Good customer service goes beyond helping customers who reach out to you. Most of the time, customers who have problems with your product or service aren’t telling you about it. In fact, according to a survey by Lee Resources International, for every customer who sends you a complaint, there are 26 customers who don’t say anything.
Because your customers are going elsewhere to voice out issues, you need to be more proactive in seeking out those unsaid problems. This way, you can provide solutions and build better relationships with your customers.
Here are three things you can do to find customer issues outside your helpline:
1.Identify and understand where your customers talk about issues online.
If you’re running a restaurant, your customers are most probably talking about you on Yelp. If not, then you need to dig a little deeper. One of the best ways to start digging is to know your customers well enough to pinpoint where they’re having conversations with others online, based on your niche. Are they developers? Startups? Pay attention to everything that is happening in your customers’ online community to learn what they’re saying about your brand.
2. Check your social media accounts.
If you’re not yet joining the social conversation, it’s high time that you do. Oftentimes, social media is the first place customers go to when they’re looking for support. Be there for them by making sure that you have someone on your customer service team who can promptly respond to your customers’ messages on social media. Failure to do so, according to 2012 Gartner study, can lead to a 15% increase in churn.
3. Take advantage of monitoring tools.
There are tools that you can use to track online mentions of your product or brand. They’re not only important for marketing, but they’re also vital for customer support. Once you’ve checked out your mentions and what people are saying about you, see to it that you address your customers’ concerns as soon as you can.
With only one out of 26 unhappy customers calling your support hotline for help, you can’t afford to ignore the ones who are not talking to you. Go out there, find them, and reach out. It’s the only way you can make things right.
As a leading outsourcing company in the Philippines, we at Forward BPO aim to provide the best customer service for your customers. Through our multi-channel support services, your customers can have their issues resolved efficiently and conveniently. Our friendly, dedicated, and experienced customer care professionals are always around 24/7 to guide your customers and keep them satisfied. To learn more about our call center services, contact us.