A recent one study from Karlstad University about customer experiences in support shows strong support for the importance of a good support experience. The customer wants good help when needed, and those who can provide it enjoy stronger sales, more loyal customers and more new customers thanks to referrals. For companies with internal support, internal criticism is reduced and cases are easier to handle with happier users.
Support experiences – What to consider?
- Ongoing follow-up of cases - by asking: was your case resolved satisfactorily, there is the opportunity to save missed situations when they happen and before the support customer spreads their dissatisfaction.
- Asking directly by email gives a high response rate - by directly asking a question in the email about whether the matter has been resolved satisfactorily, the threshold to start answering is lowered, the respondent notices that it is a short survey and the response rate is high.
- Customers who are satisfied with support buy more – A support with a high proportion of recommendations (Net promoter score +30) drives customer loyalty, upselling and customer acquisition.
- Develop and act with the help of feedback system support with workflow. With inbox functionality, responses can be easily sorted into different groups to be managed, contacted and classified.
- Healing to be contacted based on their answers. Several independent studies show that customers who are contacted if they are dissatisfied lead to
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Study
A recent study from the University of Karlstad on The Role of Customer Support Service in Relationship Strengthening shows strong support for the importance of a good support experience. Customer wants to get good help when needed and those who can give it to their customers enjoy stronger sales, more loyal customers and more new customers through recommendation. For companies with internal support reduced internal criticism which leads to easier handling of support errands.
Support Customer Experiences – What should you consider?
• Continuous monitoring support errands – by asking, was your case resolved in a satisfactory manner, it is possible to rescue the failed situations when they occur and before the customer support widespread dissatisfaction.
• Questions directly in mail give a high response rate – by directly in the email to ask a question if the matter had been resolved in a satisfactory manner, lowering the threshold to start answering, respondent notice that there is a short survey and response rates are high.
• Customers who are satisfied with the support are more profitable – a support with high recommendation rate (Net promoter score +30) drives customer loyalty, increased sales and customer acquisition.
• Developed with the help of feedback system with workflow. With the inbox functionality replies can be easily rearranged into different sections to be handled, contacted and classified.
• Healing will be contacted based on their answers. Several independent studies show that customers who are contacted if they indicate their dissatisfaction leads to
/ Quicksearch
