How to Use Technology to Boost Customer Satisfaction
Customer satisfaction is one of the most crucial aspects of any business. After all, a business that doesn’t have happy customers is probably doing something wrong.
Because customers keep a business going, you must focus on them. That can be challenging, especially when a business is growing and it gets harder to track everything.
Thankfully, today’s technology can help. It’s now possible for you to track customer satisfaction and then find ways to improve it.
Have a look at the three ways to boost customer satisfaction using technology.
Gather Customer Insights
How can you improve customer satisfaction if you don’t even know what they want?
Fortunately, technology can help you gather customer data more efficiently than ever before. There are numerous tools, like CRM systems, that gather insights about customers and the way they behave.
Keep in mind that the most successful companies track everything and carefully analyze the data to see what they can improve.
That’s why it’s essential to gather customer insights at every point in the customer journey.
Observe how they behave on your website or social channels and how much time they spend there.
Also, it’s important to ask customers for feedback regularly. That’s the best way to gather information for subsequent processing with technology.
Most companies stand to profit from an email automation tool, which can offer many more options than scheduling newsletters.
First, it’s possible to divide an audience or your customer list into segments. This is done according to the data gathered in the first step.
The most common way is to group them according to where they are in the customer journey. That’s why it’s not a good idea to send the same emails to someone who has just heard about your business as you would a regular customer.
Another benefit of email automation is sending automatic replies. It means that whenever someone sends you an email, they’ll get a confirmation that you’ve received it and that you’ll get back to them soon.
Details like this can have a huge impact on customer satisfaction.
Merge Communication Channels
Customers use different channels to contact businesses. While most business owners would like customers to contact them by email, some consumers may not care for it.
Some of them prefer using social networks as a quicker and easier option. It’s a problem when a customer contacts a company from three different profiles and the company can’t keep track of all the information.
This is where tools that integrate communication channels can be incredibly convenient.
With such tools, it means that a business owner or social media manager doesn’t have to spend hours on all of the company’s profiles. They can integrate everything and receive all messages and notifications on one channel. Fortunately, most CRM systems offer this feature.
Customers appreciate it when a company remembers them and the conversation from months ago. It’s a way to boost satisfaction and customer loyalty.
Technology Is a Friend
Just 20 years ago, it was much more challenging to gather customer data. Companies had to come up with ways to boost customer satisfaction with limited means.
Nowadays, a company can gather tons of data on each customer and offer a personalized experience. Some customers even expect companies to do just that.
The good news is that it’s not difficult at all. There are plenty of tools like CRMs that can help companies with this.
CFO Coach can help you select the right solution to gather business insights that maximize Value Creation process in your business.
Want to learn more, drop me an email on Irfan.Sayed@cfocoach.co.zm or Whatsapp on +260 967 924 720.