Like many of today’s other business necessities, conducting surveys from time to time is also essential. Today, we are living in an era of incessant competitions, and only the best can survive.
So, gathering necessary inputs from the customers regarding products or services is also essential. Contact center executives are best to gather feedback from customers using the call center software.
A recent survey on consumer behavior has revealed that around 75% of the customers are always on the front foot when it comes to offering feedbacks.
All that a company needs to do at that very moment is to garner as many inputs from them as possible.
Eventually, such feedbacks will immensely help during the formulation of the future business strategy of the firm.
1) Make Your Customers Feel Privileged: In order to grab customers’ feedbacks and opinions, the company needs to follow its promotional strategy well. It is well known that customers share their feedback as a part of their ego satisfaction too.
The 2017 survey on consumer behavior has stated that around 73% of the customers in current era belong to the age group of 18-40.
When they see that their problems have been solved at the earliest, then they would be more than happy to share their positive feedbacks with the rest of the world.
2) Be Respectful Throughout the Survey Process: The owner needs to create the questionnaire form well. It should contain some of the courteous words like “Thank you”, “Privilege”, and eventually the form should end with these words; “We are highly thankful that you have spent your precious time towards filling out this form”.
Ideally, 5 to 10 questions should be there in a single questionnaire. Otherwise, customers may find it boring to fill out anything more than that.
3) Provide Incentives to Survey Respondents: Many surveys go unnoticed as customers don’t find enough motivation to fill out those questionnaires.
The contact center owner should aptly reward incentives on each questionnaire. Incentives will motivate consumers to take part in the surveys more heartily.
The 2016 survey on consumer behavior has revealed that around 90% of the customers stop doing a transaction with a firm due to poor after-sales-services.
By conducting surveys, the contact center owner gets to know such vital information like where it is doing well and where it requires improvement.
4) Ask Relevant Questions Only: Obviously, customers don’t have enough time to respond to useless or irrelevant questions. Just put themselves in your shoes, and provide as simpler and fewer questions to customers as you may need for conducting a survey.
According to the latest customer survey, around 77% of the companies have admitted that they need to add more innovation to customer support services. This will help them stand out as the cut above the rest.
Case Study
An educational institute was running raucously as no new students taking admission to it. Initially, the management viewed it normally.
But the owner didn't install the call center software solutions in the system, which eventually slowed down the institute’s future prospects.
One day, the administration decides to promote the institute more to admit and enroll more students.
The IT head of the institute suggested the installation of the best call center software to be counted as the finest institute in the vicinity.
Once the appropriate calling devices were installed in the process, the efficiency of the institute got increased manifold.
Thanks to the integration of the advanced and ultra sophisticated calling devices like the call center solutions, now students could fill up the admission form by paying the requisite fee online.
The rising cases of online theft have somewhat reduced the faith of the students going for online transactions.
Since most institutes take admission via online process only so it is essential for such organizations to install the online call center software for extra efficiency and safety of the online payee.
This software works with 128-bit encryption system and on a secured server that automatically prevents any hacking attempt, and locks that IP number permanently.
So, it is impossible to hack 128-bit encrypted software having full SSL certificate.
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