Social media and the internet have taken over today’s society. Now more than ever, people will choose to use online chat support, or simply comment on a business’s Facebook page, rather than call their customer support line. Often times, using the internet is the easiest way to get what they need and want more quickly – versus if they were to call into a help line. But, sometimes things do not go as smoothly as planned. Sometimes customers make contact out of curiosity, to praise the company, or sometimes, to voice a complaint. It is important for any company to value these interactions and get the most out of them; for both the companies themselves, and also for their customers. So, how can you successfully increase the value of every interaction?
Use the Data
As a company, you collect data from all of your interactions, whether they are from your website, call center, or Facebook page. One way to get value from customer interactions is to view the data, and use it intelligently. What are the customer using most? How many are leaving their interactions with a happy feeling? What interactions do people leave most satisfied from? Look at the data to see what needs to be improved, and how you can improve it. Furthermore, figure out which platform your customers are using the most, and take action to make it better.
Rehearse
When it comes to call center interactions, customers often leave feeling defeated, and as if they have been given the “run around.” Even online chat support can end with customers leaving frustrated – and this is not helpful when you’re trying to increase an interaction’s value. Those who are interacting with customers on a daily basis should be well trained, and should regularly rehearse how to respond to, and how to deal with difficult requests and customer frustrations.
Look At Analytics
Analytics allow us to look at customer interactions at the micro and macro level, potentially increasing the value of each personal interaction. When a representative can get into a deep, personalized conversation with a customer, they can make offers and suggest products and services that really interest them. Using analytics will make each customer interaction matter – and will be meaningful for both the company and its client.
