As your company welcomes in a fresh new year, it’s always a good time to take a look at where things stand at this moment, reassess the business goals that have been set out, and look for areas of weakness that could benefit from some attention and help in 2020. As you conduct this company assessment, one area that should not be overlooked is the customer experience. Sure, there is a whole lot that goes into a business’s success, but it’s the customers that truly keep it going and push it forward. Without them, the business will cease to exist.
So, with that in mind, we’ve gone ahead and highlighted three ways you can work to improve the customer experience in 2020.
Upgrade Your Customer Support Software
Here’s a great place to begin with you quest to improve customer experience. Upgrading the customer support software can streamline processes, eliminate unnecessary steps, ensure that customers and their issues aren’t falling through the cracks, improve response time, create transparency throughout departments, and more.
Two of the most popular customer support software options are Zendesk and Freshdesk. In fact, each is so impressive that companies often find themselves at a stalemate trying to figure out which one to pick. Piesync has an incredibly helpful blog that compares Zendesk and Freshdesk with one another, explaining when and for which businesses each one would work best for.
For those unfamiliar with PieSync, it provides businesses with a simple way to sync your customer data across all the devices and business apps you are using. It streamlines processes thanks to the syncing capability, and means you don’t have to manually enter data into each app. Not only that, but it helps to eliminate errors since it is only entered once.
Have You Hired on the Right Staff?
Of course, a big driving factor of customer service is your staff itself. A hard question to ask can be “did your hire the right staff”? Education and experience may have been the main factors during the hiring process, but what about skills? It takes a unique set of skills to communicate with customers on a regular basis and ensure that communication is positive and fruitful each time.
If this is an area that the company is lacking, it may be time to bring in more qualified staff or provide your existing staff with training sessions.
Better the Reaction Time
It’s also important for businesses to get better at recognizing where things have gone wrong and broken down, and fix them before customers have a chance to notice. This can eliminate a large source of complaints and unhappiness. In other words, take away the reasons for complaining in the first place.
A great example can be found in the restaurant industry. Perhaps a customer ordered a pasta dish. If the waiter notices that it hasn’t been touched, clearly there is something wrong. Before they can complain, the waiter can state “I notice you haven’t touched your pasta, we have taken it off the bill for you, is there anything else we can get you?”. You have taken away the need to complain, addressed an issue, and turned it into a positive experience.
Each of these tips will help to improve the customer experience in 2020.