Even though you probably think your business is providing a stellar customer experience, things may not be as rosy as you believe. That’s because 80% of companies say they deliver “superior” customer service, but only 8% of their customers agree. Ouch. To help your business get a read on and boost customer opinion, check out these eight free tools to improve customer satisfaction!
Problem: According to a 2014 survey from Bright Local, 88% of consumers trust online reviews more than personal recommendations.
Solution: AskNicely helps businesses automatically gauge customer satisfaction with Net Promoter Score via email. Business owners then receive a digest of survey responses so they can easily add positive reviews to marketing content (and connect with unhappy customers to improve the relationship).
Problem: A study of 40,000 online forms showed that form completion rates drop when forms are longer and more complex.
Solution: Typeform will help you get valuable insights from customers without annoying them. Use it to create forms and surveys that can serve up one question at a time, boosting form completion rates. Best of all, your form is automatically optimized for mobile users.
3. Pure Chat
Problem: According to a Performics study, 49% of Americans would rather text than call a person.
Solution: If you want to connect with your customers, don’t ask them to pick up the phone! Today, offering live chat on your site is the easiest, most familiar way for consumers to engage with your business and get their questions answered ASAP.
4. Receiptful’s Feedback
Problem: The typical business only hears from 4% of its dissatisfied customers. Of the 96% who don’t voice their complaints, 91% will “quit” that business and never come back.
Solution: Find out what customers are thinking immediately after purchase with Feedback from Receiptful. Feedback includes a simple smiling or frowning face on customers’ receipts, so they can instantly react to their buying experience.
Problem: According to Social Habit, 32% of consumers who contact a business through social media expect a response in 30 minutes and 42% expect a response within 60!
Solution: If you want to keep customers happy, you’ve got to be able to connect with them wherever they are. In 2016, that’s social media, and Hootsuite is an easy way to watch all your social channels in one place so you can respond immediately.
6. Google Voice
Problem: In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person.
Solution: To have extended customer conversations and conduct interview-based customer satisfaction surveys, connecting over the phone is key. Google Voice is an easy way to get a business number and place free calls within the US and Canada – just make sure you allow customers to reach a real person!
Problem: A Nielsen report shows that 78% of consumers are not yet loyal to a particular brand.
Solution: A great way to keep customer satisfaction high is to reward your most loyal shoppers! Walmoo, a loyalty marketing platform, can be implemented by businesses with just an Android device and makes it easy for your customers to earn points for coming back.
Problem: RetailActive found that 68% of businesses lose a customer because the customer feels the company is indifferent about them.
Solution: Show appreciation for your customers with a simple thank you card. Lucidpress allows you to customize your note, then embed it in an email or send via URL. While writing thank you cards isn’t an exact science, it helps when your sentiment is specific and genuine. “Thank you for being a customer” won’t make you stand out, but adding details about the customer (“Thank you for dropping in on a busy Saturday night!”) and yourself (“Seersucker is my favorite fabric, and I hope this piece becomes a favorite of yours, too.”) can do wonders.
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