When it comes to making a business thrive and grow, nothing matters more than the experience you provide, and your customers agree. In fact, as much as 73% of customers agree that customer experience helps to drive their buying decision.
When it comes to this experience, there are two things you need to focus on more than anything. They are product experience and customer service. A lot of companies want to improve both of these factors but often find themselves struggling and without ideas. If you’re in a similar situation, here are some tips that could help.
Ensure the onboarding experience is enjoyable and efficient
Do you believe you’re providing your new users and customers with the best possible onboarding experience? Even if you think you are, your users would probably disagree.
This is a big shame because onboarding is the first step in creating a good product experience. Remember that first impressions are extremely important and if you don’t make a good impression with your customers as soon as they start using your product or service, you can’t expect much. In fact, a poor onboarding experience can result in churn, inactive users, and bad reviews.
Of course, not all products and services require an intricate onboarding experience but if there is even a slight learning curve, you need to provide one. Ideally, it should be something interesting, fun, and easy to understand. For example, an interactive product tour.
Communicate clearly and with a positive language
When people contact your customer service team, they have certain expectations on how they want to be talked to. Excellent customer service requires a lot of different things but most of all, clear communication.
When a customer contacts your business, regardless of whether it’s to explain a problem, complain, or make a purchase, the words your reps use need to be crystal clear. You should avoid using any technical jargon the customer might not understand, slang, or colloquialism. Of course, don’t treat them like they’re stupid, but also don’t simply assume they know something.
The tone is also very important when talking to customers. Avoid using any negative language, shifting blame, and remember to stay friendly and personal while still professional at the same time.
And finally, how you approach customer service will be based on what kind of business you run. For example, if you’re working in the eCommerce field, you should know the best ways to improve customer service in eCommerce.
Always listen to feedback
When looking for ways to improve product experience, you might try to brainstorm different ideas on how to go about it. However, sometimes all you need to do is ask your customers for their opinion. And you can listen to their opinion by gathering feedback.
Send out customer surveys and ask them what they think you should change when it comes to your products and your business in general. If you want to ensure you get a lot of responses, you can offer an incentive to those customers who fill out the surveys.
Keep in mind that the surveys you distribute might not provide the most accurate picture because sometimes people aren’t completely honest when talking to a company. However, they are honest when talking about the company online.
This is why you should also look at unsolicited feedback. Take a look at review sites and your social media pages to see what your customers are saying about your products and the issues they’re mentioning.
Be good at closing conversations
We already mentioned how important it is to know how to talk to customers when they contact you. So, it’s important to remember that the way you finish that conversation is very important as well.
Customers pay close attention to how a company treats them. And since 70% of the customer’s journey is based on how they feel treated, your customer service reps need to watch how they talk but also how they finish those conversations.
Never make a customer feel like they’re taking up your time or you’re rushing to finish the call so you can switch to the next person in line. Regardless of their reason for contacting you, it’s important to make them feel like they’re your only priority.
And when you resolve their issue or answer all of their questions, make sure to ask them if there is anything else you can help them with. Even this type of small gesture will show customers you care about helping them and are willing to do what it takes until their problem is resolved.
Final thoughts
Customers are vital to your business’s success. The way your customers feel about your products and how they leave every interaction with your customer service team has a big impact on your success.
Just remember everything you read about here, treat your customers right, and strive to make improvements that make their lives better. Put your customers first and you will notice an improvement sooner than you may think.
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