The holiday season is upon us and consumers expect all of their needs to be met urgently – making customer satisfaction and loyalty a top priority. With the rise of smartphones, online chatbots and social media, instant communication between customers and businesses has become mainstream.
Customers expect rapid solutions to their problems. It is essential that businesses use the most efficient and effective tools to streamline processes and data. This means implementing a strategy that emphasises vision, innovation and adaptation, whilst strengthening consumer loyalty and trust.
Customer experience is critical
According to Salesforce, 76% of customers expect companies to understand their needs and expectations. Similarly, 84% say being treated like a person, not a number, is vital to earning their business.
As more transactions are being carried out online, the traditional and non-digital approach to sales and business is fading. In its place, new cutting-edge technologies are increasing efficiency and convenience. But these new tools can lack that all-important human touch. Ultimately, the trust acquired from face-to-face interaction with a customer cannot be achieved through a screen. With this in mind, companies need to fill this gap.
Every interaction a customer has with a brand shapes their perception of the company. Research has revealed that 57% of customers have stopped buying from a company because they received a better service from a competitor. By improving customer satisfaction, businesses not only increase repeat purchases, but they also strengthen their reputation. However, when customers’ satisfaction with a service or product drops, or they receive better service elsewhere, a company is likely to lose both market shares and prestige.
Tailor-made customer service
The key to gaining a customer’s trust is to make the customer experience as personal as possible. Whether negative or positive, every interaction shapes the perception a customer has of a business.
Unsurprisingly, more and more companies are realising that a personal relationship with customers is what builds and retains trust. This requires brands to revamp their sales and business strategies. They need to think outside the box in order to deliver personable and humane customer service. From virtual reality experiences to online instant messaging chats, customised tools help companies build strong and long-lasting relationships with their clients.
Managing customer data
Having the right CRM is essential for companies to fortify these bonds and grow their business. If an organisation cannot manage their data properly, it will be impossible to gain their clients’ trust. For example, Sugar Sell takes the customer data generated through every email sent, every account update and every social media interaction between the company and its customers in order to gain a clearer picture of the customer journey.
Customer service goes far beyond simply chatting with customers. It is about having the proper tools to resolve client issues as soon as possible. These tools enable customers to answer their own questions using self-service support. By streamlining assistance services, employees spend less time looking for data and more time with the client, methodically and effectively answering their queries.
One way to achieve this is to bring together tools with omnichannel, case-management and self-service features. This ensures that customers have easy access to the channel of their choice. Whether a specific agent or team, customers can quickly connect with the right person.
A great example of customer service software is Zendesk, which embraces WhatsApp Business by integrating it directly as a channel on its platform. Doing so, Zendesk users can seamlessly integrate this new technology into their existing software, while also keeping all customer information, data and history all in one secure, convenient location.
Exploring the transition to conversational marketing
Today’s shoppers increasingly demand more personalised experiences that meet their ever-changing individual needs.
With an easy-to-use CRM, which collates customer history on a single platform, companies will be equipped to offer their clients an easy and enjoyable experience. In turn, this increases customer satisfaction, loyalty and revenue.
Build trust with Zendesk Sunshine
Customer data can be fragmented, confusing and chaotic to work with, but it is essential to your business’ success. Taking all these factors into consideration, Zendesk have created Sunshine, an open and flexible CRM platform, built on AWS, that lets you seamlessly connect all your customer data wherever it may live. This helps the business to better understand and analyse it, gaining valuable insights into customer behaviour. With this information, companies can forecast and prepare for future trends, ensuring that they have all the tools needed to keep their customers satisfied. It offers them a personalised experience that will keep them coming back for more.
The bottom line
The holiday season is undeniably one of the busiest times of the year for businesses, so it is crucial that businesses are able to uphold and develop their reputation and trust among their customers. Understanding and analysing customer data is more important than ever.
That said, customer satisfaction should be a priority throughout the year, not solely during the festive season. It is cutting-edge software like Zendesk Sunshine that offers businesses a revolutionary, flexible and personalised tool that enhances their customer service and encourages business growth.
redk has over 15 years’ experience as technical and consultancy CRM experts. We aim to support companies seeking to enhance efficiency and profitability through world-class tools that optimise team performance across your organisation.