The internet has brought countless benefits for all businesses, but as businesses become easier to access, so do the reviews! In the modern world, when anybody searches for a business, they will find its website, followed by a star rating and dozens, or even hundreds of first-hand customer reviews.
Customer Experience Professionals
The customer experience encompasses everything that happens within your business from your customer’s perspective. To improve your customer experience, you need to work on all of the aspects that your customer will interact with to make their time with your business as smooth and productive as possible.
Thankfully, there are services devoted to helping improve your customer experiences. Plans such as ServiceNow Customer Experience will help to improve the accessibility and productivity of your business by optimizing every customer interaction. With smooth workflows and upfront service, you’ll see the five-star reviews pop up in no time.
The only way to improve your business is by identifying the issues you have to deal with. There’s nobody better to point out your flaws than the people who have experienced them! So make sure you have a private customer feedback service openly available on your website.
Set up a service that will allow customers to leave honest and confidential reviews for your business, that way the bad reviews will come straight to you rather than to a public site. Also, you can use these reviews and experiences to begin to work on your service!
Train Your Staff
Customer service is a huge industry, and one that many people find themselves stumbling into. It’s always worth investing time and money into your workforce, as they are the most genuine point of contact between you and your customers! The main issue for customer service is a lack of training, so fix that issue now!
There are plenty of online customer service training courses that will propel your business forward. If all of your staff are at the same level of confidence with their customer-facing skills, then your whole business will become a far more friendly and welcoming place for your customers to be!
The most frustrating customer experience is usually when you’re stuck on the phone in a long queue trying to get your issue sorted or your question answered. Obviously, this frustration will reflect in your reviews, so cut it off at the source!
Consider installing chatbots on your website to deliver automated responses that will easily cover your customer’s basic needs.
You can even get chatbots with voice recognition that will allow your customers to talk to your bots and have their basic questions answered, or be redirected onto the proper department. This will dramatically reduce the traffic on your phone lines and allow your real operatives the chance to deal with each customer to the best of their ability.
Customer service is essential to good reviews, and with these simple upgrades, you can boost your business’ service to all new levels. Invest the time and the money into your customers, and it will reflect in your reviews and reputation.