When a customer has a complaint about your organization, picking up the phone or sending an email won’t always be their first move. It’s become more and more common for customers to go public when a problem occurs; social media and review sites like Yelp provide individuals with an enormous audience and can be used to put public pressure on organizations that haven’t been meeting expectations.
There’s no denying that we live in an online world. We may wake up and check our phones for emails and text messages, go to work and sit at a laptop all day, then relax with a tablet to read and browse the internet in the evening. With so many devices at our fingertips each day, information is becoming increasingly more mobile -- and companies have risen to the challenge of providing their products and services on every device imaginable, from the largest desktop computer to the smallest smartphone.
Research about consumer trends and customer satisfaction abounds in today’s society. With the Internet, we now have the means to reach millions of people and gather data on all manner of topics, including customer needs and wants. And the overarching question is: what exactly do customers want?
The Office Coffee Company is an organization based in Gloucestershire, England, providing organizations across the UK with a highly important resource: their morning caffeination. The company sells everything that a well-stocked office break room might need: bean-to-cup coffee machines, ethically-sourced coffee beans, paperware, and filters, as well as a collection of teas, syrups, sweeteners, and snacks.
Your customers mean the world to you -- which is why you’re looking for the best customer support software you can find. But what exactly makes customer support software “good”? Is it a certain feature? An intuitive interface? A special something that you just can’t put your finger on?
In previous blog posts, we’ve discussed the importance of communicating with your customers to better understand their needs and expectations. One of the best ways to do this is through a customer survey. Surveys provide a platform for gathering essential customer feedback. When crafted and presented effectively, they are powerful tools that help to identify your company’s key customer service strengths and pinpoint its weaknesses.
You want to help your customers as much as possible, but customers often prefer to help themselves. Rather than call a number or send off an email to get an answer from a support team, a growing number of consumers would rather take matters into their own hands. About 53 percent of online adults in the U.S. will abandon an online purchase if they can’t find an answer to their question fast enough. Younger generations frequently turn to the Internet for answers before picking up the phone: 89 percent of Millennials reported using a search engine to find an answer prior to calling customer support.
If you provide a service, sell a product, or otherwise interact with the public, it’s inevitable that someday you’ll be faced with an upset or angry customer. Maybe your product didn’t work the way that the customer wanted it to, or maybe an honest miscommunication turned their frustration into rage. Maybe they’re having a bad day and a hiccup with your company’s service was simply the last straw.
When your business is just getting started, using email to receive and respond to customer questions, concerns, and product issues makes sense. With a manageable number of clients and a small team, email inboxes are great (and free!) repositories for housing all of your correspondence with clients and dealing with matters of customer satisfaction. Folders and labels allow for simple organization, and most inboxes can hold thousands of messages that can be easily searched through by typing in keywords.