Remote operations
Marc Prempain
15 April 2024
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Customer service is as crucial to customer experience as ever. As more and more companies move online, new technologies like remote assistance allow companies to stay one step ahead of customer expectations. As this high level of service becomes the norm, what strategies can you take to ensure that your company doesn’t miss a beat? Whether you work in sales or customer support, we’ll explore proven techniques for exceeding customer expectations in this article.
In order to meet customer expectations, you need to know what they expect in the first place. Getting to know your customers, their preferences, and their dislikes are crucial. The good news is that today, it’s never been easier. Getting to know your customers means following along with them on the customer journey. At each step of the way, new solutions like CRM software make it easier to understand your customer expectations. For pre-sales, co-browsing is a technology that allows your sales representative to follow along as the customer browses your website. They can quickly answer any questions by text chat.
After a sale, remote assistance solutions like ViiBE allow the customer service department to connect to a customer experiencing an issue quickly. Any important information can be saved in the centralized knowledge base and accessed again if a follow-up call is needed. This attention to detail helps make the customer feel supported. A company that knows its customers and can exceed expectations will earn long-term loyal customers.
Use customer feedback surveys to gauge what parts of your service are lacking and what you are doing right. ViiBE’s quick post-call survey tracks KPIs like Net Promoter Score (NPS) in real-time. Net Promoter Score is an often-used metric to measure customer satisfaction. NPS is central to customer satisfaction because it tracks the likelihood that a customer will recommend your products or services. Tracking KPIs makes it easier to keep track of sudden changes or employee-specific issues.
ViiBE’s post-call survey also tracks FCR (First Call Resolution.) FCR shows you if your contact center is making too many follow-up calls. While follow-up calls are sometimes necessary to resolve complex issues, too many follow-ups can be a problem. Customers calling back multiple times are especially prone to be frustrated. The feedback from KPI tracking can help you pinpoint problem areas to investigate further with customized customer feedback surveys.
Customers are often happy to give feedback, but their time is valuable. Determine what questions are the most pertinent ahead of time. Think about what kind of data you want to measure and what information you will need to do so. As previously mentioned, use data like KPIs to inform your question creation. It is also a good idea to formulate the questions to give you at Customer Satisfaction Score (CSAT.)
Another excellent resource for questions is your staff. Nobody knows your customers better. Meeting and exceeding customer expectations means getting employees to give feedback regularly. Everyone from the sales team to the customer service department has something to say about what customers are experiencing and what they love about your product. Staff feedback will help you form questions that will gather the most relevant information from your customers.
Once you have prepared the questions, it’s time to get your customer feedback collecting operation ready. Gather relevant employees and prepare a customer feedback team. Divide the team into smaller components: feedback collection, feedback analysis, and follow-up.
Feedback collection teams will collect the feedback from customers in a few different ways. First, they can gather information from ViiBE’s KPI data. Second, they can meet with customer-facing employees and ask for outstanding examples where the customer was either particularly satisfied or unsatisfied. Since ViiBE can store call videos in its knowledge base, the feedback team can quickly find the relevant videos and forward them to the feedback analysis team. Finally, they can call customers directly in a ViiBE call. ViiBE allows call scheduling so that customers can be contacted at the most convenient time.
Next, the feedback analysis team looks at customer interactions in detail. On a macro level, they analyze KPI data for customer interactions as a whole. They come up with suggestions on problem areas that need attention. Next, they examine individual customer interactions from the videos. You can flag any outstanding examples for later use in training.
Finally, the follow-up team compiles a list of customers who were unsatisfied with their interaction. If you failed to meet expectations, reach out to those customers and see if you can perform a service recovery. ViiBE gives you the option to set up a virtual call center if you don’t have one already. A video call is better than a phone call because it allows the representative to express and understand non-verbal communication cues with the customer. Based on the conclusions of the feedback analysis team and the experiences of the follow-up team, you can create training to ensure your staff as a whole improve their practices. ViiBE makes it easy to use videos of real customer examples and store training-related information in an always-available location: the knowledge base.
Customers don’t expect this level of attention to detail. But going the extra mile means creating a whole system to improve your customer service constantly. In the long run, attentive service will bring you customer loyalty. Unsatisfied customers may share bad experiences on social media, but so can satisfied ones.
It takes work to get to know your customers and meet their expectations. Exceeding their expectations takes even more. Customer satisfaction surveys have long been the norm and are still valuable tools. Still, new technologies like ViiBE’s remote assistance software have made it simpler to track customer satisfaction through its post-call survey. Beyond simply tracking key performance indicators, ViiBE bridges the communication between your company and your customers. It simplifies the call itself and makes it easy to go back and analyze what happened when there is a service failure. Today, exceeding customer expectations means creating a system to collect feedback and implement changes as necessary. ViiBE makes this complex task more straightforward than ever.
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