Keeping your customers happy and satisfied with your service or product should always be your number one goal.
And we know how important it is to keep that at the top of your mind.
We also know it isn’t easy to always give customers the ideal experience they’re after. But if you’re reading this article, presumably you’re likely having success.
You’ve already decided to emphasize the need to track your customers’ satisfaction with the help of a customer satisfaction score (CSAT.) And if you’re doing really well then that score is likely above a 90! That’s great!
But how do you keep it there? Or if you’re not scoring so high already, how do you even get up there to begin?
Happy customers are loyal customers, and with the costs to acquire new customers always on the rise, it’s important you’re able to keep the ones you have happy and coming back to you.
In this blog we’ll go over a few ways you can go about keeping your metrics up and how you can start working to improve.
It’s easier said than done, of course, but you need a game plan.
What metrics are you already tracking? What can those tell you about how your customers are feeling?
Look at the KPIs your support teams are keeping track of and analyze which ones need to be part of your improvement plan. From there you can begin to tackle each one on it’s own and form other goals along the way.
But you have to remember that those metrics are fully dependent on the customer experience you have created for your customers. Your customers have specific expectations they want met when they come to you for support.
Just think about what you expect when you seek out support. You’re probably hoping for:
- Minimal wait times
- Accurate responses
- Personalized interactions
- And a smooth process
Sounds easy, but the execution can be difficult. When your teams are being inundated with hundreds of tickets a day and can’t finish a queue or when they don’t have access to information they need to share, the experience for your agents is bogged down.
The perfect formula is a quality customer and agent experience that allows for the things you expect of yourself as a customer.
2. Watch Your Customers
The worst thing you can do is be in the dark about what your customers think of you.
Whether they talk about you on social media, are leaving reviews on Google, or are telling you straight on customer satisfaction surveys, you want to keep track of it all and do some reading research of your own.
You might find that customers are way more abrasive in their tweets about your organization compared to their reviews. Or maybe you have good online reviews but aren’t feeling the love in your customer surveys.
Regardless, you need to know what customers are saying. Online reviews will tell you more about what customers are feeling since they aren’t being asked directly about satisfaction or specific interactions. You can even proactively resolve issues you discover through these reviews. See something that hasn’t been addressed? Change that customers experience by helping them do something about it.
You’ll also gain valuable insights from all of your user surveys. You’ll want to be sure to allow customers to explain their ratings and offer suggestions on how your customer service can improve. And, don’t be afraid to change up your surveys as needed. Maybe the question you’re asking is confusing or needs to be clarified, but we’ll get more into this below.
3. Revisit and Reiterate
The happiest customer is a customer that doesn’t have a complaint or concern in the first place. So, wherever possible, employ proactive customer support. Have an FAQ section on your website, ask for feedback, engage with and listen to your customers. That way you can lessen the load on your customer support team while boosting customer satisfaction.
Along the way, don’t be afraid to change how you go about seeking customer feedback.
As we mentioned above, creating the perfect customer satisfaction survey can be a bit of a science. You have to be sure you’re asking the right question in a way that is understandable and does not lead to confusion in how you would respond or in how you interpret it.
Customer satisfaction surveys are only valuable if you’re asking the right questions, in the best way, at the right time. So when you find something that works, you want to be able to do it again and again to get the same positive results.
If you’re not getting positive feedback then you may consider rewriting your questions or asking at a different point in your customers’ journey. You may find that you just aren’t asking what you mean and need to take a different approach.
No matter what you do, remember to revisit and reiterate to see progress.
4. Provide the Right Tools
As important as it is to ensure your agents are on the same page when it comes to support through training and enablements, what tools are you giving them to do a good job at their jobs?
A major part of maintaining high CSAT scores and good customer metrics is simply having a customer support team that’s efficient. Think back to what you want in a customer support experience: you’re hoping for speedy answers that are accurate and that feel like they’re from someone who cares.
But how do you provide that experience when agents have a long queue to get through? Or when they’re replying to the same ticket over and over again and can’t get to the unique ones?
With the help of customer support AI!
Think about it. If you’re the type of business that deals with orders or account activations, how many times are people coming to your support center looking to find order status information or account retrieval information? It’s probably a lot. And of the tickets coming in, how do you know where they go? Is someone manually labeling? That’s a hefty task.
With a tool that enables agents to reach more customers and serve them well, you’ll be able to eliminate mundane tasks that take too much time all while giving customers the quick answers they need. You’ll create a customer experience that provides high customer satisfaction and an agent experience that reduces churn and keeps agents around.
Customer support AI enables your agents to leverage your organization’s collective knowledge to find answers for customers. From your customer knowledge base to any internal notes kept by individual agents, there is a way to be able to use it all to serve your customers.
Gone will be the days of agents not knowing where to find specific information for customer inquiries because with AI, they’ll be able to surface the knowledge they need with ease and provide customers with solutions that improve your metrics and KPIs.
AI for Customer Support
If you’re committed to keeping your support team’s CSAT scores as high as possible with the help of AI assisted customer support, then Forethought is the best place to find your solution.
Our AI for customer support uses natural language understanding to understand the intent of your customers when they’re seeking support answers. It learns by taking your knowledge bases and past support tickets to learn about your customers and what they come to you for the most.
Still have questions?
Feel free to browse our customer case studies.
Or if you’re ready to learn more, book a demo.