How technology can improve customer satisfaction
Posted by Karen on Mar 2, 2016 12:00:00 AM
In a world full of intense competition and saturated markets, it has never been more important to keep your customers (new and old) happy. You don’t get a second chance to make a first impression so it’s crucial that you use all the tools at your disposal to keep your customers satisfied; happier customers are stickier and will lead to repeat business and referral opportunities.
With intelligent call forwarding functionality, a business VoIP solution allows you to answer every single call. What this means is that when operatives from one team are very busy, operatives from a less busy team can answer the calls to support them. This turns out to be a double win as not only does it leave no customer waiting on the line, it also keeps your staff productive in periods of downtime.On the flipside, you can also cut down repeat enquiries down to a minimum. You do this by playing a service message before the call. Here you can offer basic information about opening hours or simple key information and news. What this does it frees up your operators to deal with more complex problems whilst saving your customers time, too.
Poor internet connectivity can have a negative impact on your customers’ experience with your business. Without strong connectivity, your customer service agents may not be able to answer queries fast enough as your web portals or ticketing systems may not be able to handle the workload.Also, if your phone calls are running over the connection, you may experience dropped calls or jagged voice quality which again can leave you avoidable problems to clear up.
Cloud applications can create time busting self-service portals for your customers, empowering them to access their own services, create support requests and tracks tickets from their own device or computer.The impact of the self-service applications supported by cloud computing is a reduced number of inbound support calls, increased customer satisfaction and improved efficiency. These are just a few of the ways in which technology is helping to improve the satisfaction of customers. To learn more about how we at Fluidata can improve your customer satisfaction scores, contact us today.