Not just customers, but also retailers wait the whole year for the month of November. It is the Black Friday that keeps them waiting. Black Friday deals followed by Cyber Monday are like party shopping just before the festival of Christmas. Customers wait for many months so that they can get heavy discounts on their favorite items and then get them on this particular day.
But does it maintain the loyalty of the customers towards the brands? It has been noticed that as much as 68% of the time, customers have the tendency to divert to some other brands depending upon a number of factors and reasons. Customer experience is no doubt one of the main reasons among them.
Though companies push extreme from their sides to offer the best experience, still, many of the customers are not satisfied. Why is it so? There are a number of reasons for it. But an ideal thought here is to explore the tricks that can be an answer to the problems of the customers.
Empathy Works
If you really wish to serve the customers in the best possible way and want them to be loyal to you, you need to empathize with them. This means you need to put yourself in their shoes to understand what they feel and what they want from you. Taking up a small example, you must be thinking that the time taken by you to solve the problem of the customers is quite fast. But it may happen that your customers are not thinking in the same way. For this, it is important to survey different customers and know their specific opinions. Making use of options such as customer experience software, this can become much more convenient in understanding the minds of the customers in the right way and then acting upon it accordingly.
Ease of Contact
There have been a number of instances when customers have faced troubles but are not able to get in touch with customer service. This can be due to busy lines or even due to complex systems. In this situation, the customers get frustrated the most. There is no reason left now for them to return back to you again and they get diverted to some other brands. Hence, it is very much important to make it easy for them to contact you at times of need especially. Choosing the right customer experience app can help in this. The application with user-friendly screens and easy to use features can help the customers in browsing through different services conveniently and also to get a solution to a problem too with the same ease.
Customer Reviews are Important
Have you been overlooking customer reviews and think them to be just a waste of time? This is where you are doing a big blunder. Customer reviews are not something that talks about your products or the brand. It is the reputation of your brand is published in front of your audience. You should have a designated team to go through the reviews and then react over it. Of course, you should offer special attention to the bad reviews and work upon the problem areas. But also, you should react to the good reviews so that the customers can keep on feeling good and can remain loyal to your brand.
Making Chatbots Lesser Frustrating
Chatbots have been a revolution as it saves a lot of time. But at times the chatbots can be a point of frustration for a number of customers. If the chatbot is answering back the right things, it is all okay, but when it starts repeating things and it starts irritating the customer, it can be a bad thing. You should have a proper collaboration of the chatbots with the agents so that the problems of the customer can be attended in real-time.
Conclusion
Occasions such as Black Friday and Cyber Monday deals have become the point of attention for the last many years. Many companies earn a good turnover during this time. But it is also important to maintain good customer service during this busy time to ensure proper customer experience so that the loyalty of the customers is maintained. piHappiness has some such solutions for such moments when you need help the most. Our experts offer you the right apps that can extend the best solutions for your customers during such heavy days also.