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Customer Satisfaction Survey: Habits, Types, Questions, and Templates

Faisal Sayed
Faisal Sayed
March 15, 2021

The oxygen of any business is its customers. One of the core competencies that might differentiate your business from your contemporaries, is the ability to implement customer feedback in your line of products or your brand quickly and effectively. How do you get the feedback? Yes! run a customer satisfaction survey – a no-brainer, right? Just put your questions in a customer-survey questionnaire and get them to fill it up. Simple? Not really! It’s easier said than done. 

It involves ideating and implementing a question-answer interaction at various touch-points across the customer journey between your customers or your clients and your brand. Knowing what to look for, whom to include in surveys, the right questions to ask them, and mapping the answers to what it means to your product or brand can be overwhelming. But nonetheless, it is a vital step that could unearth your next competitive advantage. The measurements could course-correct your efforts towards what your customers actually want and not what you think they might need. 

How to do that you ask? Don’t worry that is exactly what we will be covering in this blog.

We will be looking at what types of customer satisfaction surveys you can run, the appropriate times for you to run them during the customer journey, the probable insights customer responses could indicate for each survey, and a little more. So brace yourself, you might get a reality check once you run your surveys. Irrespective of the outcome, we think implementing an intelligent chatbot can help you alleviate customer pain points by sending out personalized support right at the top, so there’s no volleying of efforts.

Before we get to the crux of it, there are a few things we need to get off the way. Think of them as hygiene practices that should be followed for an effective customer psyche measurement.

Good habits to have while running a customer satisfaction survey:

1) Know what to look for. Have a proper hypothesis built around what you want to measure. It can be a specific feature, demographics, product, or interface change. Nailing exactly what portion has to be measured is A MUST and cannot be compromised on.

2) Ask short, effective questions to get actionable insights. The whole point of running a survey is to effect a change if needed or maximize value proposition delivery. Juggling with too-many questions may be counter-productive to what you are trying to achieve.

3) Ensure your surveys are not intrusive and leave some time gap for your clients to absorb in the experience. In many cases, asking for feedback immediately may not work very well but for others, it might. Knowing when to use a hiatus is key.  For example, in case one of your clients wants to downgrade to a cheaper subscription plan, it is a good idea to immediately ask them what’s wrong and address their problem on the table. That could be your last hope of preventing the dollars from slipping away.

4) Take in at least a couple of customer details before the survey. Just Name, email, gender, organization, and age should suffice in most cases. While it is not mandatory, it helps your company profile your client base and their opinions based on such demographics. It can impact your positioning, marketing, and even your sales pitches to prospects.

What is a customer satisfaction survey?

A customer satisfaction survey is a set of questions sent to your customers to measure specific perceived values of your brand or business once customers have tried out relevant portions of your product or experience. The questions can be open-ended, close-ended, binary, numbers on a numerical scale, descriptive, or in any other form relevant to the type of survey. 

Types of customer satisfaction surveys. There is a surfeit of surveys you can use to measure different things. The variance in different survey types comes across demographics, types of questions, answer type, what you are trying to measure and what the survey is suited for best. If you are unfamiliar with the terms being discussed in this blog or want the numerical formula behind how numbers are computed for each of the following KPIs, feel free to check out our blogs on business KPIs that will matter in 2021.

1) Customer Satisfaction Survey

  • What it measures?
    Customer satisfaction across touch-points including pricing, features, service, and much more.
  • When can it be used?
    It can be sent to prospects after they have crossed key stages in evaluation or have been familiar with the service for a decent amount of time.
  • Ideal length?
    Less than 10 questions. Depending on the context anywhere between 5 to 10 questions should be enough. Asking more than 10 questions in a survey is not advised.
  • Answer Types?
    Customer Satisfaction surveys are usually a measure of many things. So having a mix of open-ended and close-ended answer types is a good idea.
  • Ideal Answer Range?
    CSAT scores are generally above 98% if your business is doing well. If there’s a sudden trench in the score, it is a good idea to look at where things are going wrong. I most cases, it is just 1or 2 touchpoints that make the difference.

2) Net Promoter Score Survey

  • What it measures?
    The overall brand value of your product. Net promoter score measures how likely someone is to recommend your product to their network. Depending on the number customers choose on a scale of 1 to 10, they are classified into detractors, neutrals, and promoters. The more promoters you have, the better it is for your product.
  • When can it be used?
    It is best used when customers have been using your product for a significant duration and have had the chance to experience all wings of your product including support, replacements, billing issues, updates, and the like.
  • Ideal length?
    5 questions should be more than enough. While the first question can be used to measure the net promoter score of the customer, the follow-up questions can be dynamic depending on the bucket each customer falls into. These questions can be focused on to get further insights such as why customers want to recommend your product or what’s holding them from recommending your product.
  • Answer Types?
    Net Promoter Score (NPS) surveys have to be numerical at the core since the segmentation is based on the customer response number. The follow-up questions however can be close-ended with answers focusing on why they did or did not want to recommend your product. Hint: Having the same list of product verticals that can be plausible reasons for both ends of the customer perception, gives you a black and white idea of which verticals need improvement and which ones can be maximized further. That is, just changing the consequent question depending on the context without changing the options could work a charm.
  • Ideal Answer Range?
    NPS scores depend heavily on the industry and the customer demographics. So putting a lid on the exact number might not be very relevant. A good litmus test is to see if the number of your promoters is higher than the number of your detractors and neutral users. If yes, you are already doing much better than most of your competition.

3) Customer Effort Score Survey

  • What it measures?
    How much effort did your customers have to put in for getting a specific service from your product or accomplishing a specific task using your product. In other words, how easy or difficult it was for them to extract the proposed value out of your offering.
  • When can it be used?
    It can be designed to be part of the product and show up when the customer is done completing a defined use-case of your product. It is best suited to measure this immediately once the customer has completed a task since it is unlikely that they will respond to such a survey several hours or days after they’ve achieved their objective of using your product or service.
  • Ideal length?
    Usually, just a couple of questions should get the job done since CES scores are measured individually for each task. Just asking how easy or difficult a task was and how you can improve the user journey for a specific use case should be adequate.
  • Answer Types?
    Customer Effort Scores are measured on a subjective measurable scale ranging from ‘Very Easy’ to ‘Very Difficult’ for all the use-cases you are trying to measure. The subsequent question in the CES survey can extract insights on how the user flow can be improved.
  • Ideal Answer Range?
    The lower your CES score is the better it is for your business. Here too the ideal score range is heavily impacted by the industry. So a one size fits all approach may not be the most suited. However, if your company is able to maintain an overall CES of less than 5, you can be confident that your user journey mapping needs no immediate tweak work. However, a keen year to what customers say on the follow-up question could be the difference between a ‘just works’ experience and a ‘just works so seamlessly’ experience.

Even with all the survey questions and the best practices in place, the tallest orders are the scalability and the monotony of establishing a consistent feedback loop. The process is not only difficult but is also hugely error-prone. Automating the interaction at critical customer journey points and tailoring solution flows for them using a smart chatbot such as ChatGen is a sure shot way to catalyze the feedback loop. The chatbot can do all the heavy lifting for you including reaching out to customers, aggregating their responses, adding them to custom-built communication flows, and giving you the analytics of their responses. All you have to do is just map your customer flows. Yes, it’s that simple. 

Confused about where to start implementing your feedback loop or how a chatbot can integrate with your business and help improve your revenue streams? Talk to our business consultants for free. They would be happy to help you with industry-specific insights and give you an overview of the projected soft and hard improvements in your business that a chatbot can bring.

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10 Ways to Improve Customer Experience

Faisal Sayed
Faisal Sayed
March 15, 2021

Customers like companies the most that deliver excellent customer service. If you fail to deliver good customer service, your customers always have a choice to switch with your competitors. Apart from pricing, customer service is another important aspect that influences your customers’ decisions. They will quickly choose you if you charge high prices and offer better services. AmEx studies stated that on average, happy customers often tell approximately nine other people about their experience.

One of the best customer retention strategies is customer happiness. The best customer experience often adds real value to your services, which attracts your customers to willingly spend more money again and again.   

What is CX, how it helps a business to attract/retain customers?

Customer experience is much more than interaction. Apart from interaction, there are touchpoints like availability and the level of engagement that plays their part too. 

  • Touchpoints: It’s where your customers come in touch with your brand. It could be through an employer, product, or through your brand message which can occur through different channels and devices. 
  • Interactions: It is a communication process between customer and employee.
  • Engagement: This is counted as the quality of interaction. 

Importance/Benefits of having a great CX and how it affects the business 

Customer experience has a lot of potential to bring out a lot of value, but many companies don’t get it right, it’s still a pretty solid competitive advantage. 

According to an Oracle survey, 74% of senior executives said customer experience impacted customer’s enthusiasm for being brand advocates.

In a study by American Express, 60% of participants stated that they were willing to pay more for a better customer experience.

80% of companies that participated in research conducted by Bain and Company thought that their customer experience was great. Though, only 8% of customers agreed. 

Techniques to improve customer experience  

1) How to improve customer experience in Telecom

Mobile video viewing has increased by nearly 10 million minutes per day over the past two days. Video engagement is one of the ways to provide a better customer experience. This is particularly relevant to assist customers, with 70% of Youtube viewers watching videos for “help with a problem.” Apart from video, you can use any of the visual communication channels to provide information to your customers. Other ways include live video, recorded video, photo chat messaging, or photostream. 

The best example in the telecom industry that uses the power of visual identity is Vodafone. It uses the technology well to ease the burden on its contact centers, which were handling a large amount — 5.2 million technical assistance calls per year. With the power of technology, Vodafone agents can point, annotate and visually guide the customer, which results in a quick and effective call solution and a more satisfying customer experience. Many of the earlier issues that required a technician dispatch can now be executed by agents, where they can act as virtual technicians — effectively lowering the dispatch rate by 26%.

2) How to improve the customer shopping experience

One of the pleasures of enjoying Amazon Prime is getting exactly what you want in a few clicks. But brands know that some people want to spend more time shopping instead of less and they are way ahead of their competitors. This is the aspect where companies should focus more to provide a good customer experience. Nike hosts weekly run clubs out of its stores, while Lululemon offers in-store yoga classes. 

The experience can be given online also to make the shopping experience more pleasant. For example, Sephora uses AR to let their customers learn how to use contouring makeup or experiment with false eyelashes. Lowe’s has created holographic rooms for their DIYers customers to explore colors, layouts, and fixtures before they pick up a sledgehammer. At the North Face (No. 46), IBM Watson’s AI skills help customers find the perfect product. Watson mirrors in-store conversations and takes unstructured text like, “I need boots’ ‘ and delivers personalized recommendations accordingly. 

3) How to improve customer experience in e-commerce

Normally, online shoppers lie under three categories based on an individual’s needs, expectations, and intentions. It includes:

  • People who already know what they are looking for. They will directly go to the product search bar. To help them, you can incorporate autocomplete which helps in improving the customer experience.
  • People who are browsing your store. They need a variety of products to choose from. You can help them by personalizing the search experience.
  • People who need assistance in filtering products. They have specific criteria for their product search but they don’t know how to. You can help them by including product features in the sorting options so the filtering of products becomes easier. 

4) How to improve customer experience in the insurance

To improve the customer experience you should remove all the intermediate steps and roadblocks who know what they want and want to buy it online right away. A recent study done on the top insurance websites showed that the main method of engaging with their customers is the online application or quote form. Insurers want their prospects to fill out the form first, so they can collect the qualified lead data. They sent a quote and a link to buy the policy.

Insurers want people to fill up this form first, so they have the qualified lead data. The customer is then sent a quote and a link to buy the policy. This is probably the most efficient way to sell insurance online while still keeping a small window open to verify the lead before offering the cover.

5) How to improve customer experience in hotels

The technology used in hotels is very exciting and game-changing. Nowadays, hotels are installing “smart room keys” that allow guests to open their door with a simple swipe of their smartphone. Hilton and Sheraton have already implemented their technology in their hotels. Tablets are also providing an important communication tool for guests and staff members. The hotels can use tablets to promote paid luxuries and local attractions. From their rooms, guests can request in just a few clicks that are routed to a staff member’s mobile device and answered in just a few minutes. 

6) How to improve digital customer experience

In 2021, it has been expected that most online purchases will be done mainly through phones. Thus, it’s only common to make sure that your mobile app, website, or other materials can be optimized for mobile so that your customers get a good customer experience. Make sure that the page load time and navigation are optimized according to mobile devices. In a survey done by Google, 40% of customers will leave a page that takes more than three seconds to load. The study also found that 59% of mobile users have a more positive feeling when apps allow them to buy things quickly. 

7) How to improve airline customer experience

Forrester said that to influence learnings and to give a cohesive customer experience for customers, collaboration is required. But it’s much more than that, an open communication between customer service and other departments helps both customers and company to be on the same page. This method is applied successfully by KLM. When an employee noticed that a lot of people were asking about social media payments, the person reached directly to KLM’s IT team to see if it’s feasible. This results in a new social media payment tool which now takes 4 million euros a year in sales. 

8) How to improve b2b customer experience

When a company decides to work with you, they will have expectations that you’ll need to meet. Those expectations will be developing and your approach has to be flexible enough to evolve along. You can easily improve your customer retention rates if you simply listen to these companies. You can send surveys, and ask what areas of the service and overall experience they would like to improve. This data will help you to give them exactly what they are looking for.

9) How to improve your call center customer experience strategy

It’s always annoying to put on hold during calls and it’s more frustrating when a call center agent does that. The customers don’t care if their problems take time to get resolved and the agent can’t help but make them wait. Many customers feel that calling customers should be a one-stop solution for all their problems. They see it as a single department instead of multiple sections and thus they can’t help but get frustrated when the call center puts them on hold. There are many practices that you can try to imply to reduce the waiting period. Short waiting time keeps customers happy and ends up leaving them satisfied. 

10) Improving the customer experience in banking

Live chats that provide help in account selection and application is one of the easiest ways to provide the best customer experiences to your customers. Acorns have successfully implemented a smooth onboarding process, after they identified that the main issue with the current solution includes “poor online user experience, particularly around account opening.” The Chief Commercial Officer of Acronis shared that the new registration process includes 3-5 minutes, and they have live chat support to help them during the process. This reduces friction when opening up a new account. 

Conclusion

The above studies show that a good customer experience opens up new opportunities that directly impact performance. The CX strategy that converts helps in improving customer experience and makes your company customer-centric with long-term benefits. Whether you are a startup or a big company, focusing on improving customer experience will always long a very long way.

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Live Chat Examples and Best Practices for 2021

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Manoj Palanikumar
March 8, 2021

You are browsing through an online nursery store, looking for a specific flowering plant to adorn your balcony. You use the website search function to look for it, but you are unable to find it. Your next instinct would be to contact the business directly to enquire if they have the plant. What if you can do that without having to take your phone, dial the number, greet the person, and then state your inquiry?

What is Live Chat and why you need it?

Live Chat is a medium that allows businesses to engage with customers in real-time. In the above example, you can simply click on the ‘Chat with us’ button available on the webpage, and an agent will be available to assist you instantly, via messaging. You can state your question, and obtain answers without having to dial a number or talking to someone. The software that enables businesses to message customers in real-time is called live chat software.

63% of customers say they’re more likely to return to a website that has a live chat. (Furst Person)

Live Chat is extremely useful if you’re conducting your business online. You can capture leads, reduce bounce rates, interact with customers in real-time, and reduce cart abandonment rates. Customers can use live chat to get instant answers to their questions on a website. Marketing and sales teams can make use of live chat to collect and convert leads, and helpdesk teams can use live chat as a support tool to solve customer issues faster and better. 

Let’s now look at how you can effectively implement live chat on your website to serve different purposes.

Live Chat examples for Marketing 

It’s highly unlikely that you’ll be thinking of what software to buy for your business when you’re out grocery shopping. This is why contextual marketing is important, and live chat is one great way to turn your website visitors into customers.

A large number of your website visitors who might be potential buyers do not usually find their way to a contact form or demo request. This is where you can use live chat to display prompts and provide resources that prospects can use to know more about your product/service, eventually resulting in conversions.

Here’s an example of how you can use live chat for marketing:

Your website visitors usually land on a page and end up moving across your webpages for many reasons. Maybe they’re researching price points between you and your competitors. They might be looking at specific features and researching who offers it the best, and what other related features they can get along with it. 

The longer they stay and the more product-specific their searches get, the higher the chance that they’re looking to buy from you. It would be perfect if you can start a conversation with them at this point, nudging them on what you offer and the direction they should take. You can use live chat here to display simple messages like:

  • Hey! You’ve been checking us out for a while. Is there anything we can help you with?
  • We’re only a message away. Here are a few resources for you to check out (Add few related resources)
  • Hey there! Would you like to talk to us to understand what we offer?

You can offer a few simple options like below that lets them click on one, and this will help them through the purchasing funnel:

  • No, I’m just browsing.
  • I need help with the features that are available.
  • Show me the pricing.
  • Something else. 

You can set this up such that the bot shows more automated replies based on the visitor’s input, or you can allow them to ask for a live chat with an agent. 

Here’s how Chatgen.ai does it:

Live Chat examples for Sales

When it comes to using live chat for sales, being proactive is the key. You don’t want to be over-selling, but you can use a tone of language that naturally highlights the benefits of your product. One way to get your lead excited about your product is to share a link to an existing customer’s success story that will allow them to see how your product works.

Letting your leads know that the person on the other end (you) is human is important. People usually associate live chat with bots, so proactively reaching out and establishing that you’re human can work wonders. Add a short bio or introduce yourself in a friendly way so that visitors warm up to you. 

For example, if your website visitors are on the pricing page, you can display a pop-up message asking:

  • Hi! I’m <xxx>. Got any queries on our pricing?
  • Hey there! You’ve been with us for quite some time. Would you like to set up a call so that we can discuss pricing in detail?
  • Hello! I’m <xxx>. Looking for something specific? I can help you with your queries.

Here’s an example of how Chatgen.ai can help you use live chat to convert more leads:

Live Chat examples for Support

Live Chat is the preferred choice for many customers, and it has the highest customer satisfaction level of any support channel. 

Providing support through live chat on your website helps your customers talk to you from right where they are. They don’t have to visit a new page or download a contact form, they can simply click on the chat icon available on every page of your website. This ease of access reduces customer effort (Link to customer services KPIs blog), an important factor in building customer loyalty. 

Customers don’t like to be treated just like any other ticket, and live chat is one way that can help you provide instant support. Good live chat software will help agents find out where the customer is in the process and what they were doing before asking for help.

Live Chat will help you provide automated responses based on customer inputs. For example, consider a customer who has come to your website looking for their order status, and they ask “Where is my delivery?”. You can provide options like:

  • Enter your order number
  • Which order are you looking to track?
  • Provide your email address to help us track your order

Here’s how Chatgen.ai helps you provide intuitive customer support using live chat:

Live Chat is the future, and it is here to stay

Customers today expect instant responses, 24/7, and people want to talk to businesses on their own terms and on their preferred channel. Live chat can help you provide a great customer experience, be it 1:1 or through automated bot responses. It is now the ultimate way to connect with your customers contextually and in real-time, as and when they are checking out your product/service. 

With live chat, there’s no waiting to hear back on your ticket. No downloading contact forms. No emailing with a message. Just the best and instant experience possible for every visitor that comes your way.

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Four types of customer service to enhance your business

Kesar Rana
Kesar Rana
March 3, 2021

Types of customer service 

When your company has to deal regularly with customers, it sometimes becomes daunting to handle every customer interaction. Some customers prefer live chat, some like email, and while some of them will like to call you. This doesn’t matter what system you choose, your customer service has the ability to make or break your company’s reputation. In a survey by American Express, a customer who’s happy with your business will tell about it to nine friends – which is like getting nine referrals. If a customer is not satisfied with your products, share them with sixteen friends. That’s sixteen people who are less likely to try your product. There are four types of customer service: live chat, e-mailing, social media, and self-service customer support. You should try to pick the one that resonates better with your company and needs and where you will be more consistent. 

1) Self-serve Customer Service

There are solutions available that don’t entirely need customer service representatives. These solutions let customers and leads find the solution on their own without taking the help of anyone else. This is best for those who would spend time and do the research on their own rather than asking for a customer support team to help them. That might be because the users want to limit their interactions with another human as minimum as possible. The other reason could be that the user is an expert in his field. They know how to run the software, and are just looking for important information on their own will be the best decision. 

Keeping all this in mind, every business should include some level of self-serve customer service solution as there will be some industry-experts and introverts using your services or products.

The best thing about this customer service is that once it’s public you can forget about it. There is always some updating of the resource until you can make changes to your offer. 

Example: Zendesk

The way to get started with self-serve customer service is to let your users do their research on issues and to build a knowledge base.

The knowledge base is a one-serve solution to those who want to know how your product works and how they can fix the issues for a particular problem. A well-designed and updated knowledge base is a great way to support your customers with a self-serve solution.

2) Live Chat Support

In some cases, customers need an answer to their questions quickly. In such cases, the best way is to connect with an expert who can provide a good solution and guide them on what can be done to their problem. You can provide this kind of direct service by implementing the live chat on your company’s website. 

After the implementation, anyone who visits your website will be able to start a conversation with one of your customer sales representatives. Through live chat, you will be able to quickly solve the problems of your users within minutes. Live chat works best for those who want quick solutions and the queries are also resolves instantly. 

Example: Livechat

LiveChat is a live chat solution software that can be implemented on your website. It’s a great way of providing quick, smart customer service and allowing your customers to connect with your customer support reputation team. Live chat not only solves your customer’s issues but also brings new sign-ups and leads, as your lead might have a few questions before making a purchase. Live chat solution works as the low-friction way of connecting with someone who can provide an effective answer to their queries.  Live chat can be used on your website and other channels. It allows your customers to chat 24/7 with the support agents. This helps to help more customers quickly and in a shorter period of time. 

3) Social Media Support

With 2.38 monthly active users on Facebook, it’s hard to ignore the power of social media. To make full use of social media you will have to constantly monitor all the available channels. So that you can resolve all your customer’s social media queries and can use a social media monitoring software that will notify you whenever someone mentions your brand or product. Also, you can use a software similar to live chat and can let anyone who visits your Facebook business page connect with your customer support representative via chat. This method works best when there are lots of people visiting your company’s profile. You’ll be able to make better use of social media and also make sure that none of them gets bad service. 

Example: Brand24

Brand24 is a great software that lets you monitor your social media and get feedback whenever someone mentions your brand. This way you’ll be able to react quickly whatever the case is. You can get quick feedback whenever someone mentions your brand name. Thus, you’ll be able to react quickly and put the situation under control.  

4) Email support

Email support is one of the most used and popular forms of support. To use email support you’ll need someone to handle queries. The only thing you have to do is to show the email address on your contact us page and in the website’s footer. Through email support, your customers can contact your customer support team without directly contacting them. Email is also a good way to explain the complicated issues to your customers as you can take your time in writing down the response and explaining it properly. 

Example: China World Hotel, Beijing

China World Hotel provides its services in the accommodation sector. The hotel makes sure that their customers from different time zones can make an inquiry through an email–which is perfect to make inquiries from any time zone. 

What is your option among this to improve your business?

These are all different types of customer service that you can choose for your business. Speculating that you want to run your business as long as possible, it’s considered best to mix speed, comfort, personalization, and self-service to create good customer service for your brand. It doesn’t mean you have to use costly solutions for your customer service. You can always start with the solutions– like Chatgen which is affordable, flexible, and works according to your business requirements.

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Customer engagement strategies that really work

Ashmita Karva
Ashmita Karva
March 1, 2021

Your customers don’t come back? The long-term success of your company stands or falls with your customers. You therefore presumably attach great importance to the acquisition of further new customers. But do you also pay attention to the opinions and activities of your existing customers? If not, you should definitely look into customer engagement measures.

What does customer engagement mean? In a nutshell, it’s about keeping your customers loyal to your business so that they’ll want to come back, keep buying your products, and using your services. And believe it or not, customer engagement is cheaper and more profitable than customer acquisition. 

10 customer engagement strategies for your company

The most common cause of customer churn is their dissatisfaction with the treatment they have received from the company. Unfortunately, in the majority of cases, you will never know what exactly happened. The emigrants may have already been disappointed several times, so that for the sake of simplicity they prefer to switch to the competition straight away instead of telling you what went wrong by filling out a complaint form. However, they will definitely tell their friends about their dissatisfaction – or they will post bad reviews on Facebook, Twitter and a single disheartened customer can be followed by many more.

In order to ensure the success of your company in the long term, it is, therefore, advisable to follow some rules of customer engagement management and thus increase your customer engagement rate.

Engagement strategies that really work

1) Optimal customer service

Evidence shows that negative events are more firmly stuck in human memory than positive ones., This means that your customers will retain any negative associations with your company for a long time and will comment on them both in real life and on social media.

The importance of excellent customer service should therefore not be underestimated. Because even if the customer is not satisfied with the product, an apology from friendly staff can maintain a positive attitude towards the company. The incident may even generate profits.

With this in mind, however, keep in mind that customer satisfaction can only be achieved with good staff. Show your employees appreciation, because customers can also feel a positive attitude of your employees towards their job and customer service and leave a lasting impression. Every employee who represents your company externally and who is in direct contact with customers should have a positive and professional attitude.

Provide your employees with tools with which they can carry out customer communication as efficiently as possible and without many questions. Every customer must be given the feeling that the company knows them and their purchasing history and that solving their problems quickly is a priority. Always keep in mind that you will not only lose individual customers if they are met with disinterest – future profits are also at stake and possibly even the reputation of your company (after all, you never know whether the dissatisfied customer might decide to give up his disappointment to share with others and to “warn” them).

2) Build & maintain customer relationships

Use customer service as a tool for customer engagement to create trust and gradually build customer relationships. Once you have gained the trust of your customers, they will look after you for any mistakes and show understanding instead of complaining.

From the first time a customer makes a purchase, you will receive a wealth of information about them. Use this to maintain contact with customers and to send them discount codes, small gifts or information on current sales promotions. This will make them remember your company and buy from you instead of the competition – and maybe even recommend you to others.

3) Individual approach to your customers

Nobody likes to feel treated like one of the many or like part of the crowd. Every customer is different and this needs to be addressed in an appropriate manner. Today’s customers expect a shopping experience that is tailored to their individual wishes and needs. Personal notifications and discounts can decide whether a customer buys from you more often or not at all.

4) Appreciation for your customers

Show customers who are satisfied with your products, who say positive things about your company or who simply keep coming back that you value them. Get active – it can be something simple, e.g. B. a discount code, special offers for particularly loyal customers or thank you messages. Use this measure for customer engagement and your customers will reward you for your efforts with engagement.

5) Exceed customer expectations

Let your customers know what to expect from you as early as possible. A little trick: keep customer expectations a little lower and then exceed them. This creates a positive surprise effect and, if the worst comes to the worst, gives you enough time to keep your promises. For example, include a response time limit of 24 hours in the automatic response message for customer inquiries, even if your customer service department may need less time to do so. If the customer gets the answer after an hour or two, they will be impressed by this quick response. In addition, your customer service employees have enough time to complete their tasks and there are no bottlenecks if some duties have to be delegated in the event of illness. Be sure to, Always keep your promises and deadlines.

6) Social media as a customer engagement tool

Nothing misses such a growth spurt in customer retention rates like the skillful use of social media. Your customers are probably active on various social networks right now, so use these channels as a tool for customer engagement. Depending on the type, industry, and business model of your company, you can create official accounts on Facebook, Twitter, Instagram, Linked In, YouTube, Snapchat. Find out which platforms your customers use most often and get in touch with them there. Not only will this help you reach your customers better, it will also help you learn what their views are about your company and encourage them to share more content or even act as brand ambassadors. 

7) Get customer feedback

Don’t be afraid to ask your customers for their honest opinion about your company. The sooner you know about any defects and weaknesses, the faster you can eliminate them. 

You can avoid negative public feedback by asking your customers for their opinion on a personal level. Get in touch with your customers through short messages or use a survey to determine the Net Promoter Score (NPS) of your company, which also provides information about the satisfaction of your customers. You can also ask your customer service representatives about their experiences: Are the customers satisfied with the products? Are there any suggestions for improvement? Direct customer feedback is much more valuable than expensive market research studies. In addition, your customers feel that they are being taken seriously and that they are empowered to bring about changes themselves. By combining the aforementioned transaction data that is stored in your customer engagement system and the information gathered in surveys, you will develop a deeper understanding of your customers’ behavior. This plays a central role in customer engagement, which is why you should not do without this customer engagement measure.

8) Usability on all channels

The following applies to the purchasing process: the easier, the better. Your customers must be able to understand how your website/app works. Also, provide a sufficiently large selection of payment options. Complications and barriers to shopping lead to abandoned purchases and unpaid orders. Make the purchase process as easy as possible, conduct tests with focus groups, provide multiple language versions, and ensure that the content of your website/app is understandable for all customers. The worst thing you can do is let your customers feel stupid.

9) Provide your customers with relevant content

Provide your customers with the expertise that you have as an industry expert and become the point of contact for support and advice in case of problems. Use positive reviews on your products for this. You can also create a blog and post informative and interesting content on your subject. So not only sell your products/services, but also your knowledge.

10) Customer Care Systems

As your customer base grows, professional customer care becomes more difficult and time-consuming. For this reason, you should consider introducing a customer care system. This relieves your employees and ensures the provision of excellent customer service. A good system can manage your customer database, send automatic messages, suggest special offers, and trigger payment reminders. This enables customer engagement concepts to be implemented more professionally and efficiently, which in turn gives you more time to complete other tasks.

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5 easy steps to train your chatbot in 2021

Priyanka Muley
Priyanka Muley
February 23, 2021

Today, most businesses have switched to digital platforms and they have started communicating with their customers via different communication sources. 

Social media, emails, chatbots, and everything that can be named.

A chatbot is the frontline brand representative of your company. It is also the first point of contact with your customer, and probably your first impression. Being the first impression, the chatbot must perform well and relevantly. For this purpose, you must train your chatbot accordingly. 

It is unpredictable to determine the kind of queries a human might come across. Someday, a query might be, find me a perfect blue-colored dress or find me something in pink. Now, these queries might sound logical to a human being but to a chatbot, this might sound confusing sometimes. 

In this article, we have covered all the essential pointers you need to keep in mind while training your chatbot: 

  1. Defining your target persona
  2. Categorization of customer queries
  3. Creating and training chatbots with datasets
  4. Asking users to test the chatbot
  5. Improvising the chatbot 

Now, let’s study each of this one by one.

Defining your target persona:

The target persona is the foundation of chatbot development. The training stage comes later. Every time you make a decision, you’ll hit back to the target persona. 

You need to start chatbot development by identifying the type of your audience. Give your chatbot a voice, a tone, and a relevant flow. Other parameters like vocabulary matter too. Adding to that, you should also consider age, gender, location, language, income, profession, industry, behavior, interests, and most significantly, the challenges that are likely to occur. Later, you can form some demo personas. Also, you don’t need to build only one target persona. You can have multiple, to begin with.

Later, you can analyze the data and form some sample questions based on the persona. One quick way to define your target persona can be by connecting with your customer support team. Since they’re the people who handle customer queries daily, they are in a better position to give you a rough understanding of the kind of queries the chatbot might come across. 

Categorization of customer queries:

Categorization saves a stitch in time. The types of queries can be categorized into different categories like informational, regarding the product, tracking, services, or any grievances. The simplest thing anyone can follow is by connecting with the support team or sales reps. There exists your gold mine of queries. Often, people call up the support team in expectation of getting their queries solved. Also, the emails like @info or @contact can be dug up too. 

The best resource to find common customer queries would be the customer service center of the organization. For example, if you find several queries like “How to use this?”, “How to operate this product?”, “How to fix an XYZ error?”, you can group all such queries under the category of “Product Info”.

Create and train your chatbot with datasets:

Datasets are like knowledge stacks for a chatbot. The more they are trained with one, the more efficient they become. Once you group up all your queries, it becomes necessary to either find alternatives to these are find a wide range of answers for the same. A chatbot training involves much than just training. Right from collecting to analyzing data, and formulating the next steps, a lot goes into the process. 

However, there are two easy steps you can follow:

Training your chatbot with the available data:

As we mentioned above how you can collect data from the customer support team, the same can be used to come up with a certain dataset that includes commonly asked questions. A little brainstorming about phrases or specific keywords you would ask a chatbot can help build a dataset. Think of all the ways or variations you’d ask a question to a chatbot.

Training your chatbot with ready-to-use datasets:

Another alternative can be to train your chatbot using pre-made or ready-to-use datasets. 

Here are a few categories and some sources of datasets that can be handy:

1) Q & A Datasets: 

  • Question and Answer Dataset: This collection includes all the Wikipedia articles, manually-generated factoid questions from them, and manually-generated answers to these questions, for use in academic research.
  • The WikiQA Corpus: This corpus is a publicly available dataset whose source is Bing query logs. Each of its queries has a probable solution linked to Wikipedia.

2) Customers Support Datasets:

  • Ubuntu Dialog Corpus: Ubuntu Dialog Corpus includes almost one million two-person conversations extracted from the Ubuntu chat logs. These conversations were used to receive technical support for various Ubuntu-related problems. The full dataset contains 930,000 dialogues and over 100,000,000 words.
  • Customer Support on Twitter: This corpus on Kaggle includes replies from the biggest brands on Twitter. 

3) Dialogue Datasets:

  • Cornell Movie-Dialogs Corpus: With a large metadata-rich collection of fictional conversations extracted from raw movie scripts, this corpus includes 220,579 conversational exchanges between 10,292 pairs of movie characters involving 9,035 characters from 617 movies!
  • Santa Barbara Corpus of Spoken American English: This dataset includes approximately 249,000 words of transcription, audio, and timestamps at the level of individual voice modulation units.
  • The NPS Chat Corpus: This corpus consists of 10,567 posts out of approximately 500,000 posts gathered from various online chat services following their terms of service.

4) Multilingual Chatbot Training Datasets:

  • NUS Corpus: This corpus was created to normalize and standardize social media texts. It is built by randomly selecting 2,000 messages from the NUS English SMS corpus and then translated them into formal Chinese.

Ask real users to test the chatbot:

Ask your staff or your real customers to test the chatbot. When a human interacts with a chatbot, that is when you realize where the loopholes are.

In the initial beta testing phase, you can ask your co-workers to test the bot.

Remember, your co-workers may have a completely different perspective, and they may be familiar with different terminology, vocabulary, information, etc. They are not your chatbot audience. Hence, their opinions and queries may vary from the ones that are desired. 

Another way to go is by encouraging your loyal customers in the process. Since customers may ask questions that can be listed down as potential queries, it would be a win-win situation for you. 

You can also hire QA from various platforms like Fiverr, Upwork, etc. Another way to test your chatbot would be using some platforms like Botium, Zypnos, or qbox.ai platforms to test the bot.

There are also a few freelancers whom you can hire for this purpose. 

Keep on improvising your chatbot:

  • In the initial days, the chatbot might need human agent help to deal with the situations. As a freshly launched chatbot, it might come across certain queries completely new and unfamiliar. Also, the more it is trained, the better it gets. 
  • Keep analyzing the kind of interactions your chatbot is having with visitors. Look for all the underperforming answers and try to rephrase them.
  • Look for all the errors and loopholes in the chat flow. Check the analytics for the performance of the chatbot. ChatGen’s dynamic dashboard provides in-depth research about the chatbot performance like at which point of conversation did the users drop or leave the chat, etc. 
  • Also, do not forget to support your chatbot in the future as well.
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Top Chatbot Best Practices to follow!

Priyanka Muley
Priyanka Muley
February 22, 2021

A chatbot is meant to perform and execute certain tasks. Right from performing recurring activities to handling hundreds of customer queries, the chatbot is a one-man army. A chatbot is a platform that connects directly with your customer and represents your company in the most precise way. Now, when you’re about to design a chatbot with certain expectations, you need to be careful about them. Since you’d be looking forward to building high-performing bits, there are a few simple practices that can help you build a chatbot and let them perform accordingly in the future. 

Fortunately, with the new easy-to-build software, all business owners and organizations can launch a high-quality chatbot with an awareness of their expectations and goals. 

We have compiled a few Dos and Donts for you to better understand the best chatbot practices.

Here are a few best practices you can follow:

  • Creating an identity for your chatbot
  • Setting expectations for your chatbot
  • Being meticulous about the performance of your chatbot
  • Usage of buttons
  • Being upfront about bot functionality
  • Ready to face errors 

Create an identity for your chatbot:

Anything that has its brand and voice stands out to be different and powerful.  

Given two chatbots that say:

  • Welcome to La Coste, how may I help you?
  • Hi there, I’m Molly, your personal assistant. How would I be of help to you?

Which one would you choose? For sure, the second one sounds more welcoming and catches a user’s attention quickly. Long things short, give your chatbot a name, a face, and its own voice.

Set expectations for your chatbot:

It is an undeniable fact that chatbots can take over almost all complex tasks. But, do not expect them to work wonders like a fairytale. Know your goals. Set certain expectations. Now, goals may vary from business to business. If you’re an eCommerce platform and your main goal is to generate leads, the design of your chatbot should focus more on how it can generate leads. Whereas, if you’re planning to launch a chatbot for providing customer support, the design would change accordingly.

Now with the expectations part, you cannot expect a lead gen chatbot to also provide customer support or vice versa. 

Be meticulous about how the representation of your chatbot affects the user experience:

Humans tend to respond to faces. We personify objects by their nature, their looks, and chatbots in this case are no different. How a particular user perceives your chatbot is crucial since it decides how likely people would engage or interact with it. 

The majority of chatbots use inanimate or abstract images, company logos, etc. as their faces. While there’s no wrong in using those images, a personal face or something similar would work better. 

Use Buttons to make the conversation easier and guide customers:

Button-based or click-based chatbots expedite the efforts of typing and saves time. This can come in handy when you want to provide your customers with the best user experience. Buttons are a great way to enhance engagement in a more convenient way. Buttons offer options and in case of simple questions, these buttons can be useful to take inputs from the user.

Being upfront about bot functionality:

Learn how your bot functions. If you want a user’s phone number, make sure the input format is set to digits only. This practice is better to set clear and precise expectations from your bot. Being upfront also means KNOWING YOUR BOT. Once you know your bot, you’re free to take the next steps accordingly.

Be prepared for any errors:

This implies that you should be completely ready for any ambiguities, errors, or mishappenings. Allow users to rethink, rephrase, and reask their queries. If your chatbot isn’t capable of handling any queries, support it with the provision of asking the user to either redirect the user to another question. 

These were a few Dos. Now, let’s take a look at some of the Don’ts:

Lock users in a conversation:

Nobody likes being stuck in a loophole.

How does it feel to receive promotional emails several times even after unsubscribing from the sender? Pretty annoying, right?

This can be the case with chatbots and visitors on your website. If your chatbot doesn’t allow a user to end the conversation or leave it midway, there are chances that he/she might get frustrated and leave the website. A customer should be given the freedom of ending the conversation manually. 

Assume conversations will happen smoothly:

It is good to know that chatbots handle almost all kinds of queries and requests. But it does not eliminate the chances of a rough conversation taking place. In case the flow doesn’t go as planned, it may cause rigidity in the chat thereby prompting visitors to leave the conversation. 

Rush Chatbot Design:

Designing is the basis of any big step. Imagine you’re constructing a house but you lack any floorplan, or you misplace the original layouts, will the final piece look good?

Probably no. The same is with chatbots. Take time. Analyze your gaps. Find your purpose behind designing a chatbot. This way, you’ll end up with a proper step-by-step plan and come up with an appropriate chatbot for you. 

Forget Text:

Buttons sound nice and save time. But, what if someone wants to ask a random question and doesn’t find the option to give in his input? It would lead to a bad user experience and lesser customer satisfaction. 

Text boosts up the engagement and increases the interest of a user in the conversation. Texts give you the freedom to ask any question whenever and wherever you want to. According to sources, 34% of people would choose texting over speaking to a customer service representative. 

Send huge blocks of text:

Imagine receiving a 300-word text in the first message ever from a chatbot. You’d get intimidated with that much amount of information. Our brain processes information when it is mentioned in pieces and is up to the point. Seeing such a huge block of text may make it harder for the user to filter out the essential information. Also, if there’s anything very important in the message, the user might not even notice it. So, it is always better to send out information in short and precise text pieces.

Categories

Automated customer service: A complete guide for your business

Kesar Rana
Kesar Rana
February 15, 2021

What is automated customer service?

Automated customer service is defined as a method of consumer support that can be provided by an automated system in the form of a chatbot, help centers, and other artificial intelligence. The automated customer support can be available 24*7 and can be used both as a way to reduce the cost of human support representatives or as an assistant. The customer support team often needs efficient help desk software in processing, receiving, and responding to requests for service which can be done by automated customer service. 

In other words, automated customer service is a purpose-built process that aims to deduce or reduce the need for human involvement while providing advice or assistance to customer requests. Here, your job is to understand your customer’s needs and provide timely and relevant help to them. Sometimes, the unusual difference between expectations from customers and internal support skills that are provided by your company complicates the situation. But that’s what has to be done– to bring both at the same level and connect the two to make good customer service for your customers. That’s where automated customer support plays its part where it provides opportunities to offload the human touchpoints when they become unnecessary or inefficient.  Creating the balance can include:

  • Using preloaded email replies and canned responses
  • Knowledge bases with customer self-service portals
  • Chatbots and live chat (which can be overseen by customer support)
  • Organizational automation with “if this, then that” logic
  • Using artificial intelligence and machine learning
  • And assigning requests immediately to the right person or department

But that doesn’t mean that doing all this automation replaces the relationship between customers and employees. Only, it makes the process easier for you. 

The necessity of Automated customer service in your business

Always-on support

Providing spot-on support is one of the advantages of automation. Helping out your customers and solving their queries within time regardless of your customer’s time zone, circumstances or location. Unlike live agents, Automation tools aren’t constrained by the call center’s opening hours and your customers seek rapidly ‘self-service’ issues which can be done without taking the help of call center agents. Because of this reason automation can handle well frequently asked questions and frees up human agents to work on more complex issues of customer service.  

Lower operational costs

Automated customer service drastically improves operational efficiency and cuts down customer service costs. 

Time and efficiency

Automation frees up your time so that your team can handle more complex user queries and strategic tasks. On the same hand, automation quickly solves your customer’s queries with less effort required on their end. This is in valuing other people’s time which is the most important factor in providing a positive customer experience. 

Customer satisfaction and loyalty

Automation provides faster response time, short resolution time, and consistent support across multiple touchpoints. Which are the key features in providing positive customer service and keeping your customers satisfied. 

Agent satisfaction

Various tools like chatbots help to alleviate pressure on the agents by automating customer interactions over their preferred channels. Automated customer support can handle high-volume, low-value queries and freeing up the time where your team can do more difficult tasks. When it is integrated with a cloud contact center, they give agents a unified view of customer’s data and conversation history, so that your customer service team has all the information they need to resolve the queries quickly.     

Scalability

Automated customer service tools like bots allow your customer service team to provide omnichannel, personalized customer service. Artificial intelligence automation makes it easy to test, measure, and learn so that you can continually optimize the customer service experience.  

Examples of automated customer service

Employee analytics

Intelligent automation systems know how to dig out data and numbers from deep within the data pools. Software like Gusto, Culture Amp, and Luminoso help HR teams in making sense of large amounts of employee data to improve employee happiness year-round (instead of waiting for the annual review). Large companies like Roche, Johnson & Johnson, and Hulu already use these tools to better understand and engage with your global teams. With every new technology there comes its new advantages and disadvantages. In its recent report, the Society for Human Resource Management (SHRM) mentioned the dangers of blindly trusting an AI-powered tool. Like any other tool, even a powerful AI tool can have errors in its employee data analysis. For example, if the AI has insufficient data to work with, it can end up taking the bulk of its insights for one large company and giving uneven numbers to the others. To avoid this situation, always ask your vendors for case studies, examples, and references to understand how these tools will function in a real-world workplace area. 

Hiring process

Hiring new talents is always one of the toughest and important tasks for any company– just looking at the application can keep your HR busy for days. That’s where automated hiring tools can help to read through the applications at incredible speed, just by searching for specific keywords to quickly identify the candidates from thousands of applications. According to CareerBuilder, 71% of employers said that automated applicant tracking software helped them to improve the candidate experience. Automated hiring and recruitment tools such as Smashfly, BreezyHR, and Mya use AI to notably reduce the time to hire and speed up the screening process. Sometimes, automated systems can overemphasize certain keywords, causing them to miss qualified applicants and some applicants can even cheat the system. Peter Capelli, HR Professor at Wharton said that it’s important to ask your vendors to show you how their services got you the right employees. Automated recruitment tools like Breezy makes the process human with quick video assessment tools to help HR pros save time and get to know about the person behind the resume. 

Employee help desk support

With new powerful AI, chatbots are becoming more common but also more smart and useful. Chatbots are just not limited to customer requests. If you’re tired of answering the same questions again and again, you should probably take the help of chatbots. In this case, Chatgen can help you answer the internal requests. The chatbot can work well for IT, HR and office managers, and more, they will have more time to do big projects and their core responsibilities. Chatgen uses AI to draw insights from each request, so it can answer questions quickly. 

Meetings

Meetings can often be tricky whether the companies are big or small. It’s often a tough task to find a place, schedule the meetings, and make sure that all the right people show up. Tools like Doodle can help you in quickly doing the tasks by helping you in tedious group emails so you can easily compare availability and find out the time zone that works for everyone, even if the participants have different time zones. To streamline face-to-face meetings, Teem provides automated office lobby displays to let customers and visitors know they’re up and help direct meeting participants to the right room. 

Form autofill

LastPass and RoboForm can help you in filling out the online forms and freeing you from remembering passwords every time you try to log in. These tools use strong encryption technology to help you securely and automatically fill in any online form. Even filling out payment information is fast, secure, and easy. The tools can also help you generate very strong passwords and store them in a locally encrypted password-protected vault. This helps you to save the spot for the stuff that’s more important to do. You’ll only need one password with these tools. 

Advantages of Automated customer service

Leaving no room for human error

Automation tools can minimize or remove the error to a great extent by reducing the work of human agents in this service of your area which provides less chance for mistakes to take place and providing employees to put their attention in other areas. 

Minimizing the wait time

Traditional customer service has a long wait time which is not liked by many people. This problem can be solved by using automating customer service.  

You don’t need to hire more employees

It’s not always profitable to hire new people for business. Sometimes, low funds or small office space doesn’t allow for the hiring of new talent. But you can use a live customer support help desk software which is very affordable to use and solves your problems in many ways.

Categories

25 perfect customer service scripts in 2021 [Template]

Avatar
Manoj Palanikumar
February 15, 2021
Sr. No Topic
1 Template for first-time visitors
2 Template for repeat visitors 
3 Template to handle angry/frustrated customers 
4 Template to handle being unable to fulfill a request 
5 Template to apologize for any mix-up
6 Template to thank your customers and wrap-up the conversation
7 Conclusion 


“I’m sorry that you’re having a bad experience. Thank you for reaching out, please hold on while we retrieve your information.”
“Please give us some time to address your issue.”

While these seem genuine on their own, this is not what you want to hear when you’ve already reached out to the business multiple lines. Customers today expect quick responses, and adhering to age-old call center scripts will only do more harm than good. 

Live chat is used by 67% of B2C businesses solely for customer support. (Finances Online)

Creating a positive customer service script helps you resolve your customers’ queries faster and deliver a consistent customer experience. It also helps agents maintain the right tone of language when they are dealing with agitated customers. 

Creating customer care call/chat scripts is a part of creating a robust customer service process (Link to customer service process blog). Call center scripts are a great resource for your agents to refer to when they are in a pickle. They are also an excellent tool for training new agents.

Below is a free call center script sample for all your customer service phone/chat script needs.

Customer service template for first-time visitors/callers

  • Hi I’m xxxx from <company>. I’m facing an issue with my order.
  • Hello there, good day to you. I’m <xxx> and I will be assisting you today. Can you please tell me your order number?

When it comes to B2C, the majority of all issues will be with a purchase or to check if you have an item that they’re looking for. Here’s a sample for that:

  • Hello there, I’m checking to see if you have <this> product available.
  • Hey John, good day to you! I’m <xxx> and I’ll be assisting you today. Can you please wait a minute while I check that for you?
  • Sure
  • Hey John, thank you for your patience. I’m sorry to say that we’re currently out of stock, but we’ll be receiving the product on <date>. 
  • Oh, alright. Thanks for your assistance.
  • Hello there, I’m checking to see my order status. The tracking link that was sent does not seem to be working.
  • Hey John, good day to you! Oh, I’m sorry to hear that. Can you provide your full name and order number so I can check that for you? 

Customer service script for repeat visitors

It is important to use a customer service call/chat software that helps you pull up customer information even before you attend to them. This helps you give personalized replies, and also save time spent on retrieving customer information. Here’s an example of “how you can handle repeat visitors?”:

  • Hello <name>, it’s good to see you back! What can I help you with today?
  • Hello <name>, good day to you! Welcome back. Are you still facing issues with <previous issue>?
  • Hello <name>, welcome back! I see that your problem is still not resolved. Do you want to pick up where we left off last?
  • Hello <name>, good to see you again! Hope you’re having a good day. I see that you still haven’t received your order. Let me check that for you right away. 

Customer service call script for handling angry/frustrated customers

When customer issues aren’t resolved even with multiple calls/interactions, they tend to get angry and frustrated. Some may even be verbally abusive. To deal with such instances, start by showing empathy and understanding their concerns. Here are a few things you could say to help diffuse the situation: 

  • I’m so sorry you had a bad experience. Let me see what I can do to help fix this as soon as possible.
  • I completely understand your frustration. I’m sorry this took so long. Can I have your order details so we can fix it right away?
  • I’m really sorry that your order was delayed. There was some issue with our delivery partner that has been fixed now. You will be receiving your order by tomorrow. 
  • I’m really sorry that you weren’t happy with our product. Can you elaborate on the issue you faced so that we can fix it for you?
  • I’m sorry this has happened. Let me talk to my supervisor to see if I can get a replacement for you.

Call center script template to deal with being unable to fulfill a request

While customers are the king, you may not be able to meet all their needs. While it’s always okay to say no, here are a few polished ways to say that you don’t have the ability to fulfill their request that doesn’t lead to a bad customer experience. 

  • I’m sorry, but we’re out of stock for that product right now. Would you like to look at other similar products instead?
  • I’m sorry but we don’t have that feature right now, but our team is working on building it. It’s scheduled to be available by <date>. In the meantime, here’s a workaround you can use to fulfill your needs. 
  • I’m so sorry, but we currently don’t have what you’re looking for.
  • It looks like we are unable to fulfill your request at this time because of <reason>. Let me talk to my team and reach back out to you when we find a resolution. You can expect a callback by <provide timeline>
  • I’m so sorry, but there are no options to customize this product as of now. Whatever we have in the store is what’s available right now. 

Call center script sample to apologize for any delays, product mix-ups, and other issues

The first thing to do when there’s an issue from your end is to apologize. The customer will already be frustrated that their needs have not been met, so you’ve to empathize with them and explain what’s causing the problem. 

Below are a few scenarios like mix-ups, delays, and how you can address them.

  • When a feature is not working as advertised:
    I’m sorry that this isn’t working. Did you try configuring it <this way>? 
  • When there’s a delay in delivery:
    I’m sorry to say that there’s a small delay in your delivery. We’re working with our delivery partner to sort out the issue, and we’ll keep you posted on when you’ll be able to get it. In the meantime, is there anything else we can help you with?
  • When the product received is broken:
    I’m so sorry to hear that. Can you send a photo of the product so that we can send a replacement? Or if you’d like a refund, we can process that for you as well.
  • When the product received is a different size than what was ordered:
    I’m so sorry about the mix-up, let me mark this item for return and initiate the correct order right now.
  • When the product isn’t what they expected:
    I’m so sorry that this isn’t what you expected. Would you like to look at similar items so that you can exchange it? Or if you’d like to return it, we can go ahead and initiate that for you.

Customer care scripts for thanking your customers

The end of a conversation with a customer is always a great opportunity to introduce other products, especially if they’ve had a happy purchase. Here are a few pointers on how you can nail it:

  • Thank you for shopping with us! Is there anything else we can help you with?
    Great, have a wonderful day!
  • Thank you for purchasing with us. Customers who bought this product usually also bought this along with that item. Would you like to have a look? 
  • Thank you for doing business with us. If you have any other concerns, please reach out to us on our 24/7 service line. 
  • Thank you for choosing us! Here is something that you might like to check out before you leave. Our customers love to pair <purchased item> with <suggested item>. Would you like to have a look?
  • Thank you for reaching out to us with your concerns. Again, we’re so sorry about the delay. You can expect your product to arrive by <date>. If you have any other issues, please call our 24-hour service line and we’ll be able to help you. Have a good day!

So what’s the importance of positive scripting?

Creating customer service scripts is an integral part of building a customer service strategy, and it can help your support teams communicate faster, and deliver a consistent customer experience. While scripts are a great resource, the first step should be to empower your front-line agents to think on their feet and make quick decisions.

Categories

Top 7 power packed reason for the importance of customer service

Kesar Rana
Kesar Rana
February 15, 2021

In today’s time, the success of your brand lies in the hands of your customers. Whether your company will make or break depends on how you treat your customers. Customers wanted to be treated like they are very important to you and you always put them first. All of this can be done by providing lots of value to them and always going out of your way for them. 

Providing genuine value and support to your customer guarantees your own success. Delivering value to your customers is considered a core step in building your business. It all starts by learning your customer’s best interests at heart. 

Big companies like Amazon, Apple, and Zappos all work on the foundation that their customers come above everything else. Yes, Amazon acquired Zappos but it was because of their mutual understanding of the same values and beliefs that they share. 

If you are looking to expand your company, it’s important to understand why customer service is so important. With customers having so many choices to choose from, you have to set yourself apart from the rest and make your brand stand out. For that you have to ask questions from yourself: What value can you provide to your customers? What makes you different from your competitors? Why should a customer choose you over your competitors? We have always heard horror stories about bad customer service but very few about good customer service. What’s the reason behind that? 

Because bad news spreads like fire as compared to gold news. Warren Buffett said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” This is so very true. Everyone knows this but not anyone follows this.

7 reason for good customer service  

Happy customers build a better reputation.

Happy customers help in contributing a better reputation for your brand. Better reputation goes a long way in any business. Not only it attracts new customers but also investors, partnerships, and employees. If you are looking to improve your company’s reputation you should start with amazing customer service.

In a report, 69% of customers would recommend the company to others after experiencing positive customer service

Growing a company through referrals and word of mouth is one of the best ways to sustain a business. And it goes a long way. Recommendation from a friend miraculously works better for someone, who is overwhelmed with options.

Paid methods and social media campaigns work on their way but nothing can beat the word that has been spread by the word of mouth. This all can be done by making your customers happy through great customer service.

Churn decreases with more customer care.

Customers often cancel their subscription or switch to competitors when they experience bad customer service. This leads to an increase in churn which provides a fairly cut-and-dry measurement of satisfaction. This showcases how important customer service is: 89% of consumers begin doing business with a competitor following a poor customer experience.

The services can have their flaws, the products can have glitches. Your customers can all forget that if you provide them seamless customer service. 

To avoid customer churning try to focus on providing excellent customer service to your customers.

Employee happiness correlates to customer happiness.

Along with customers, good employees are also in demand in any company. Especially at startups, employee happiness goes much beyond a paycheck. 

Gallup found that highly engaged employees achieve a 10% increase in customer ratings.

To make your employees happy: create a mission-driven company where employees have a reason to return every day to brainstorm new ways to please the customers. Give your employees an opportunity to be a part of something larger than themselves. Tell them how each customer depends on them. This motivates and encourages them to work happily.

Brand awareness soars with positive customer experiences.

The companies get more attention when they emphasize creating awareness for their brand. Positive customer experience plays an important role in brand awareness, as they often lead to word of mouth advertising. 55% of customers become a customer of a company because of their reputation for great customer service

To spread your brand far and wide, provide positive customer service to your existing customers and let them spread the word about your company to others. Analytics will help you to track awareness by measuring everything from online reviews to social media sentiment to recommendation potential. 

When you’ll create a brand awareness strategy around customer loyalty, you’ll soon see an authentic and sustainable growth of your brand. 

Valued customer service unites goals and processes.

Having a same-end goal in a company makes the entire workflow more streamlined. The ultimate emphasis should be put on your customers, then slowly move through each department to align them behind customer service. 

To make collaboration last longer, set a longer goal to improve your customer experience-based metric, like NPS. Next, divide the responsibilities on every department to get things moving. This way you’ll easily hit your KPIs with a more streamlined process and will get happy customers in return.

It elongates the life of any business.

Only four out of every 100 businesses last through 10 years. That’s a huge 96% failure rate. The reason for this failure can be ignoring your customers. When you ignore your customers and you don’t focus on going out for them, you are cutting short the potential for longevity in your business. If you want to last your business longer then you should focus on the foundation i.e., your customers. As nothing is possible without them. 

Great customer service opens doors for new partnerships and other opportunities.

Giving all your attention to your customers and going above-beyond for them opens the door for new partnerships. This shows a lot about how you treat your customers and what value you provide. It’s something not every company does but it most certainly opens up the door for new opportunities, collaborations and partnerships.