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We’ve all heard the saying “money doesn’t buy happiness” at some point in our lives. Is it true? Is it not true? That’s still up for debate, but we do know something-
Money doesn’t always guarantee customer success.
What we’ve found is that the more people spend on unnecessary customer service tools, the more people get driven away.
So, just how high is the price for delivering good customer experience?
We’ve all been there. We hear about the newest tool, and we all get excited. It promises to deliver x, y, z; the price is right, and it’s what everyone keeps talking out. It becomes less about the customer, and more about- which company can get their hands on this tool first?
While investing in tools isn’t expensive per say, the act of losing customers adds up because your company doesn’t just go through an economic loss. Your company also has to find a way to compensate for the lost customer. Not to mention if this customer is really disappointed in your customer service, it could lead to negative word of mouth, and the cost to acquire new customers is very expensive.
How can we prevent this from happening?
Step 1: Define your goals
The best, low-cost way to avoid unnecessary spending is to sit down and evaluate what you want to achieve with your customer experience strategy.
The most common customer service goals include:
- Decreasing response times
- Optimizing customer communication
- Increasing customer retention
- And so on…
Keep in mind that at the end of the day, you have to keep the customer at the center. Your #1 goal is to keep your customers happy.
Step 2: Find the gaps
You’ve defined your goals! That’s great. Now you have to look at where you’re succeeding, and where you need to fill in the gaps.
The first step is to look at this objectively- view your analytics and see where you’re falling behind.
The second step (and arguably, the more important step) is to look at your customer service through the eyes of your customer. First, understand who your customer is. Then, step into their shoes and understand what they need, you’ll see where the problems are and then you’ll know where to fix these issues.
Step 3: Find tools to fill in these gaps
When you take out the impulsivity of wanting to hop on the next trend, you’re able to fill in the gaps in a rational manner.
If customers feel your response time isn’t quick enough, you might want to consider implementing a live chat software.
If your customers are primarily on social media platforms and one of your goals is to optimize customer communication, you might want to consider setting up a WhatsApp chatbot.
Your tools you’re interested in implementing should be tailored to your goals.
Step 4: Rinse and repeat
To consistently stay at the top of your game without unnecessary expenses, you must keep a watchful eye on your analytics. Monitor your customer satisfaction scores, review customer feedback, keep tabs on what customers like, and improve only when you need to.
There’s a proverb that goes along the lines of-
If it ain’t broke, don’t fix it.
And that’s exactly how you can avoid unnecessary spending.
Great customer experiences don't always need to be expensive
Depending on how you approach the topic of spending on customer journey tools, you can always find a good option if you search hard enough.
And sometimes, you don’t even need to search at all. We at Engati, believe that a great customer experience strategy doesn’t need to be expensive. With Live chat offerings starting at 19USD per month, you can begin your journey towards increasing customer retention while decreasing response times.
We also have a limited-time offer for WhatsApp chatbots. For more details on how to optimize your customer communication with WhatsApp automation.
And be sure to sign up with Engati to elevate your CX game.