The Road to Customer Satisfaction: Best Practices Unveiled

Table of contents

1 . What is the importance of customer satisfaction?

2. The Five Pillars of Customer Satisfaction in Your Business

3. Customer Satisfaction Tools and Software

Customer Satisfaction is a key metric that businesses use to understand how happy a customer is with their product or service. The customers usually respond within a range of highly satisfied to highly unsatisfied to express their opinion.

Let us look at two scenarios that can prompt a customer to award the extreme scores.

1. A customer orders some food on an app. The food delivered is stale. They reach out to customer support and explain the issue. An agent acknowledges the issue, apologizes for the experience, and offers a refund.

2. A customer who had ordered a sweater is unhappy with the fit. He tried to return the product but they are unable to create the return.

He reached out to customer support and wait in an IVR queue for 10 minutes before they can talk to an agent. They explain the issue to the agent, who further explains that the product delivered is of the correct size and hence, cannot be returned. End of call.

The first scenario is the ideal situation to having a satisfied customer. The second, with no resolution and ineffective support, is a scenario that customers dread and will want to walk away from.

Having a satisfied customer base is important for every business. A satisfied customer will not only make repeat purchases but also recommend the brand to friends. A metric like Customer Satisfaction (CSAT) allows you to understand customer sentiment and further work towards making the product and service better.

CSAT FORMULA

The Customer Satisfaction score can be calculated using a straightforward formula. Divide the total number of customers who are “very satisfied” (5) or “satisfied” (4) by the total number of responses to determine the percentage of satisfied consumers. Next, calculate your customer happiness percentage by multiplying the result by 100.

What is the importance of customer satisfaction?

Let us view some facts related to customer satisfaction.

• According to Gartner, 81% of marketers view customer satisfaction as the main competition area in their industry.
• According to PwC, 59% of customers will leave a company after several bad experiences, and 17% after one bad customer experience. Yes, this also concerns your previously loyal customers. 
• According to a survey by Microsoft, 61% of their respondents have switched brands due to poor customer service, and the trend continues.

These facts show us how important customer satisfaction is for the growth and success of a company. There are several ways in which achieving customer satisfaction helps your company, they are-

1 . Increased brand loyalty

Customers tend to stay loyal to the brands that understand their needs and requirements and keep them happy and satisfied. Happy and satisfied customers will promote your brand for free by recommending it to their friends and family.

Negative feedback has a really bad effect on your brand image and it also affects the loyalty of the existing customers.

Over 70% of consumers are more likely to recommend a brand if it has a good loyalty program. A very satisfied customer is also more likely to stay with the brand for a longer period.

2. Your emergency helpers

The pandemic was a really rough time for every industry but every industry revived as soon as things started to get normal or even before that because of their loyal customers. They supported the brand during the time of crisis and helped them survive through it. The trust of customers in brands keeps them going through any crisis as they love their brand and want to see them grow and prosper.

According to research by Hubspot, 81% of customers trust recommendations from family and friends over those from companies. A recommendation from your loyal customers to their friends and family can help the brand during tough times.

3. Saves a lot of your money and resources

Pleased customers become your most zealous supporters. Their favorable word-of-mouth gives your business legitimacy, appeal, and aids in the acquisition of new clients. This saves companies a significant amount of money that they would otherwise spend on marketing and promotional activities to recruit new consumers.

Businesses spend on average 21% of marketing budgets on advertising, with two-thirds of that advertising money now spent online – Gartner

The Five Pillars of Customer Satisfaction in Your Business

Every business is trying to figure out a way to perfectly satisfy their customers in every possible way. We believe the following 5 factors are responsible for shaping customer satisfaction:

1. Employees: The Key to Customer Satisfaction

Customers form an opinion or perspective about a brand after interacting with the employees of the brand.

A. Train your employees

Whenever a customer reaches your customer support team with a query or complaint, they expect a quick resolution. When your employees have complete knowledge about the product or service, they are able to resolve the issues quickly.

Kapture gives you a Learning Management System(LMS) for your employees which helps them stay updated about your product or service. It helps you conduct tests and quizzes, assesses training modules, and upload courses that can educate and keep them updated about the product.

B. Empower your employees with better tools

A combination of the right tools and knowledge can help you get the desired customer satisfaction score. Just answering the questions isn’t enough, your employees need the tool which allows them to resolve the complaint by performing a particular task.

2. Understand your customer

Customers can help you achieve all your goals and help your business grow only if you know how to keep them happy and satisfied. Understanding the needs and desires of your customers is one of the factors which influences customer satisfaction.

A. Meeting Customers Where They Are

Customers love to have multiple channels of communication with the brands. Customers reach brands through different channels like calls, emails, and social media. Omnichannel support feature from CX systems empowers the agent to get all the queries coming from different channels into a single platform and resolve them with ease.

B. Personalized Support

Building relationships with the customers is one of the ways to keep them happy and satisfied. Customers expect their brands to understand their needs. Personalization enhances the customer experience, boosts sales, and increses customer satisfaction.

A ticket management system helps you to analyze the customer data and give a more personalized customer support experience to your customers.

3. Leverage Technology

 Modern technology can assist businesses in meeting the demands of their customers more efficiently. It enables a brand to become a good listener, to be aware of all client demands, to meet them on the appropriate platforms, and to give the best solutions on time. 

A . Ensure Your Brand is Always Within Reach

Your products and services should be available to your customers through every channel.

Even after a purchase is made, the customers should be able to reach your brand with ease on every available platform. This helps in building a sense of trust and loyalty among the customers and keeps them happy and satisfied.

B. Self-help for Quick Customer Resolutions

We all can agree on the fact that the customers of this generation are very impatient and expect their problems to be solved quickly. AI and ML (Artificial Intelligence and Machine Learning) powered bots are some of the ways by which customers can help themselves with the petty queries they have on their minds. Implementing these bots in your business saves time for both customers and agents to achieve faster resolutions.

Kapture’s One Suite comes with an AI-powered bot that can be configured and modified according to your requirements. Your agents can focus on more serious and high-priority tasks and recurring issues are resolved by the customers themselves which ensure better aspects of customer satisfaction.

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4. Rewards and recognition

Customer loyalty programs are incentives used by businesses to entice customers to return to their brand. Instead of courting new consumers, you may build customer loyalty programs to reward your existing ones. However, if new consumers learn about your program, they may be interested in checking out your company as well.

A loyalty program can assist you in making your present consumers feel good about supporting your business. You show them you value their business by rewarding them for their purchases.

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5. Simplify Customer Interactions

Convenience is an important factor in creating a great experience. Consumers are influenced by where they go, what they buy, and who they interact with whether they have prompt service and are easy to use. Companies should ensure that the channels through which customers reach the brands are simple and easy to use.

This gives them a sense of satisfaction that the brand has always got their back and can be approached easily by both customers and agents. It can be hard for them if they have to work on a complicated and not-so user-friendly system.

Customer Satisfaction Tools and Software

Ensuring customer satisfaction is crucial for any business, and leveraging the right tools and software can make a significant difference. Here are some essential tools and software that can help improve customer satisfaction:

1. Ticketing System: A ticketing system is essential for managing customer inquiries and issues efficiently. Kapture’s ticket management system helps you analyze customer data and provide personalized support experiences. This system streamlines communication and ensures that all customer issues are addressed promptly and effectively.
2. Customer Service Software: Comprehensive customer service software can integrate various support channels, enabling businesses to offer consistent and efficient service. Kapture’s One Suite includes an AI-powered bot that can be configured to meet specific requirements. This bot handles recurring issues, allowing your agents to focus on more complex and high-priority tasks, ultimately enhancing customer satisfaction.
3. Learning Management System (LMS): Kapture provides an LMS for your employees, ensuring they are always up-to-date with your products or services. This system allows you to conduct tests and quizzes, assess training modules, and upload courses to educate and keep your team informed. Well-trained employees resolve customer issues quickly and efficiently, leading to higher customer satisfaction.
4. Survey Tools: In addition to CSAT surveys, other survey tools can help gather detailed feedback from customers. You can use these tools to conduct in-depth surveys, gather insights, and identify areas for improvement.
   Kapture Insights enables you to understand all your customers’ expectations at every touchpoint of their journey. A highly configurable platform, Kapture Insights allows businesses to amplify their customer experience with persona-focused surveys that help analyze and resolve customer concerns using a unique scoring model, resulting in collaborative transformation for your business.

By utilizing these tools and software, businesses can ensure a more efficient, personalized, and responsive customer support experience, leading to increased customer satisfaction and loyalty.

Elevate Customer Satisfaction with Kapture

Every company wants to provide its customers with a top-class customer service experience so that the customers are satisfied. 

Kapture’s One Suite is designed to increase efficiency, competency and productivity for your support team, which will lead to faster resolutions. With our system, your agents can monitor and resolve multiple tickets from multiple channels regardless of volume, on a single platform. 

To handle multiple complaints at the same time, categorize tickets, set priority and provide contextual resolutions and see your customers smile, give the right tool to your agents, schedule a demo with Kapture today!

Frequently Asked Questions