The idea that positivity breeds positivity might be a cliche, but like most cliches, it also happens to be true. And the sentiment certainly applies when it comes to business–if you want a happy (and successful) company, you need happy customers.
The key, of course, to making your customers happy is customer service. When your customer service agents act like customer service heroes, they’re ensuring that your customers feel heard, understood, and valued.
Happy customer strategies
Below are 5 key strategies to making your customers happy.
Don’t compromise quality on goods and services
This should go without saying, but answering your customers problems regarding your actual goods and services should be the primary goal of the company. While providing customer-centered support might help retain some of your customers, there’s often not a lot that customer service representatives can do if the goods and services simply aren’t up to par in terms of quality.
Effective customer service
If for some reason the goods/services are not up to snuff, being able to handle complaints and issues comprehensively and quickly is important to keeping those customers happy. In fact, more than 80% of customers told Gladly that they’ll go out of their way to spend more money with great experiences, so sometimes it is primarily about the customer experience.
With the power of automation, AI, and robust support tools, you can lower response times, identify problems quicker, personalize your chat box methods, and resolve issues quicker without comprising the human element of customer service.
86% of customers say they expect conversations with agents to move seamlessly between channels. This means you have to make it easy for customers to move between email, live chat, social media, and several other channels if you’re going to make the most convenient and pleasant customer service experience possible.
Advanced help desk software, like Gladly, will make it easy to keep messaging consistent by providing an easy-to-read history log of all messages and interactions.
Showing your customers you are anticipating their needs is important. Being able to view your customers’ purchase histories and chat logs through your solution will allow you to know why the customer is reaching out before the point of contact.
Go out of your way to update customers on maintenance, downtime, and new company products or services that might interest them.
A lot of customers want to learn about promotions, campaigns, and new events, but don’t want to hear about it all while they’re on the phone or in a live chat. Providing them with self-service materials, instructional videos, and links to new events is a great way to keep them in the loop.
Loyalty rewards programs are great ways to boost revenue, improve the customer experience, and create long-term customers. Customers love getting incentives for their purchases, and providing a win-win model through a rewards program is a sure way to create a positive customer experience.
How to measure customer happiness
There’s no accurate way to guess how your customer experience strategies are working if you don’t actively try to measure customer happiness. Even if revenue is up, it might have nothing to do with what you’re doing on the customer service front.
So how do you measure customer happiness?
- A customer satisfaction survey, or CSAT, is a series of questions used to measure the satisfaction of your customers at every step of the buyer decision process. You can leverage CSATs in order to gain valuable insights on how your customers feel about your goods/services, brand, customer service experience, and points of weakness or improvement.
- Net promoter scores are metrics that help you identify and track customer loyalty. The main measure of this metric is how willing customers are to recommend the product to an acquaintance, and it’s typically measured through surveys, questionnaires, and post-purchase forms.
- Nothing speaks louder than actions, and when it comes to business, a happy customer is a repeat customer. One of the simplest and most straightforward ways to measure customer happiness is to track the rate at which you’re generating repeat customers.
- On the flip side, it’s easy to see that something isn’t going right when you have a high churn rate. While churn rates don’t show the whole picture, they can be good starting points for measuring customer happiness.
Why customers will love Gladly
Even with well-trained staff and quality goods and services, you need robust, state-the-art help desk software if you’re going to gain an edge over the competition.
Gladly’s the cutting-edge solution will help your agents lower response times, resolve issues more quickly, and seamlessly move between channels without losing the human touch that makes customer service so important.
With Gladly, you have a customer-centered platform that will allow your customers to feel unique, heard, and understood. Create happy customers and customer services heroes with Gladly today.