Listen carefully: The customer 2.0 is very talkative and shares their opinions and information about products through various communication channels such as social media. Social listening should therefore be part of your marketing and customer loyalty strategy. Another option is to ask your customers for their opinion by sending them a survey via email and asking them what they think of your products, services and customer service.
Personalized and responsive approach: By personalizing your communication, you will see how your customers' perception of your company improves - whether it's proactive content or a reactive response to a Facebook post. The fact is: When the customer 2.0 has a question, they want an immediate answer. If you don't respond in time, you risk losing them!
24/7 customer support: By phone, email or chat - the optimal customer experience also includes offering customers help when they need it and ensuring that any problems phone database are resolved. With a CRM platform, you use automated software so that no customer inquiries are lost. As soon as a customer submits a complaint or inquiry, they are automatically assigned a reference number. An automated personalized email informs the customer that a customer service representative will contact them as soon as possible. In addition, the customer can be asked a few questions that help better understand the problem and enable the responsible employee to better address the inquiry or problem when they are available. The CRM software therefore maintains a constant dialogue, perceives the customer promptly and avoids any kind of customer dissatisfaction or even customer loss.