Increasing your sales, building more fruitful customer relationships (i.e. retaining more customers) and growing as a company all heavily rely on the happiness of your clientele. Dissatisfied clients are bad for business, period.
With this in mind, it is vital for businesses to pay close attention to their technical and user support services – one of the main channels in which companies must engage with their consumers. In this article, we will explore a number of customer support hacks that you can use to increase customer satisfaction.
Show some personality in emails
Customer support emails tend to be horribly lifeless and come off as insincere as a result. If you want to stand out from the crowd, add some personality to your support emails and it can make a world of difference.
Here’s what you should include:
- A courteous greeting
- A polite, down-to-earth attitude
- The employee’s name and face
- A signature that evokes positive emotion
This will help demonstrate your team’s commitment level to the customer.
Rectify bad customer experiences
Your company can have 50 glowing reviews, but it only takes 1 bad review to make potential customers question their decision to do business with you. Knowing this, it’s essential to mitigate the risk of a bad customer experience.
If a customer is unhappy with their support experience, you should be doing everything in your power to make up for it. In fact, studies have shown that compensating and apologizing to a customer who had a poor experience can increase their satisfaction by almost 40%.
Make every day ‘customer appreciation day’
To use a somewhat crude metaphor – customers are much like puppies: the more you reward them, the more they will keep coming back. If you want a sure-fire way to boost customer loyalty, show your appreciation when a customer discovers an issue or suggests an improvement.
Here are a few proven ways to reward your customers and reinforce loyalty:
- Send a handwritten note
- Give them special access to a product or service
- Contribute to a cause of their choosing
- Offer a free upgrade
- Offer a discount or gift card
Track and identify shortcomings
Improving your overall customer support also means having the ability to keep track of issues and identify any shortcomings that can be worked on.
Are your customers opening multiple support tickets in a short period? Have they been waiting too long for a response? Are you receiving a disparate amount of negative feedback in one area compared to others? Are your first contact resolution rates below average?
When you implement analytical tools, you can solve customer issues that weren’t immediately obvious using data-driven tools that show you exactly where the problem stems from.
Customer support is one of the most vital aspects of any business and arguably the most important factor in retaining customer loyalty. If you want to stand apart from your competitors, start personalizing your emails, reward helpful or loyal customers, make up for bad experiences and use metrics to identify poor performance.