How To Get Better Reviews Using Customer Service Software
Eight tips on how you can use customer service software to get better reviews – A contact center blog idea on using customer service software to get better reviews.
Before the advancement of technology, customers often bought products based on their own experience or word of mouth from trusted peers. the product review was never first hand available to them. cut to the digital age; everything is available online.
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There are numerous factors that influence the customer to make a purchase. Customers purchase products and post their experience about them online on their social media handles or on the product’s website. potential consumers do their research before zeroing in on a product. for the most part, they read the reviews of other customers and their purchase decision is influenced by them.
Therefore, it’s important for you as the business owner to make sure your ratings are high regardless of your business: b2b, b2c, saas, or an eCommerce site.
In this article, we’ll take a look at how customer reviews impact your business and give you insight into how you can best use customer service software to grow your business.
importance of customer reviews
the reviews are shocking. customers tend to trust them more than the business owner when it comes to reviewing the product. This is especially true for a first-time purchaser of the product or brand.
some statistics will help you see the importance of customer reviews for your business.
- according to brightlocal, their potential customers (nearly 85% of them) tend to rely on online reviews to make their purchase decision in the absence of trusted reviews from family or friends.
- A study by hubspot research states that 60% of customers believe online reviews are trustworthy.
- brightlocal’s survey found that 73% of customers trust a brand more if reviews are positive.
- The same survey also found that of subject customers, 57% are more likely to visit a brand or product website based on positive online reviews.
- Customers are always willing to give feedback. the subject customers of this survey, brightlocal, asked 74% of them to give their opinion, of which 68% were enthusiastic about giving one.
- build trust
- valuable feedback
- empowers customers
The statistics from the survey and research speak for themselves. Giving feedback online has now become the most trusted source and is considered credible by people. Plus, accumulated positive reviews help grow your business. Another interesting point to understand and follow is to never hesitate to ask your customers for feedback or reviews. they are not offended.
impact of customer reviews
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Customer reviews, to some degree, have the ability to make or break a business. they invariably have an impact on your earnings.
online customer reviews are basically the word of mouth business of yore used to create a positive impact on a product. A review or comment from the customer who has already used the products helps your potential buyer understand the pros and cons of purchasing the item. more positive ratings help build trust in your brand and lead to a final purchase.
reviews give you an idea of customer expectations. It will help you understand them better by learning about their likes and dislikes about your product. you can use your input to improve the quality of your product and make it more attractive to purchase
Customer reviews are basically like community forums. they do not need to wait for their customer service to clarify their doubts. the dependency is reduced, and when they approach you, they have a certain level of clarity in their mind. empowers them with prior knowledge and helps smooth interaction between them and your business.
tips for using customer service software
Before we get into the tips, let’s first understand how customer service tools work. they work in two ways.
- from the inside out
- from the outside in
- leveled customer service
- automate communications
- use omnichannel
- train your team
- using reports
- have templates
- share the reviews
- create self-service resources
allow your customer service team to perform at their best
help capture, analyze and resolve tickets (requests) raised by external customers.
There are numerous customer support tools available on the market. in general, the more technology involved, the more complexity.
A few tips that will help you get the best for your business from the customer service tool you use are as follows.
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Instead of offering a single tier platform for all customers, you can explore offering multiple levels of the customer support tool to different customers based on their requirements. this will allow your team to help customers efficiently. and the customer does not need to spend more than they want to take advantage of your customer services. both will lead to better customer reviews online.
Customers are always looking for an answer. they will not be happy if their inquiry is not returned. ai is so advanced that you can immediately respond to your customer regarding their issues and inform concerned staff simultaneously. make sure the client tool you use has the ability to auto-respond to clients.
Most businesses use multiple channels to listen and respond to customers. the customer service tool must be omnichannel and allow customers to communicate on various platforms. In this way, the client trusts your brand, which translates into an increase in its credibility.
Most organizations put in place a remarkable customer support system, but don’t train their team accordingly. you shouldn’t make the same mistake. Without the efficiency of the staff, the best customer service tool will not work as expected, leading to some discontent among your customers and therefore bad reviews. therefore, make sure that your team is capable of handling all the features of the software and using the tool efficiently to meet the client’s requirements.
All customer service software helps to generate reports on a regular basis. this report can be customized to meet your requirements. They provide important analysis of customer trends and response to your product or brand. they even help you compare reports from different time periods with different products. For example, it will help you to know which customer profile made the purchase in which period. this information will help improve your product and generate better reviews.
Introduce custom templates for various communications into the software. helps in standardizing its quality. your clients will find you consistent and professional. Customer service software can also be used to communicate periodic sales, offers, etc. you can use the function to set a certain frequency for the generic communication to reach the client’s mailbox. this way, they will feel important and have positive things to share online.
Your website or social media handle may have a separate page dedicated to testimonials. To have them, you need to collect customer reviews. customer service software tolls help you collect them from various sources and upload them to your page.
Most customer support software helps you create a help desk that your customers can use to solve problems themselves. you can use the software to filter common queries and problems and provide solutions to them. the best example is the faq. the customer does not need to wait for his representative to contact him. in this way, the resolution is faster and the qualifications of our product are better.
We are always taught in business schools that the customer is king. this is 100% true. Your reviews and recommendations are important if you want your business to grow steadily. There is always room for improvement when it comes to customer service. using customer service software and other tools wisely will help generate more positive reviews, which will lead to better business.
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