A Customer Service agent’s power on your customers’ journey is big, so the better the tools and the training you provide to them, the more satisfied your customers will be. And more satisfied customers mean more growth.
Customer experience tools & techniques to improve satisfaction and create loyal customers are needed in the actual competitive landscape.
Tracking customer satisfaction and providing memorable customer experiences are part of the industry mainstays. Nowadays up to 89% of businesses compete on the level of service they deliver to their customers.
Now it’s the time to take a head start and save your at-risk customers, it is a necessary step with almost all your competition stepping up their customer experience game.
We choose four techniques and tools that can help you avoid customer churn and step up your customer experience.
1. Analyze churn to identify patterns pointing to at-risk customers
Customers who churn provide solid proof of what not to do in your customer experience. Dig into your churn reports and identify themes and patterns in their customer journey, to see what led to their disappointment.
Did they send a message that was never responded to? Did they call in over and over and never reach an agent? After you identify what makes your customers leave, look to your current customer base for similar indicators and make some changes.
Map their entire journey. Use insights and analytics to find information from every point in your customers’ experience.
Once you have your at-risk customers identified, get a full review of their interaction history with your company and use those insights to get rid of the gaps in the customer journey.
Train your agents to improve your customer’s connection and interaction with your company, encourage the agents to reach out proactively and give their best attitude on every follow-up call which is a particularly frustrating type of interaction and is needed to resonate with your customers. Their data and feedback opens the door to a better, more personalized experience for your customers.
2. Train and coach agents to deliver proactive service
Work with your agents and other departments to create on-boarding guides and training manuals for your customer’s interactions. Training and knowledge of the products or services can really benefit your company and helps your agents provide a better and faster solution to all your customer’s inquiries.
If you already have some materials about your brand, update them quarterly or annually, whatever makes sense for your business, but keep them as updated as possible.
Providing fresh and renewed guidelines not only makes it easier to provide the right information but it also gives the agents support and new air in a way, change or renew the script. Train and develop your agents to be a constant resource for your customers. Empower agents to go above and beyond for this group of customers.
3. Improve your customer service with the help customer and agent feedback
Feedback from your customers gives you the best insight about their journey, so you can fix it before they leave. When you analyze customer patterns and interactions, you should look out for the at-risk customers who have answered post-interaction surveys frequently.
Feedback after a negative experience is the best resource to improve your customer experience. Pay full attention to your customer surveys and act on the feedback you get.
Go a step further, and analyze your agents’ experience also. Collecting data from and about your agents experience and their interactions with at-risk customers provides valuable insights.
It is necessary to identify if your agents are perpetuating customer problems, or if they are actually solving them. Once you have a complete view on how your agents handle these specific customer cases, you can tailor your coaching moments to address any concerns you identify.
4. Customer surveys and agent scorecards
CSAT surveys and frequent customer check-ins help you keep your attention on how your customer experience is going. Use your surveys to get specific, actionable information from your customers.
To improve the service the agents provide customers on the daily interactions, rope agent scorecards into your everyday routine. Pick a handful of interactions to review, and use agent scorecards to grade your agents on those interactions.
You need to point out areas for improvement to your agents and give them the necessary training to provide better attention, so they don’t send at-risk customers directly to your competition.
It is inevitablechu to get some churn from at-risk customers. But you can always improve, providing better use of the data, delivering proactive customer service, and using feedback from the mind of your customers to make a better experience for your customers, offers your company an opportunity to save at-risk customers who are a good fit for your business.