Having happy customers is the key to having a successful business.
If you fail to make your customers happy, you’ll probably get bad reviews and a bad brand reputation, which will likely lead to the decline of your business.
In today’s world, there are many actions and strategies that you can use to make your customers happier, and technology can facilitate this process.
Using artificial intelligence, for example, can help you offer a more personalized experience that can delight your potential clients.
Continue reading if you want to learn more. This article gives you seven technology solutions to make your customers happier.
Let’s go right to it.
What is customer satisfaction?
Customer satisfaction measures how happy customers are with a company’s products, services, and capabilities.
How to measure your customer satisfaction?
Prior to experimenting with technologies that can improve your customer’s experience, you should identify their level of satisfaction with your company, and look for ways to improve or change it.
There are many ways to calculate or get a better understanding of your customer satisfaction. Listed below are some of the most useful ones.
Customer experience surveys
Surveys are a great way to measure your customers’ satisfaction. By doing this, you will be able to ask questions and receive insightful answers from your customers, allowing you to determine whether any problems exist or if anything should be changed about your product, service, or business.
Customer experience survey templates are available if you don’t want to create them from scratch. These templates contain ready-to-use layouts, questions, and answers.
Social media comments
You can also determine your customer satisfaction level by looking at comments and other interactions on social media.
This explains why it is important to read the comments and messages you receive across all your social media channels attentively and to perhaps take note of the negative ones. The comments and messages you receive will often contain critiques or suggestions for improvement.
It’s no secret that reviews are powerful tools that often determine a business’s success or failure. A positive review will increase sales, while a negative review will hinder growth. Reviewing negative or neutral feedback will help you identify your business’s pain points and identify opportunities for improvement.
Customer satisfaction KPIs
If you want to be more precise about your customer satisfaction, you should calculate specific KPIs. Following are a few of the most important ones.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) indicates how loyal your customers are. NPS measures how likely someone is to recommend your brand’s products or services to family, friends, and colleagues. You calculate the NPS by analyzing all the responses to your surveys.
The churn rate is a measure of how many clients you lose over time. High numbers indicate poor customer retention. This percentage may not provide a complete picture of what is happening in your business, but it is a good indication that something is amiss.
Customer satisfaction score (CSAT)
CSAT is a measure of how satisfied customers are with the product and the service provided by your company. CSAT is calculated as a percentage. 100% is great; 0% is dissatisfactory.
One way to calculate this score is to provide your clients and other people who interact with your business with a simple one-question survey in which they are asked to rate their satisfaction with your products or services.
Return customer rate
Return customer rate shows the percentage of customers who make a second purchase from you. The higher this rate is, the better it is and shows a better level of customer satisfaction.
Best 7 technology solutions to make your customers happier
After knowing your customer satisfaction levels and determining the areas of your business or products or services that need improvement or adjustments, it is time to explore all the technology solutions that will assist you. The following are some of the most effective.
1. VR and AR: provide a more engaging and immersive customer experience
The terms Virtual Reality (VR) and Augmented Reality (AR) must already be familiar to you.
Virtual reality offers a purely virtual experience, while augmented reality offers a virtual experience combined with reality.
Pokémon Go is an example of Augmented Reality, which combines virtuality and reality to engage users. An example of VR is the Oculus Rift, a line of virtual reality headsets developed and manufactured by Oculus VR.
Technology solutions like these and more can make customers happier, as they provide a better and more engaging experience that will delight them.
Therefore, implementing such technologies into your business will surely enhance your reputation and customer satisfaction levels.
2. Leverage the power of social media
Social media platforms have become the new channels through which customers can express their opinions, whether positive or negative. However, they also represent a place where customers can receive customer service as they would on your website.
As such, you should make sure you provide an omnichannel experience by ensuring the quality and efficiency of the service you provide on your website equals the one you provide on all your social media platforms.
As well as providing customer support, you can also leverage the power of social media and use them to improve the relationship with your customers and get closer to them by sharing valuable content, asking for opinions, getting interactions, and launching engaging initiatives, such as giveaways and contests.
3. Offer a customized experience using AI and ML
Artificial Intelligence (AI) and Machine Learning (ML) are the technologies of the moment that can help you improve customer satisfaction.
The technologies can analyze the behavior of your website’s visitors, help you offer a more personalized experience (for example, by greeting users when they log in with their first name), and make recommendations based on previous actions (for example, suggest related products based on previous purchases or products viewed).
A personalized experience will make your customers happier as you contribute to making them feel important during the navigation and purchase process.
By leveraging AI and ML, you can also automate some tasks and improve your business’ efficiency.
4. Provide excellent support service using chatbots and live chats
Your support service’s effectiveness and efficiency can certainly impact and influence your customer’s happiness.
Users today are becoming more impatient and expect to have answers and solutions instantly. Taking too long to respond or provide solutions will result in unsatisfied and unhappy customers.
As a result, it is extremely important that the support service your business provides is both fast and efficient. In order to accomplish this, you can rely on AI and use chatbots and live chats.
Chatbots will save you or your staff from having to answer the same questions repeatedly. The chatbots analyze the information contained in a knowledge base, including FAQs and previous conversations, and provide effective and instant responses automatically.
Sometimes chatbots cannot resolve more complicated issues posed by customers. It is crucial for your business to implement also live chats and to have a team of experts available to manage your customers’ issues.
5. Provide loyal programs, discount codes, etc.
Making your customers feel valued and important is another way to make them happier.
Among the most effective ways to accomplish this are loyalty programs and promotional gifts, such as discount codes.
Not only does this make returning customers feel appreciated, but it also encourages new clients to join and make purchases from you.
Along with increasing sales, loyalty programs and online codes will also improve your brand awareness and reputation, which will lead to your clients becoming your brand ambassadors and providing you with free advertising.
6. Understand customer behavior and preferences leveraging analytics tools
By understanding the behavior of your customers, how they navigate and interact with your website, you will be able to determine their preferences and interests so you can take the right actions to make leverage for your business.
By using advanced analytics tools, you can examine your customers’ actions in detail and gain insights, which you can use to your advantage.
7. Offer exceptional mobile experience
Over 90% of the global internet population uses a mobile device to go online. It is important to optimize your website for mobile devices and to make sure that users can navigate and interact with it smoothly.
Therefore, make sure that interactive elements and layout are clearly visible and clickable. Additionally, you should ensure that your website loads fast and all elements load correctly.
Every business thrives when its customers are happy and satisfied.
While it was difficult in the past to improve customer satisfaction, modern technology makes the process easier and faster.
We have seen throughout this article that technology solutions such as artificial intelligence, social media, and analytics tools can make it easier for you to understand your customers’ preferences and provide better service.
By implementing these solutions into your business, you can surely improve customer satisfaction and enhance the reputation of your brand.
I appreciate you taking the time to read this article. Hopefully, you found it insightful and helpful.
Here is a blog post about 10 known facts about customer experience if you want to discover more.
Author: Flavia Silipo
Flavia Silipo is a skilled SEO copywriter and digital marketing specialist with over two years of experience. You can find her on LinkedIn.