Creating a successful business requires the ability to deliver excellent customer service at all times. Knowing how to effectively measure and track the satisfaction that your customers have with your business is a way to implement changes to improve your business as you grow.
Ask for Feedback from Your Customers Directly
Asking for feedback from your customers directly is a great way to gain valuable insight into issues you may need to address or remedy. Provide customers with a survey each time they complete a purchase with you or whenever you send an email newsletter blast. You can also ask for feedback directly from customers by implementing polls and surveys on your official website and by sharing them with various social media platforms.
Track Your SaaS Customer Journey
Track your SaaS customer journey to determine how your website is navigated and how purchases are made from start to finish. Understanding the journey your website users take from becoming visitors to registered customers is essential to providing them with the customer service they need to remain satisfied. Once you are familiar with the customer journey of your website, it is much easier to address potential customer service issues that may arise.
Track and Monitor Customer Support Services
Take the time to track and monitor all customer support services your business currently provides to your customers. Monitor live chat systems, ticket systems, email systems, and even phone support systems you have in place. Create guidelines and host conference meetings to help prep and train employees to provide excellent customer service to your customers and clients at all times.
Monitor, Track, and Analyze Analytics
Monitoring, tracking, and analyzing the analytics and data you receive with your online store and website is crucial when devising a customer service marketing strategy. In order to truly understand the wants and needs of your customers, it is essential to monitor and track the analytic reports you receive for your website and online eCommerce storefront regularly. Tracking and monitoring data you receive in real-time can also provide you with valuable insight into how your visitors access, navigate and use your website to shop.
Knowing how you successfully measure and track your customers’ satisfaction is key to truly delivering top-notch excellent customer service. With a thorough understanding of your target customer and the right measuring tools, continuously improve the level of customer service you deliver to improve customer satisfaction rates.
Guest author, Lizzie Weakley is a freelance writer from Columbus, Ohio. She went to college at The Ohio State University where she studied communications. In her free time, she enjoys the outdoors and long walks in the park with her 3-year-old husky Snowball. @LizzieWeakley
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