The best customer service experience generates twice as much positive word-of-mouth as negative. That said, negative experiences are shared twice as often as positive, according to The Effortless Experience. If that’s not enough info to get you to focus on improving the customer experience, here are 3 compelling reasons:
- 71% of consumers have ended their relationship with a company due to poor customer service
- New customer acquisition is 7X more expensive than customer retention
- Businesses with 40% repeat customers generated nearly 50% more revenue than similar businesses with only 10% repeat customers
Now that you’re aware of the high stakes of poor service and the bountiful rewards when customers are happy, here are some tips as to how you can ensure you live up to or even exceed customer expectations:
1. BE EASY TO REACH
It only takes one negative experience to lose a customer forever, and worse yet, lose them to a competitor. In a recent survey by LoyaltyOne, 81% of consumers who reported experiencing a problem chose not to contact the business about the issue. You can combat this staggering stat by striving to make customer service as easy as possible. If your customers can get help quickly when they’re having an issue, they may see the process through and convert. In-app calling is when users can place a call from directly within an app over a data connection without the user of the native phone dialer. It’s is a simple way to provide the best support possible and will help decrease shopping cart abandonment. Here’s how:
- Your users can continue browsing and enjoy an uninterrupted UX while talking to support, instead of being kicked out to the phone and no longer being able to interact
- Long wait and hold times? Give users an in-app promo code or offer while they wait to keep their attention
2. DECREASE RESOLUTION TIMES
As a customer, there’s nothing worse than finally getting a hold of a real person and then having dig up account numbers and passwords. Or finally explaining the issue only to discover you then must be transferred to another department to do it all over again! Instead of providing that kind of customer support, which is essentially an effort to get people to get off the phone and give up for good, you can make the process easier for everyone involved, including your support team. Some cool in-app features like screen sharing makes it easy for your support team to do its job, while your customers don’t have to explain what they’re seeing over and over again. One simple tap of the screen will translate to the monitor of your support team. Calls won’t take as long because issues will be resolved in a more efficient manner, saving your team time and money and turning your CX efforts ROI+. Soon enough, word-of-mouth referrals will take off!
3. FIND OUT WHAT MAKES CUSTOMERS HAPPY
If you take calling in-app, you are afforded greater opportunities to engage with users and find out what makes them happy. For example, when a call ends, users are still in the app and you can customize what they see. After providing the best support experience, you can encourage users to rate you in the app store immediately, offer a post-call promotion, or even show a survey. The easier you make things for your customers, the more likely they are to help you out. The likelihood of me filling out a survey after I’ve closed the app is fairly low, but get it in front of me before I close out, and you may just have a chance. We all know that the more insight you have into what your customers want, the better the experience you’ll be able to provide. Taking calls in-app makes it easier to get that valuable feedback so that you can stop leaving money on the table. Before you know it, you’ll have gained a solid understanding as to when your customers contact you and why, so that your app can continue to improve and go far beyond the competition.