Delivering excellent customer service has never been more critical. But how can be sure that your efforts are paying off and that your customers are happy? Well, the first thing you should do is ask them.
Here are some key questions you should ask your customers to find out how you are doing.
Can you tell us what we are doing well?
Everyone loves to hear what they are doing right. But asking the people you serve to tell you how you are meeting their needs and exceeding their expectations when it comes to customer support is about more than patting your business on the back.
Asking this question encourages your customers to think about the things they like best about interacting with your company. And, by making the question open-ended, you’ll give them more room to share their experiences. Crucially, when customers tell you about their experiences, you must also use this knowledge to do more of what your customers love.
Can you tell us what you don’t like about getting support from us?
As well as asking your customers to share their positive experiences, you also have to find out what they don’t like. Give them room to speak freely, and, to make sure your business continues to improve, use this knowledge to address any issues.
What can we do to improve your experience and make it more enjoyable?
Rather than restricting your questioning to good and bad, you should also provide your customers with the means to tell you what they want. What else could you do to make the customer journey better?
By asking this question, you will demonstrate that their opinions matter to your business and you can use this information to shape the customer service you offer as your business evolves.
Such feedback can also be used to help boost your bottom line. Because once you know what your customers want, you can give it to them. This can open up new revenue streams that you might never have thought about.
How would you like us to communicate with you? And what do you want to know?
People are information hungry, and they don’t want to be kept waiting. So, ask your customers what type and means of communication they would value. You could provide a list of options and ask them to rank their preferred communication channels. And, once you have this information, you can decide where to invest resources in bolstering your customer support.
For example, you could offer (if you don’t already):
- Social media support
- 24/7 chatbots
- Online FAQs
- Text updates
- Customer portals which provide instant access to information so that they can see their real-time data whenever they want
- Surveys and other feedback tools
- Email communications
Did we respond quickly enough to any issues?
It’s essential to know how frustrated your customers are when reaching out for support. Your response time when dealing with customer calls and emails is crucial. Nothing is likely to annoy customers more than feeling as if they are being ignored. Asking this question can help your business to understand if its support team is responsive enough, or if you’re making it painful for customers.
If you are not responding quickly enough, consider using technology to support your customer service teams and boost response times. For example, AI chatbots, automated updates and other tools can be deployed as the first point of call. Just make sure that the customer is moved swiftly from a digital experience to an interaction with a human when necessary.
Want to see how technology can help to improve your customer satisfaction levels for one affordable monthly payment? For more information on how our service management software can help your customers, contact us today for an informal chat.