Customers are like romantic partners. Their needs are always changing and among them are a range of different tastes, expectations and temperaments. Failing to satisfy just one of those needs could leave you a lasting and damaging reputation.
And worst of all, what if you don’t have a clue what you did wrong? How are you going to make sure it won’t happen again if you don’t even know the cause of their dissatisfaction? Think about it.
According to Ruby Newell-Legner in Understanding Customers, it takes 12 positive experiences to make up for one unresolved negative experience. That’s a lot of making up to do.
As with any relationship, communication between clients and businesses is key. One of the biggest killers of cheeriness originates in a lack of communication which leads to distrust, and sometimes even betrayal.
Reaching out to customers and hearing their honest feedback is a difficult task at the best of times. Some software companies have realized this and developed advanced customer experience solutions which will help you keep a smile on your customers’ face.
Wavetec
Customer experience solutions company, Wavetec have come up with innovative ways to keep your customer from walking off with your biggest competitor.
Wavesphere, Wavetec’s service area concept presents a holistic approach to improving customer experience. Its queue management system keeps the flow of customers under control and reduces the amount of time they have to wait.
In the short time they do wait, Wavetec’s service area design provides customers with mobile apps and kiosks programmed to deliver contacts and offers. Then, real-time feedback mechanisms will broadcast customer experiences to major social media channels.
Wavetec technology can improve customer service in a range of different industries. Who knows, it might turn airports into friendly places where the sound of laughter may actually be heard instead of the constant murmur of panic.
Inbify
Customer experience management software, Inbify, focus on frictionless ways to get feedback.
By using SMS, Facebook Messenger and email in one single dashboard, Inbify can privately and effectively manage customer needs without causing any drama.
It provides you with a real-time feed that lets you review and respond to customer feedback immediately and from anywhere. It also uses metrics to model the feedback data using easy to read graphs which highlight trends and issues before they become a problem.
Inbify is suited to all types of businesses; from retail to government, its services can offer advanced and effective customer needs management.
Instaply
Instaply’s TaaS™ (Text as a Service™) is a smart, effective way of communicating with your services.
Instaply’s directory of ‘text-friendly’ businesses enables consumers to directly contact those businesses through their iPhone or Android smartphone. 97% of smartphone owners use text messaging, making it the most widely used basic feature – a convenient, easy way of providing true customer service from your device wherever you may be.
Instaply takes the strain off call center agents and creates an efficient integrated thread between customers and employees. The informal, friendly environment Instaply creates will leave customers feeling comfortable and positive.
It’s hard to please everyone, but with these innovative solutions, it’s definitely not impossible.
