Mobile devices play an important role when we talk about how to
improve customer satisfaction, as more and more people use them for searching info in Google and making purchases.
Recently studies confirmed that the number of people, using Google search on mobile devices is already greater than the number of people u sing Google search from their personal computers or laptops.
Mobile devices are the bridge between the real world and
e-commerce online stores.
They allow customers to browse your website and read reviews, make purchases and use the help of your customer support agents while being in another part of the world in the convenience store or taking a ride in a bus.
Nevertheless, the way people are using their mobile devices to contact the customer support of the online store they want to make a purchase in is gradually changing.
And if you use it incorrectly now, when it's all about customer satisfaction, your conversion rate will plummet and you won’t get positive marketing.
In the majority of cases, when a customer requires help, he uses Live Chat, available on almost every e-commerce website. In case, he doesn’t find the answer he was looking for he calls the store.
Thus, one customer is now connected to two different customer support operators, taking twice more time and resources to resolve the issue. What is even worse, in some cases online stores have a different database for each channel of communication, which is why customer needs to fill out the form twice and the 2nd customer support operator knows nothing of the customer’s interaction with the first one.
This results in irritation of the customer, who is on the verge of quitting his attempts to reach customer support and convert. Moreover, he may even leave a bad feedback on forums or website, specific to your nature of business.
Proactive websites are now using new way to improve customer satisfaction, forcing customers to call and talk to a live operator. Thus, more meaningful relationship is formed, where customer will feel much less irritation, while calling because he’ll be hearing a polite and positive voice, asking for the details of his account and calling him by name.
Given the situation described above, proactive websites need to consider the following customer experience strategies for 2016 to have an edge over the competition.
Key drivers to improve customer satisfaction
Uniformity
Keep in mind that customers need their experience to be consistent. You can achieve it by giving operators from various channels of communication an option to see the information client provided on any channel. This will spare customer the trouble of entering the same information over and over again, as he moves around the communication channels, trying to solve the problem.
Updated Technology
We are living in the era of ever-evolving technology, which is why we already have the option to keep other customer support operators apprised if one of them is already on the line or in live chat with a client. This will help you to avoid spending twice as much resources on the same problem.
Better Database
You need to create one database, which will be accessible to customer Support Operators from all departments. Thus, voice operators and live chat operators will see all the account information and e-mail of the customer.
This will greatly facilitate the issue resolution and your customer support operators will be instantly able to have an intelligent conversation with the customer, knowing exactly who he is.
IVR technology
Interactive voice response (IVR) has been around for a while now. It can be successfully used for those customers, who use voice channels to get an answer. Clear understanding of the customer’s problem or desire, obtained via will allow you to redirect call to the operator, that is best suited for answering it.
Use mobile apps to avoid data sharing
At the moment, there exist a lot of apps, using which client provides personal details to get easier access to the accounts or profiles that he needs. These are great tools to improve customer satisfaction. You can also make use of this apps, integrating them in your customer support system.
Thus, all the customer’s information will be immediately passed to the customer support operator, while the customer himself will only have to push one button to contact your company. Just imagine how pleasantly surprised he will be, when he hears: “ How do you do, Mr. Johns? May I help you with anything today?” instead of “please provide your order number”.
These are some of the simple ways to
improve customer satisfaction with minimal expense. Implement them and soon you will be pleased to see great results.
