Your customer service strategy is the lighthouse for your customers, ensuring they stay on the right path and out of the rocks with your product or service. But how strong is the bulb in your lighthouse? Is it so bright that your customers hardly see the shore and keep sailing on, or is it not bright enough that some of your customers are still crashing into the rocks? One way to measure the brightness of your customer service strategy lighthouse is to calculate your company’s customer effort score.
If you’ve ever had your beach day rained out, you probably know that even with the best intentions and greatest computer models, we humans are not so great at predicting the future. So when it comes to customer support and satisfaction, it’s best to remove guesswork wherever possible; asking customers about their experiences with your organization will better inform the decisions you make in the near future. If you haven’t already, it’s time to start a customer feedback program.
It’s no secret that it costs 5 to 25x more to acquire a new customer than it does to keep a current one. It should also come as no surprise then that it’s much easier to sell to an existing customer than a new one. Marketing Metrics reports that businesses only have a 5-25% chance of selling to a new prospect, but they have a 60-70% chance of selling to a returning customer.
Website chat services have now become almost an expected part of any website you visit. You know, the little bubble that sits on the right lower corner of your browser, providing access to answers at any moment a question may arise. They’re ultra-convenient, and perhaps sometimes even a little aggressive, but they present a massive opportunity to service your prospects and current customers in a format many of today's website visitors prefer, and quite frankly, expect these days.
If you’re looking for a way to decrease the amount of customer support calls your business receives and provide an enhanced support process for your customers, a knowledge base is the perfect solution. Truth is, today’s customers don’t really want to talk to your support representatives after all. In fact, Forrester reports that 70% of them would prefer to simply log on to your website and get the answer for themselves. That’s where the need for a company knowledge base comes into play.
Today’s customers have high expectations for the companies they do business with. Reason being, we now have the world at their fingertips with 90% of us carrying smartphones in our pockets or purses at all times. When customers or prospective customers need an answer or a resolution to their problem they want it now, and usually, from their mobile device. Stats prove it too, with 63% of US adults reporting they use a mobile device to access customer service departments a few times a month. However, only 10% of those reporting positive experiences from those interactions. This shows we’ve got some serious problems out there when it comes to mobile-friendly customer support. So, here are a few suggestions of ways you can fix it for your business:
Customer service should be a key element of all business processes. But customer service as a whole is experiencing dramatic changes as your clients do more and more of their research and problem-solving online. Does your business know how you should be adapting your customer experience processes for today’s digital-savvy buyer? If we can’t convince you, maybe these 20 new stats regarding modern-day customer support will help you to reevaluate your current customer service approach.
Like most marketers, you’re faced with daunting challenges on a daily basis. Your webinars need more attendees. Your company demands more referrals. Not to mention you also crave a more engaged customer base.