How can we use customer feedback to inform our customer support strategy in 2023?
customer feedback
Here are some specific steps you can take to use customer feedback to inform your customer support strategy:
- Regularly review and analyze customer feedback: This can include reviews or ratings left by customers on your website or social media pages, comments or suggestions made through customer surveys or focus groups, or feedback provided through other channels (e.g., phone, email). Look for patterns or common themes in the feedback you receive, and use this information to identify areas for improvement in your support process.
- Make changes based on the feedback you receive: Once you have identified areas for improvement, use the feedback you have received to inform changes to your customer support strategy. For example, if you find that many customers are frustrated with long wait times when contacting your support team, you might decide to invest in additional staff or resources to improve response times.
- Use customer feedback to inform your training and development efforts: Use customer feedback to identify knowledge gaps or skills that your customer support team may need to better assist customers. Consider creating training programs or resources to address these needs and help your team stay up-to-date on the latest best practices in customer support.
- Use customer feedback to inform your product or service development: In addition to using customer feedback to improve your customer support process, you can also use it to inform the development of your product or service. For example, if you receive a lot of feedback from customers requesting a particular feature or functionality, you may want to consider adding it to your product roadmap.
- Communicate with customers: Use customer feedback as an opportunity to engage with your customers and show them that you value their input. Respond to their comments and suggestions, and let them know that you are working to address any issues they have raised. This can help build trust and improve the overall customer experience.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.