“Companies foster reactive customer experiences by waiting for a client to contact their support team.”
2. Proactive communication
Far too often, companies foster reactive customer experiences by waiting for a client to contact their support team before beginning a conversation. Instead, businesses should reach out to customers proactively and anticipate their needs. Take the time to analyze how a customer is using the product as well as their relationship with customer support. Reach out to clients regularly to give them tips and pointers on how to use software more effectively, and start conversations with customers who aren’t using the tool as often as expected. Finally, implement an effective communication strategy for new features and updates.
3. Actionable research
Research is a crucial part of customer retention that can help reduce turnover dramatically. With the right online support software, businesses have access to valuable information about where customer relationships faltered and patterns that lead to attrition. For example, if multiple clients contacted customer support about a capability, a tool, or feature the product didn’t offer, businesses can use this insight to improve their offering and maintain lasting relationships. Moreover, companies should conduct research to determine the strong points of their customer experiences that lead to retention.
4. Exemplary support
Lastly, top-notch customer service is essential to creating positive experiences that drive long-term relationships with clients. As research from Accenture revealed, 53 percent of U.S. consumers switched providers due to poor service in at least one industry, and 80 percent of this turnover could be avoided through better resolution. Companies that leverage advanced B2B customer service software are in a better position to give clients the resolutions they need quickly. Through a collaborative, interactive approach that gives customers access to multiple channels to receive support, businesses can reduce churn and provide exemplary customer service.