CSAT stands for Customer Satisfaction and CSAT score is the measurement of customer satisfaction towards your company’s products/services.. It can vary from extremely satisfied to extremely dissatisfied.
Customer Satisfaction is paramount for any business to sustain and grow because if the customers are happy, they return and they return with more leads due to word of mouth. So it becomes imperative to make sure you take their feedback, keep a track of CSAT score & make sure it stays high and intact.
Ways To Reduce Call Volumes With Self Service-
Addition Of Chatbots
A bot is a software program or application designed for specific tasks and they run on automated scripts.
ChatBots are a type of virtual assistant that help customers with any query through fixed presets of questions and responses. AI based Chatbots also use Machine Learning and NLP which is “Natural Language Processing” that helps in adapting humans’ talking style. Customers can pretty much go to the chat and have their ticket solved in seconds to minutes that reduces the call volume.
User Friendly Transactions
Make sure the website is easy to read and order placement procedure is seamless. No customer wants to go through tons of pages before arriving at the payment option and that there are no glitches in the websites that arouses any payment issue.
Mapping Customer Journey
Inbound calls can be reduced by studying the customers’ purchasing behaviours & in layman’s terms how they are going to act. Agents can predict how customers are going to act at each touchpoint and already have a plan in place to make the necessary actions.
Provide Self-Service Resources
These resources can play a substantial role in reducing the call volume as they can potentially assist customers in providing them with solutions to the queries. These resources can be in the form of FAQs. This helps in filtration of easy queries and prepares your team for the complicated ones.
Improve Customer Satisfaction With Self Service Portals-
Self Service Portals can really take your support service and customer satisfaction up by a notch, here’s how-
Decrease In Wait Time
When every query has to be addressed by an agent, it creates a surge in time to get them all solved. Customers can get their queries cleared with so much ease and within no time through self service tools.
Effortless Feedback
Companies at times tend to think it’s a hassle for the customers to provide feedback but it's the opposite in the majority of the cases. Customers want to be heard and they are always speaking, companies need to listen to them not just hear. Self service portals provide seamless options to provide feedback that companies can use for further tweaking and product/ service improvements.
Abstain from holding up in lines
Clients can abstain from looking out for the telephone or at an assistance place by mentioning support on the web or scheduling an arrangement for field service.
Tracking Of Products
In this modern era we are all spoiled by fast deliveries & we want everything the very next day. Self service tools help customers just by putting off that impatience by allowing them to see where the product and its estimated delivery.
Increased Convenience
Convenience and satisfaction go hand in hand. The more convenient you make the service, the better outcome you tend to get. Through self service portals customers can access the service through multiple mediums such as web, email, chat etc.
Few years back when there wasn’t any innovation put into customer service, purchasers had to wait exponentially just to have their queries solved via calls or mails which are traditional ways and they still have their place but with the ingress of self service portals and automated customer service, it has helped businesses build a solid customer support which does not only serve the customers but also helps companies to gain insights, analytics and purchasing patterns which furthermore helps in lead generation, customer retention and improved products/services.
Kapture CRM provides a self service portal for customers via Kapture One Suite through products such as Contact Center where customers can reach out via their preferred channel and raise query. Service Center where the agents can keep them updated and customers can raise tickets. It also provides Live Chat which is one of the fastest ways to serve the customers.
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