Having a minimum of incidents in customer service ensures you are one step closer to reaching your goals and “not die trying.” When monitoring customer satisfaction, you should be able to identify the problems in your Contact Center and have the ability to react, since customer satisfaction in Canada will depend to a greater or lesser extent, up to the profitability and growth of your business.
1. Prioritize customer satisfaction in Canada
It is necessary to be focused on increasing customer satisfaction, as well as increasing the profitability of your business; So being regularly updated is a priority to achieve success. The key to making this is to bring your customer service with the appropriate staff and service strategy.
Key to improving your customer service in Canada
A good perception of the users about the attention of your Contact Center will allow your brand to have a gateway for more customers. Otherwise, a lousy judgment may be the exit door of your customers to the competition if you are not able to Solve attention problems.
Part of the problems arise when the advisors or those involved in the customer service do not know the information to find a solution to a need, and also do not take into account that during the resolution satisfaction is generated.
2. Poor knowledge of the product or service
Knowing the product or service perfectly that your brand sells is a duty of your Contact Center, those responsible for providing assistance and support to customers should understand these issues in-depth, respond with ownership, and total security on different aspects and needs of your users.
If your client presents a problem, it will be communicated to your Contact Center provider. And if the advisors do not have the correct information, it could generate discomfort. Additionally, in the worst case they could change with the competition; For this reason, it is a priority to ensure that all members know perfectly the products or services of your brand.
Correcting problems or deficiencies in the information that your advisors handle is a crucial aspect. Otherwise, your Contact Center will not be able to maintain satisfaction levels. And will directly affect the productivity and image of your brand.
3. Not knowing how to listen and lack empathy
Excellent listening and empathy are qualities in which the entire team in charge of customer service must work. Additionally, strive to pay attention to each of the needs expressed by the client. And “take their side” with the intention of Understand your situation and provide the right solution.
Make sure your customers are being met with empathy, and their requirements are being solved by active listening. With this, we guarantee you improve not only customer satisfaction in Canada, but also optimize the costs of your operation.
4. Do not use the technology or most available channels
There are currently a more significant number of channels available to handle customer requests, complaints, or suggestions, so Contact Centers have more alternatives to support, making people look for telephone contact when there is virtually no choice left.
Advisors must respond to a large number of complaints and requests, increasing the channels will give you significant advantages:
5. Do not use a CRM
CRM is a term recognized as a set of practices, strategies, and technologies to analyze interactions with its customers. So. we share the main benefits in which a well-used CRM will help improve customer satisfaction in Canada.
Help your brand know who your customer is.
CRM allows us to understand why to buy the products or services of your brand. Thus, hiring trends, and helps to anticipate needs to be able to satisfy them.
Increase the acceptance of new products.
The effective use of CRM also provides a strategic advantage; if your customer data organized. It will help to select the recipients for the promotions products of your business.
Increase customer satisfaction in Canada.
A CRM well used by your Contact Center allows you to optimize and reduce interactions with your customers. By simplifying processes, identifying trends in the service, resolving complaints, and answering questions in less time. So, this allows you to increase the loyalty of your customers for your brand.
6. Do not listen to suggestions
We are in the era of customer empowerment, where they facilitate to express their opinion and have the power to rate virtually anything, in this case, your brand, from the comfort of their social networks; This means an advantage for your business by improving its reputation and attracting new customers without investing in advertising. Otherwise, the disadvantage would be losing customers by having bad reviews of bad service.
In addition to providing a service per call, continue with the service on an online platform. And finally, it ends in a profile of any social network. The importance lies in listening and understanding your customers to ensure their customer satisfaction in Canada.
At Coracc Technologies, we provide you with information about interactions and suggestions. So, that your customers are making, to improve your service or product. Not having this information allows your competition to be closer to your customers.