We recently blogged about dropping the script when it comes to customer service phone support. But sometimes dropping the script can result in uncomfortable situations – especially when a customer is trying to cancel your service or leave your company. They may even be vacillating on whether your product or service is right for them.
Providing an exceptional customer experience doesn't just mean answering questions or closing tickets - to be truly customer-centric you need to look at every customer interaction and constantly look for ways to improve.
In Part 2 we addressed what buyers are looking for when they consult online reviews and how to collect them, including supporting stats from the research conducted by Software Advice, in their survey of 386 B2B software buyers.
- 71% of buyers will only consider reviews written in the past 6 months
- 47% of reviewers said being asked for a review didn't bother them at all
- Half of users actually leave reviews to provide product feedback re: feature requests and bug fixes
Now that we understand the importance of reviews, as well as why people leave them and how to collect them, it's time to address the scary part - What about negative reviews?
In Part 1 we addressed why online reviews are an important part of your growth strategy, and included key findings from the research conducted by Software Advice, surveying 386 B2B software buyers.
- 75% of buyers consult online reviews before purchasing business software
- buyers who consult online reviews ahead of time are 15% more satisfied with their purchases
- 59% of buyers are very likely or extremely likely to choose a product over it's competition based on more favorable online reviews
So now that you understand the importance of online reviews, we're going to address what buyers are looking for, how to collect reviews, and how to make your reviews work for you.
If you are a software company, you need to read this!
While reviews have long been recognized as an important part of the consumer industry, B2B has lagged a bit behind. As the business world shifts and consumers of all types become more social, and more involved in groups, forums, and the like, online review sites have become the newest (and arguably most powerful) form of word-of-mouth advertising.
Software Advice, a leading online software review site, recently conducted a survey to determine buyer behavior and the effectiveness of online reviews. The survey was conducted in collaboration with Research Now, and included results from 386 business to business (B2B) software buyers.
For businesses that are looking to provide better more comprehensive customer service, or to lower customer service costs, video may be an excellent choice.
(Or Just Ditch it Altogether)
When it comes to hot tamale customers, sometimes the more you care, the worse you fare. It’s important to decide when to be an actor, when to be a human, or a computer. Throughout it all, remember that the more validation and empathy, the better -- nobody likes to be angry alone. Call centers often employ workforce management software to get in depth analytics about customer interaction. These can be extremely helpful to better understand you customers but also yourself – the call taker. Here are the best tips for dealing with red hot customers – use with wisdom and as applicable to your situation.
Customer service is arguably the most important role in any company's continuing success because customer support reps have the most regular, ongoing contact with your customers. They are the face of your company on a day to day basis.