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.