Customer satisfaction is by far the most important business parameter. It lets you gather feedback from your customers as far as your products, staff, and services.
Many businesses monitor the satisfaction of their customers using customer-relationship management (or CRM) applications. CRM allows companies to manage every interaction with current and potential customers, and collects data reports about each customer’s history with your business, which you can later use to improve business relationships, drive sales growth, and solidify brand loyalty. CRM for small business can help you to improve consumer satisfaction levels in the following ways:
1. Customer satisfaction
Every business needs satisfied customers in order to stay afloat. A satisfied customer is one who is happy with your product and services. A happy customer usually spreads word to others by word of mouth marketing—and helps boost your reach and grow your consumer base.
A CRM software helps you to manage your interactions with the customers and it helps to automate your processes so you can be efficient and focus on keeping your customer happy.
2. CRM aids efficiency and accuracy
CRM software such as Insightly, Freshly, and Zoho are some of the best solutions for small business that helps you to manage every aspect of your day to day business and each interaction with customers. It even helps you identify inefficiencies in your pipeline.
3. Help desk software
A help desk is a part of your any good business plan. It allows customers to call, email, or message for assistance to get their problems resolved. Recording customer problems and resolving them quickly is imperative to improve customer satisfaction. Using a help desk software like Freshdesk, Salesforce, or Live agent can help you to automate the help desk process and improve your cycle time efficiently.
3. Live chat
Customers have to be able to talk on the phone or chat online with your customer service representatives to resolve issues. Live chat software like LiveHelpNow, Olark, and Zopim help you to professional live chat facility to communicate with your customers.
4. Satisfaction surveys
How do you know your customer is satisfied? Simple, you ask them. Customer satisfaction surveys lets you find out how satisfied the customer is and helps you to arrive at a parameter known as the satisfaction index. Survey Monkey, Google Forms, and Survey Gizmo are some of the software that helps you to conduct satisfaction surveys online and calculate your satisfaction index easily.
5. Work scheduling
You need to plan and carry out your scheduling systematically, so there are enough employees to serve your customers in an efficient, timely manner. From shipping your products to restocking deadlines must be met to improve customer satisfaction. You can make use of business scheduling software like 10to8, Acuity. and My Time to schedule jobs to improve your overall efficiency.
6. Social media management
Most of your customers prefer to do business via social media. CRM software allows you to manage your social media presence with regular post publishing, responding to comments, and using consumer analytics to find out how customers are reacting to your business on social media. Software like Hootsuite, Buffer, and Sendible help you to manage your social media presence effectively.
