5 Tips You Must Follow to Improve Customer Satisfaction

Customer satisfaction is a priority for any business and one that you cannot afford to undermine. Customer service is one of the major contributing factors to customer satisfaction.  According to a Salesforce survey,  78% of consumers are willing to purchase from the company again if the customer service is excellent. Therefore, while rethinking how to improve customer satisfaction, a business must focus on improving customer service. Here are 5 tips that can help a business achieve 100% customer satisfaction.

Don’t keep your customer waiting


Almost 60% of customers agree that faster resolution of their query is a sign of good customer service. Therefore, while pondering upon “how to improve customer satisfaction?”,  a business must focus on cutting down the waiting time for the customer.  With advanced features of call center software like Automatic call distribution, you can cut down long call queues.  Skill-based routing strategy can also save the precious time of your customers by resolving their issues through an agent with matching skills. It helps you to cut down waiting time for the customer due to multiple call transfers.


Enhance self-service capabilities


79% of customers are willing to avail self-service option than talking to a live agent. Integrating more and more self-service capabilities is an effective tip on “how to improve customer satisfaction?”  Incorporating Interactive Voice Response (IVR)  systems and AI chatbots are the best tools to introduce self-service capabilities for customers. Additionally, a thorough FAQ section can also help in improving the self-service capabilities.


Integrate omnichannel support


Today’s consumers use different channels such as email, social media, etc to communicate with businesses. Therefore, it is essential for a business to offer multi-channel customer support to achieve 100% customer satisfaction. It enables the customer to communicate through the channel of their preference. Integrating omnichannel support also eliminates customer frustration due to the repetition of their issue every time they communicate through different communication channels.


Collect customer feedback


Who can answer how to improve customer satisfaction better than customers themselves?  Collecting customer feedback is one of the best practices for measuring customer satisfaction. After every customer service call or customer interaction, a business can ask a few questions or ask them to rate different aspects to quickly collect customers’ feedback. In this way, a business gets to know what are the factors that are meeting customer expectations and also the areas for improvement.


Rely on data for improving customer satisfaction


Data is the new-age fuel that can be leveraged to improve customer satisfaction. Monitoring KPIs like Average speed of answer (ASA), Average Handle Time, Abandonment rate, First call resolution rate, etc. is one of the best practices for measuring customer satisfaction. It also provides insights on agent training needs, additional features to improve customer satisfaction, and identifying touchpoints where your customers are losing interest. Therefore call analytics is  the answer to your question, “how to improve customer satisfaction?” 


The Bottom Line


Customer satisfaction is a key performance indicator for your business. “ How to improve customer satisfaction?” is an important question for every business. It is essential to re-evaluate your business processes and customer service to achieve 100% customer satisfaction. Hope these tips on how to increase customer satisfaction will enable you to optimize your customer service to fetch a high level of customer satisfaction.




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