Quick Response to Live Feedback: Ensure Customer Satisfaction and Engagement through Social Channels

We all like our issues to be resolved, while complaining to a company’s customer service agent. But, what makes us buy their products again and again? Or what makes us recommend them to our friends? We know that the quality of the product means a lot to us, but there are some additional factors always running in our head, while recommending a brand.

70% of buying experience depends on how the consumers feel they are being treated. Though companies are now investing record amounts of money in customer support operations, what’s regularly missing in our experience is the spark between us and the customer support agent. This spark can help transform a skeptical customer into a committed brand follower.

Statistics given below will help you understand why customers leave a company-

Be where Your Customers are

Since its inception, social media has played an important role in how individuals interact with each other. From a business’s point of view, it contributes to how organizations interact with potential and existing customers. Social media has become a standard platform to share customer experience. Let’s check out some quick facts-

• 84% of the marketers believe that social media can enhance their existing customer relationships.
• Online adults (Age Group: 18-34) are most likely to follow (near about 95%) a brand via social networking sites.
• 71% of the customers, who have good social media service experience with a brand, are more likely to recommend it to others.

The graph given below will give you a better understanding about the statistics of active users for top social networking sites-

Customer Expectations Regarding the Response to Live Feedback

The term ‘expectation’ can easily confuse anyone. Customers choose a brand via a number of channels — word of mouth referrals, company website, online reviews, social media involvement, printed collateral and even the appearance of your storefront. But the most important thing that companies frequently miss out is providing prompt response to feedbacks or enquiries.

Usually customers expect a lot, when they give online feedback or talk about a brand on social media. But unfortunately most of the companies fail to address it at the right time.

• One out of three social media users prefer to reach out a brand on social networking sites for customer service and 63% of them expect companies to provide customer service on social media platform.
• As a matter of fact, 75% of social media users expect to hear a response from a customer service agent within an hour or even less.
• 25% of customers who complain about a product or service on Facebook, expect a response from the company within one hour.
• 53% of people, who tweet about a brand, expect a reply within one hour. That figure rises to at least 72% for those with a complaint.
• Whereas, just 14% of customers anticipate a response will take a full day or more than 48 hours.

Exceed Customer Expectation: Stay Connected

If you want to provide a quick reaction to your customers’ live feedback, you have to connect with them anyway. You need to address each and every notification on time. So under these circumstances, a common helpdesk platform is required to access every notification and respond seamlessly. This endorses the inevitability of employing CRM software in the system.

CRM software enhances the connectivity with your customers in every aspect. It simplifies the customer operation system and ensures better and long term relationships.

It enables you to gather all customer feedback from diverse social networking sites. So, you can reply to all of them, using a single platform.

You can even identify a particular customer enquiry by its ticket number. It makes tracking the status of an enquiry or feedback hasslefree.

Speed up Your Response with Mobile CRM

To explain the importance of Customer Relationship Management software, it is necessary to clarify how ‘speed factor’ effects on customer engagement. For each customer, who bothers to complain or give feedback about a brand, 26 other customers remain silent. But, what is the reason behind this silence?

• 43% of consumers do not complain or leave feedback, because they don’t think the companies care about customer feedback.
• Among them, 81% of consumers would be willing to give feedback, if they knew they would get a prompt response.

So, quick response can ensure customer engagement to a large extent. If you want to organize your system of responding to live customer feedback, a mobile CRM application will be the best option for you.

Conclusion

This is the age of customers. Both small and large businesses are dedicated to satisfy their customers by all means. Last year it was seen that the CRM usage increased from 56% to 74% and definitely for a good reason. Prompt responses to live feedback add value to customer experience, hence gives them assurance of dedicated service and excellent customer support.

If you are yet to embrace a CRM software – now is the right time to get it, with the half of your competitors already on board.

The Key to Increasing Your Sales: It’s All about Following-up

Following up with the clients and customers is one of the most vital business strategies a sales or marketing person can follow. It is now an established fact in sales and marketing sector. The follow-ups add value to the product or service and helps to build a long term relationship with the customer.

If you meet a really good prospect today, how long would you wait to follow-up with the client?

If you have no standardized plan to make follow-up calls or emails, let us show you some facts first. It will help clarify the entire scenario.

Facts to Motivate You to Make Follow-up Calls

• Generally, it takes around 8 call attempts to reach a prospect. Whereas, most of the salespersons only make 2 attempts to reach a prospect.
• 44% of the salespersons give up after one follow-up.
• Around 80% of sales require 5 follow-up calls after meeting.
• Following up with web leads within 5 minutes ensures 9 times more likelihood of conversion.

Get a Clear Perspective by Following-up

Sometimes it sounds like people keep calling their customers only to make a good impression over them. But it’s not true. The primary concern of a follow-up call is to know where the client stands in the current deal. That is how you can get a clear perspective and a better understanding about the sales development factors.

Besides, follow-up calls can address possible problems earlier. Make sure to encourage your client or customer to ask questions to make everything clear. Answer all queries before ending the call. This way you’re also letting the client know that your business provides outstanding customer support, no matter what the situation is.

Add Value to Your Product or Service

While engaging in an initial selling process, reasonable frequent calls can add value to your service or product. Even if the deal appears to be closed, a follow-up call can help to express the you are interested in building long-term relationships.

When you have nothing to gain after you’ve made the sale, the client gradually trusts that you were telling the truth.

This kind of trust ensures not only customer satisfaction, but also the recommendations or referrals. Even the trust in a single product may turn into loyalty towards the entire brand. This can influence the future purchase decisions as well.

Follow-up Call: A deciding Factor behind Sale

You can easily imagine from your own purchasing experience. What are the most influencing factors behind a purchase? When you feel appreciated by the shop assistant, you are more likely to purchase more than one product from that shop.

Besides, follow-up call works as a reminder as well. It also helps to reach busy buyers and increase sales.

Managing All Contacts with One Tool: A Perfect Utility of CRM

Now, how to manage customer contact details easily? This is obviously a huge question. Besides, it is not just the question of managing contact details, a salesperson needs to remember a plenty of things- status of the deal, enquiry details, when to call the customer, the last conversation details, the background of the client, and many others.

One of the basic advantages of CRM is to leverage the access and management of entire customer support system, along with other necessary information. Below are the advantages you can get from a mobile Customer Relationship Management application:

• With a mobile CRM you can receive call reminder and meeting reminder.
• It helps to keep track of the sales progression.
• Before calling the customer you can see the call history and last conversation details.
• You can put new details and change the status of the prospect.
• You can create a ticket number for each customer enquiry.
• The ticket number will help you find the details and status of the customer enquiry.

Moreover, since all the customer-related information is stored in your mobile CRM, it helps you analyze the requirements of the customers and even anticipate their problems. All these increase customer satisfaction and secure sales, in addition to the higher profit margins.

Conclusion

In a nutshell, a salesperson should aim for a long term relationship with the customers, in spite of looking for the short-time profits. Hence, if you want to retain your customers for a long duration, you have to recognize the importance of following-up with the prospect. The CRM software enhances the sales possibilities with its call management facilities that boosts the entire selling process.