6 Things That Can Help You In Providing Quality Customer Experience

Unlike in the past, the brand and companies need to incorporate strategies for quality customer experience more than ever. And the thing that all brands need to know is, the experience is a never-ending thing, it starts right before your customer decides to interact and goes beyond the after-sale services. And, having a clear policy that not only addresses the problems of the customer and provides rapid solutions goes a long way and helps companies in retaining customers and gaining loyalty.

However, when it comes to devising strategies, many companies opt to go manual and human-to-human support. And, honestly, going manually is not the right decision because it delays the response rate, customers had to wait a lot, and sometimes queries got missed too. So, it is recommended that you only go for manual if you have a huge and dedicated team for customer support, otherwise opting for automation can be a reliable solution.

After reviewing the lists of service software available on the web, I have identified the ‘HubSpot Service Hub’ feature as really useful. By using it, you can automate your services, provide an instant response with the help of automation, and manage all customer queries with the help of ticket management and auto-assignment. And, for more information, you can consult the official HubSpot Partners, around the world.

Here in this article, we have identified the top 06 things that a company or brand can adapt to enhance the after-sales services experience and overall customer experience without making extensive efforts.

How You Can Improve Customer Experience (CX) & User Experience (UX)

Before beginning this, let me ask you few questions if you want to buy a product or subscription service of a brand e.g. innerwear, food items, news and entertainment services, or simply grooming.

What would you expect from the company as a first-time buyer? Detailed overview of a product or original pictures and information? Quick response from the seller? Or discount details? Everything right? Along with a personal account from where you can manage everything.

Great service means following best practices such as appreciation of customer time, a comfortable attitude, and providing knowledgeable and resourceful resources, but also making a difference in exceeding expectations rather than meeting them.

Follow the suggestions below to exceed your customers’ expectations and provide superior customer service.

And, surprisingly customers want the same thing. Therefore, the following list of items is designed to provide a quick overview from the perspective of your customer.

1. Quick response

The first thing on our list is ‘rapid response.’ Actually, this is the key to everything, especially to customer retention and loyalty. And, if you failed to provide quick assistance or address the issue of the client on time then you will be facing a client churn.

So, the most important step that you need to take is to ensure that every customer is getting a quick response no matter where they reach you, either on Facebook, Instagram, Email, or on LinkedIn and so on.

And, for this, you can heavily benefit from the HubSpot Service Hub, by consulting HubSpot CRM consultants online. It automatically syncs the data of social media to the HubSpot dashboard, where the customer support specialist can view and track the interaction, along with this they can provide instant response. Moreover, if you think any issue requires a detailed response, then you can generate a ticket and assign it to the relevant person.

2. Feedback collection and Analysis

The next thing on our list is the need to collect feedback from the customer. Well, in the real world, this is the most difficult thing. If a customer has a good experience, he or she rarely gives positive feedback or post review on any social media platform. Unlike this, when a customer has a bad experience, he/she post it everywhere, and this is what people pay attention to.

So, the solution to this is to motivate the customer to give feedback. For this, you can send survey emails, make sure the email copy doesn’t hover or you can offer an incentive too. And, for a bad review, make sure you have a counter-strategy in place that aims to provide a quick solution to the problems of the customer.

Remember, every crisis can be turned into an opportunity, you just need the right tools. Lastly, always analyze feedback and comments of the customer. This will give you pointers on what customers needs and how you can improve your products and campaigns.

3. Self Service Portal

This is the most important thing that customers loved. Why? Because it empowers customers to modify and control information which they don’t want others to know. And the best example of this would be Netflix. It provides a portal to every client where they can manage, pay and access the promotional material offered by the companies.

4. Omni-Channel Support

Like we said before, a customer excepts a quick response from any brand or a company. Therefore there is a need to establish a brand presence on all platforms used by the customers. This is known as omni-channel support. For this, you can use multiple applications such as Hootsuite, Zoho Social, And HubSpot to track and monitor activities, mentions, or comments of customers from a single dashboard.

5. Emotional Intelligence

In a nutshell, the success of customer support is dependent on how the customer support specialist provides assistance. And, for this, the most essential thing is to have ‘Emotional Intelligence.’ This allows you to provide contextual support, and this goes a long way.

6. Creative Problem-Solving Skills

The last thing on our list is the ability to solve problems in a creative way. Let take an example of a customer who ordered a pizza, but due to bad traffic, the order didn’t get delivered on time. And, he paid the bill and lodged a complaint threatened to post a bad review.

So, what will you do on this occasion? The best answer would be to offer a refund and coupon. This way the customer will not only feel valued but will also shop again. Hold on! He will post a positive review on how his problem got resolved. There you go, you just got a testimonial.

And, there are countless possibilities you can go with.

Parting Words

Since everything is online and customers are using multiple platforms to interact with brands and products, therefore, there is a need to innovate customer services too. And, if you want to have a more loyal customer base, then the best thing you could do is to invest in after-sale services, in addition to customer support. And, the best part is there are dozens of applications available in the market that you can use for your brand, tailor the interface to match your need, and so on!

All of the above elements provide excellent customer service. This is excellent customer service that keeps your customers and your company loyal – and gives you the honor to be helpful and to work with you.

Customers don’t like a number on a queue but like people. Humanize and humanize them for growth driven by customer service.

But how do you ensure that each client has a strong experience with his/her business when he/s he/she reaches for help? We have identified a number of ways to position your customer service at the top of your industry.