Simply put, everything that a buyer experiences from the product decision-making process to how the buyer feels post-purchase refers to CX or customer experience. Understanding how a customer feels or experiences is essential for businesses. One of the best ways to understand exactly what the customer is experiencing is to have a more customer-centric and customer-friendly business approach. Businesses should take into account various things like how a customer feels about a certain product or service, how they feel about the help desk assistance they receive, etc. to get a better understanding of a customer-centric approach.
What is Customer Experience and Why is Customer Experience so important?
Someone once said that with advanced technology comes a greater need to connect back and cherish human value and customer service does exactly that. It helps businesses connect back and form bonds with their customers despite the growing digitization. Having excellent customer service can benefit businesses in various ways. Failing to provide an efficient and positive customer experience can result in numerous disadvantages. Customers now have options for similar services now more than ever. And the only thing that helps them choose your brand over another for a similar product is the quality of customer care services your business provides. Due to the availability of options customers now have more power than ever before. Having strong help desk assistance not only helps businesses cater to the various needs and expectations of customers in an era like this but also helps them maximize their revenue.
Important stats that will help you understand the impact of a great customer experience
How to deliver great CX?
Make use of efficient customer relationship management systems
Having an efficient customer relationship management system can make all the difference in the world. It helps businesses optimize their customer care operations in an efficient and effective manner. CRM tools are one of the best tools through which businesses can satisfy their customers’ expectations. Customer relationship management systems like Kapture help businesses significantly reduce help desk management costs and also improve productivity levels in customer service agents.
Keep your customer care doors open 24/7
In traditional customer care services, the registration of help desk tickets is usually limited to certain hours of the day. Every time a customer faces a product-related issue, he/she has to wait till office hours to raise a help desk ticket. Limited hours of customer service can lead to customers not raising a help desk ticket at all. This can not only lead to lower customer satisfaction levels but can also push a customer towards switching to a new and different brand. Keeping customer care services open 24/7 is not only essential but also beneficial.
Conduct post-purchase follow up sessions
Another thing business these days seem to miss is conducting post-purchase follow-up sessions. Getting back to a customer after the purchase is extremely important to understand how the customer feels about the product or service. This can also be an excellent way of taking feedback directly from the customer itself. Reaching out to a customer post-purchase evidently showcases the kind of value that the business holds for their customers, this not only results in a great customer experience but also increases CSAT scores.
Take feedback implementation seriously
Collecting feedback is necessary but what is more necessary is implementing the collected feedback. Feedbacks can be a great source of customer data. It helps businesses better understand how a customer feels about a certain product or service being provided. Negative feedback should be taken seriously above all. The collected feedback also helps businesses build better and more successful sales strategies to maximize their profits.
Provide self-serve option
According to American Express, more than 60% of US consumers say their go-to channel for simple inquiries is a digital self-serve portal. Self-service platforms act as an electronic automated helper for customers looking for answers. These portals help provide immediate customer support assistance anytime, anywhere, and also save time and reduce human labor. In addition to this, they also allow customers to take care of their needs on their own, making them more independent.
To know more about how you can improve your customer experience using efficient customer relationship management tools like Kapture click here for a free trial and don’t forget to check out our flexible pricing plans that suit businesses of all sizes.