Ensure you create a roadmap for future relationships.
Customer experience management is designed to take care of all customer issues. It is focused on the factors that contribute to a positive experience and looks to make that consistent for every customer. By doing so, your company gets the opportunity to generate delightful experiences for customers that improve brand loyalty. Good customer experience comes as a result of proper customer experience management. It includes defining what is important for the business and what you should aim at when it comes to meeting customer demands.
Customer Experience Management
Customer experience management is focused on overseeing customer interactions. It details a plan on how a company initiates or reacts to engagements at different entry points in a customer journey. The goal of the process is to increase customer satisfaction and drive brand loyalty. Management of customer experience starts with outlining a customer journey. It highlights the different interactions customers have with a business throughout their lifetime. Mapping this journey helps teams to identify key touchpoints which can have a significant and positive change on customer experience.
Customer experience management is important for different reasons. It helps in keeping customers happy during, before, and after a purchase. This helps teams in closing deals and preventing customers from churning after buying a product. 94 percent of marketers are for the agreement that engagement and conversion rates are higher when a business fully invests in customer experience management. Customer experience optimization is a crucial and important step for the success of any business. It is no longer good enough to make a great product, you also need to generate a complete and delightful experience to retain a customer.
Online Customer Experience Management
Online or digital customer experience management involves interactions you have with your customers on your website. You may not be able to physically see your customers, but you will be required to offer them invaluable digital experiences. Customers believe that their perception of your website or mobile app is very important in their decisions to recommend a brand. If you are not operating your entire company online, the look, feel and experience on your website will play a key role in acquiring new customers.
When it comes to offering seamless digital experiences, you should never underestimate the power of mobile applications. Customers turn to mobile applications when they need help making a purchase. However, there is a challenge because most brands either don’t have a mobile app or they don’t invest in the same. This means customers are subjected to a lot of work to find the key information they are in need of. Rather than treating mobile as a secondary benefit, your team should be looking at mobile applications as an asset that continues to gain a lot of traction over time.
It is clear that customer experience management to a business continues to be very important. There is a list of tools you can use to provide better customer experiences to your customers. These include tools such as CRMs, help desk, live chats, and social media. You can also introduce a ticketing system to create records of tickets that document customer interactions.