How to improve C-SAT?
There are a few tips that can give you some quick wins.
Request Customer Feedback for better C-SAT rating:
In simple terms, make it easier for customers to table their complaints. If your customers cannot give feedback or complain directly to you, they will instead complain to their friends and family or on social media. They’ll be frustrated by the poor experience and the lack of an outlet to address their concerns or have their complaints resolved.
With a well-placed mechanism to capture customer feedback and provide prompt responses, you can prevent customers from becoming detractors. By acting quickly, you could easily turn the situation into something positive.
Provide Proactive Customer Service
If you want to improve customer satisfaction, as a business, you must ensure that you contact the customers before they think about picking up their phones to contact you. And for effectiveness, these contacts must be personalized, timely, and always relevant to the customer. This way, you can reduce inbound calls to your call center and eventually improve agent efficiency. Through proactive customer service, you portray that good customer service isn’t just great for your customer but also the business at large.
Set Better Expectations
The rule of thumb is to under-promise and eventually over-deliver. If your contact page reads around-the-clock support and you take an hour to respond, you are basically meeting expectations. But, if you state that business hours are only between Monday and Friday, and you reply to a customer query on a weekend, you’re the hero. Setting expectations that you can’t deliver will only leave your customers frustrated and unhappy.