How to increase customer satisfaction in the retail segment?
In retail and other segments, raising customer satisfaction with the brand is one of the key challenges and objectives. But how to do it? It is important to update, modernize and streamline processes and the service itself.
With media spreading, companies had to reinvent themselves. With this, they are present in different channels such as telephone, social networks, website, email, blog, chat and others. However, increased channels also made it difficult to maintain customer satisfaction across all channels.
In social networks, for example, customers have autonomy and space to make complaints. This can even damage the company’s image before the public. This new scenario requires a different stance in relationship strategies.
Here are three strategies for increasing retail customer satisfaction and improving customer service quality.
1. CUSTOMER SATISFACTION SURVEYS
The first step to increasing customer satisfaction is understanding what consumers think about the brand.
The restructuring of service is unlikely to be successful without knowing the current business relationship with customers. To do this, it is important to do a satisfaction survey and measure the Net Promoter Score.
To evaluate it, simply ask the customer: “From 0 to 10, how much do you recommend the company to friends and acquaintances?”. Answers should be classified into three groups:
0 to 6: are detracting customers, that is, dissatisfied with the brand and with the potential to speak ill of the company;
7-8: Neutrals, who buy from the company but do not recommend it;
9-10: Promotional customers who are loyal and have the potential to recommend the brand to others.
If you find that most of your company’s customers are in the 0 to 8 range, you need to review the strategy. After all, customer expectations are not being met. Which can lead to dissatisfaction, complaints and damage to the retail brand.
2. SERVICE AGILITY
According to Microsoft’s State of Global Customer Service Report survey, 98% of consumers already expect to be served by automatic channels, which represents more agility in attendance.
Learn about some key channels for increasing customer satisfaction through self-service.
Chatbot: The study found that 70% of simple demands can be solved by chatbots. Such software may be available on different channels such as website, social networks, WhatsApp and others;
IVR: telephone self-service solution, the Audible Response Unit directs the service. This reduces waiting time by directing the user to the appropriate channel or sector to answer the questions presented;
Digital Agent: The digital agent allows you to automate service through different channels and solve various demands without the need for the human operator.
Therefore, technology has advanced so that the consumer has autonomy in most calls. This ensures greater agility, quality and customer satisfaction.
3. OMNICHANNEL SERVICE
With so many channels available, integration across media is another customer need. In this scenario, omnichannel communication ensures fluid and consistent service regardless of the channel used or even when tool change occurs during an approach.
The omnichannel platform integrates all available customer relationship channels. This unifies contact information, history, and preferences.
HOW TO IMPROVE CUSTOMER SATISFACTION IN YOUR COMPANY?
To increase customer satisfaction with the brand, it is essential to rely on innovative technology that unifies all these demands.
OlosChannel is an omnichannel platform that provides and integrates customer service channels using self-service solutions such as chatbot, IVR and digital agent.
In addition, the feature uses data intelligence to map customer journey, identify consumer preferences, customize approaches, and make more assertive contacts.
Learn how this solution can benefit your retailer by improving customer satisfaction with the brand! Contact us now and request a demo visit.