Ignore customer problems at your peril

If you work in a service-led business, you will no doubt know the common customer complaints. Things like:

  • Staff are unhelpful and don’t understand the product/service
  • It’s impossible to get through to anyone
  • Customer service is formulaic and doesn’t address my specific needs
  • The website is confusing
  • The delivery was late
  • The engineer was booked for a particular day but didn’t turn up
  • I was only given a 24hr window, and that is inconvenient.

And, grumbles about not being kept updated, poor quality service, or a lack of communication between departments almost always lead to frustration from customers and employees alike.

Even worse, with customer expectations rising, eventually such poor service will cost you business. Because a refund or other gesture of good faith is nice, but it’s not why people decided to use you in the first place.

Regretfully, all too often the same complaints will be heard again and again. So why do we allow these complaints to continue without addressing them?

A focus on sales rather than service

Instead of concentrating on their current customers, many service businesses spend almost all of their efforts on attracting new business. But as it can cost six to seven times more to obtain a new customer than to keep an existing one, this can be an expensive mistake.

Also, companies often focus on what their competitors are doing and what they can do to beat them. But in doing this, they can lose sight of the customer. What’s more, all too often senior management teams don’t even understand just how common these complaints are, with a lack of intelligent business analytics leaving them happy to carry on with business as usual. Or they know that they are not delivering the desired service-levels, but don’t have the tools in place to address the problem.

Doing nothing isn’t an option

In today’s fast-moving age, people’s expectations never stop evolving. Let’s face it, just a few years ago good customer service would be an engineer turning up on the day they were expected. But today’s customers demand a 1-2hr window.

However, by  investing in the right technology and using all available data to identify and address current customer issues, you can make measurable improvements to your business and boost satisfaction levels. While at the same time demonstrating a genuine commitment to the people you serve. Surely that’s just good business sense?

Here are just a few ways our cloud-based service management software can help to build better customer experiences:

  • Improve customer feedback processes
  • Allow you to provide proactive follow-up, starting immediately after each sale
  • Offer automated updates to customers (via customer portals and SMS)
  • Establish automated procedures to deal with standard issues quickly and easily
  • Boost collaboration across your organisation and therefore improve service levels between departments and to customers
  • Integrate CRM software with customer dashboards
  • Offer out-of-hours support without any huge investment
  • Help your mobile workforce get to your customers quicker (with everything they need to do the job first time)
  • Provide continuous customer service upgrades, making it easy to deploy improvements that enhance the customer experience.

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