Customer satisfaction affects your company’s revenue significantly. Conversely, low levels of customer satisfaction mean your customer retention rates are also low. Research by Esteban Kolsky found that only one out of 26 unhappy consumers complained. The rest abandon a business. That means that businesses shouldn’t view the absence of customer feedback as a sign of customer satisfaction. 

With that in mind, can your company afford to lose 96% of unhappy customers? If not, learn the reasons for unhappy customers in the next section and find out how to prevent and solve issues that lower your customer satisfaction rates.

Threat 1: Lack of Real-Time Engagement

Often, customers need instant help, and sometimes, live chat isn’t enough. Instead, there’s a need to have face-to-face interactions or view the problem to provide the right solution.

23% of customers want face-to-face interaction for complex customer support issues, such as troubleshooting. Thus, it’s wise to engage your clients in real-time by leveraging customer engagement tools to improve the first contact resolution and deliver a great customer experience. 

To provide real-time engagement:

Threat 2: Lack of Communication

Communication is a vital aspect of every business. Through effective communication, you can share information with your customers and develop stronger relationships. 

Also, effective communication plays a significant role in the success of a business’ culture and customer satisfaction. However, while the concept of communication is quite simple, the actual practice is daunting when time constraints or angry customers are in the mix. 

Communication is a cycle, with a sender, a receiver, and the confirmation of the message. For example, you can tell your team member about a conversation you had with a customer, and then they respond to confirm they’ve received the message. It’s often simple conversations that can make or break a company. But what happens when there’s a lack of communication in a company?

When there’s a lack of communication in an organization between the management and employees or customer support team and customers, you’ll experience many issues, such as:

Poor communication is often the underlying cause of many problems in companies.

Threat 3: Transferring Customer Calls

“Your call is important to us. Please hold while we connect you to one of our customer support agents,” is one of the most frustrating responses a customer can hear.

Consumers hate automated responses. However, sometimes phone calls need to be transferred to get better responses. The sales and marketing department may also lack sufficient information about pending charges and bills.

Often, customers are kept in the dark why their customer support calls are being transferred. So instead, it’s crucial to explain the situation clearly. 

“Sarah, your phone call is being transferred to the ABC department so that you can get an appropriate response to your question.”

Without adequate information, customers might be fearful of a poor customer experience ahead. Handling call transfers efficiently is crucial to customer satisfaction. Your customers will feel more comfortable knowing they’re being redirected appropriately. And a correct response might be a conversation away.

Solutions to Customer Satisfaction

1. Listening skills

“When it comes to challenging customer conversations… don’t go to solution mode until you have demonstrated that you are truly hearing their concerns,” – Chad Horenfeldt.

Listening to customers can improve customer satisfaction. Excellent listening skills can help you collect important information related to your company. Gathering customer feedback is one of the best ways to understand how customers truly feel about your company and the products and services you offer.

To improve your listening skills:

The above listening skills can help you deliver a better customer experience, ultimately improving your customer satisfaction rates.

2. Know Your Customer

Understanding your customers should be the focal point of your company because meeting customer expectations and needs can help you deliver an exceptional customer experience. In addition, companies can quickly generate better results when they operate under a cyclical process of anticipating, spotting, and meeting customer needs.

Knowing your customers’ interests and preferences can help you connect with them better via personalized conversations that strengthen your relationships. For example, 48% of consumers expect special treatment for being loyal customers. When customers are satisfied with your products or services, they become loyal brand advocates sharing their experiences and success stories with their family, friends, and colleagues, ultimately improving sales conversions.

 Knowing your customers can improve customer satisfaction because:

3. Provide Omnichannel Customer Support

Omnichannel support refers to where the customers are. This type of support helps companies streamline all the communications across all mediums, such as social media, email, text, and instant messaging, and engage their customers seamlessly through their preferred channels.

Omnichannel communication allows companies to serve their customers’ consistent support across all touchpoints while delivering a unified brand experience that boosts their brand credibility. 

By delivering omnichannel support, you can improve customer satisfaction by:

Final Thoughts

As customer expectations and needs grow, the need to improve customer satisfaction also continues to increase. Leveraging customer satisfaction strategies, such as the omnichannel approach, improving your listening skills, knowing your customers, and delivering value, can boost your ability to provide personalized customer experiences.

Essentially, delivering a better customer experience improves customer satisfaction, ultimately helping you keep the customers you already have coming back. Building a customer base of loyal customers is worth the investment. That’s because higher customer satisfaction rates are directly linked to improved revenues for companies. 

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