CSAT or customer satisfaction is the measure of how happy your customers are with your products and services. Customer happiness is something that most of the successful businesses today strive to excel in and the other businesses work at achieving.
There are a number of tips that are believed to be helpful in achieving customer satisfaction. Some of them include setting appropriate expectations for the customers, providing a 24/7 customer support, replying faster, making it easy for the customers to reach out to the customer support team and more! However, all these tips are effective only if they are followed the way they need to be. Din’t get it? Read on.
Make the agents aware about the aftereffects of their actions:
It is often said that you need to train your chat agents or support agents adequately so as to provide an exceptional customer service. Though it’s mandatory to train them and educate them about the products they’ll be selling, it is not the only thing to do. You further need to share the bigger organisational ambitions with them. You need to explain the importance of their role and give real-life examples of the aftereffects of their actions.
Provide all your support agents with a small refund budget:
Businesses often have a strict policy around refunds that restricts the chat CSRs from resolving certain customer issues. Such policies may lead to customer dissatisfaction. So, it’s advisable to provide your customer support team with a small refund budget so as to help the customers when a refund is necessary. This not only helps boost CSAT but also reduces the time taken to resolve a query.
Indulge into open ended-chat discussions with the customers:
Customer pain points are better known when the customers themselves tell what’s troubling them. The best way to do that is to bring a group of customers together and have an open-ended chat session. These chat sessions can let you know their preferences, likes, dislikes and their expectations from your business.
Take the CSAT survey a step further:
Surveying your customers is yet another effective way of increasing customer satisfaction. What nobody ever tells you about surveying your customers is- it is not the only thing that would magically boost your CSAT scores! Once you have surveyed your customers, you then need to investigate the cause of their dissatisfaction. The reason may vary from the customers being unhappy with the knowledge of your support agents to the need of them having to explain their problem over and over again. All you need to do is figure it out and shoo it away.
Keeping all these tips in mind, you can surely boost your CSAT like never before!
Source : https://www.livechatagent.com/tips-improve-csat/
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