Today, customers have more and more options when it comes to buying a product or service. These same customers, more demanding and immediate than ever, seek the most efficient and affordable products and services, as well as the best customer experience possible.

And this experience involves all stages of the customer journey, covering before, during, and after the sale or even a simple customer interaction through the company website, for example.

The journey starts when the consumer gets to know your brand, talks to one of your attendants (or bots) through the website, makes a purchase, and even after that, when support comes into play.

In this scenario, companies need to invest in people and also in technological solutions to increase customer satisfaction, which is increasingly critical when it comes to brands.

But, before diving into tips on how to have happier customers, learn how to measure your current satisfaction index to compare the results.

 

How to measure customer satisfaction?

 

The Net Promoter Score (NPS) is undoubtedly the best, simplest, and most efficient metric for measuring customer satisfaction, and it comes down to a single question: “On a scale of 1 to 10, how likely are you to recommend us to a friend or family member?”

Scores of 0 to 6 are detractors, dissatisfied customers, 7 to 8 are neutrals, customers who are satisfied but not willing to praise, while scores of 9 to 10 are promoters, loyal customers who will spread the word about your products or services.

 

How to increase customer satisfaction?

Now that you know why measuring satisfaction is important, here are some tips on how to make your customers happier with your brand.

Put the customer at the center

First, get to know your customer. Then, educate them so they understand the purpose and value of your products or services. And then, put your customer at the center, improve their experience, recognize their importance, create promotions, offers, and discounts, and thus make them feel valued.

 

Optimize your service

It’s important to invest in omnichannel service, but beyond being present on multiple channels, you need to integrate all your communication platforms and train your service team so they can offer the best support.

 

Make access to your product easy

It’s essential to minimize, as much as possible, the effort that your customer needs to make to talk to your business, ask questions, resolve problems, and of course, buy your products or services. The options are endless, so making it easy for the customer to access your company is crucial to avoid them turning to the competition.

 

Resolve demands with agility

With chatbots, for example, companies can resolve simple issues more quickly, without human intervention. Every business has less complex problems, such as frequently asked questions from customers, and with chatbots, these resolutions can be automated.

 

Surprise your customers

Be creative and innovate in your business, from marketing campaigns and outreach to customer service and the offering of products and services, and beyond. Personalize your actions and make your customer feel unique, turning them into a fan who will spread your brand without asking for anything in return. Always aim to act with empathy and respect to win over more customers.

 

Invest in post-sale

The customer journey doesn’t end at the sale, quite the opposite. After all, would you rather make just one sale or several to the same customer? After selling a product or service, ask for feedback from the customer about their purchase, about the service, and take the opportunity to offer advantages for future purchases. A proactive post-sale can boost your results.

 

Increase customer satisfaction with a chatbot

A chatbot can be used to answer customer questions and solve simple issues, but it can also be used to capture leads, personalize service, and enhance the customer experience.

A chatbot can collect data, and from that information, offer more relevant products and/or services to prospects, increasing the chances of lead capture and sales conversions.

With the history of products searched by a particular customer, the chatbot can personalize its communication, making it an important tool for marketing and sales strategies.

By streamlining service, the chatbot also improves the customer experience, allowing them to get what they need more quickly and with less effort.

 

The chatbot for CRM

 

Instead of relying on several attendants to update your business CRM, you can invest in a chatbot that, on its own, can do the work of an entire team.

The difference is that a chatbot can serve hundreds and even thousands of customers simultaneously, automatically and personalized, while being available 24 hours a day, 7 days a week.

While your chatbot collects and stores data, your team can focus on more strategic activities that require discernment and decision-making, skills that are uniquely human.

 

The chatbot for WhatsApp

 

WhatsApp is the most used instant messaging app in the world, and is a unanimous choice among smartphone users.

According to WhatsApp itself, 2 billion people use the app daily.

100 billion messages are exchanged by the app every day. And in Brazil, 99% of smartphones have the messenger installed.

With WhatsApp Business, for example, your chatbot can be programmed to answer customer questions, send documents like invoices, and perform more complex interactions.

 

The proactive chatbot

 

A proactive chatbot is used to guide and instruct your customers on how they can make the most of your solutions, with tips and examples from other customers, for example.

You can also educate your customer and keep them informed about your business’s goals and differentiators to keep expectations aligned.

That’s it! What did you think of our article on customer satisfaction? We hope that with these tips, you can please your customers, increase your sales, and improve your business profitability.

Thank you for reading. See you next time!

Also read: Learn everything about NLP (Natural Language Processing)