Retail and service industries, require customers, without them there would be no business. So it might be an understatement to say that customers should be an important consideration for any successful company. That is why the idea of customer satisfaction has been around for decades, and the internet is filled with famous quotes on customer satisfaction.
For example, Walt Disney was a man who built his company around the idea that, if you focus on making your customers happy, the rest will follow. He famously said, “Do what you do so well that they will want to see it again and bring their friends.” Disney might have been referring specifically to movies or amusement parks, but this quote applies to just about any product or service one can offer. No marketing tool is as powerful as word of mouth.
Today, customer satisfaction is more important than ever before. In a recent survey, 90 percent of consumers said that their buying decisions are directly influenced by online reviews. Furthermore, the Salesforce 2016 State of the Connected Customer report found that 70 percent of consumers state that their loyalty to a brand is influenced by customer service at any time, every day.
Customer service has always been an important factor in overall customer satisfaction. However, in this age of social media, every company’s customer service interactions on social media are public for all to see.
Luckily, with this new challenge to customer service, comes a new wave of customer service management tools. When you have to manage customer service interactions across multiple channels, it can become an overwhelming prospect. Furthermore, certain customers and comments can easily slip through the cracks if you are not able to keep up with every channel.
Customer support platforms like Salesforce Desk can prevent these kinds of problems, and make for a more comprehensive customer service strategy all around. Let’s take a look at how.
When companies engage and respond to customer service requests over social media, those customers spend 20 to 40 percent more money with the company than other customers do. Using Desk.com, companies are able to manage their customer support across every channel, from any device, right out of the box. They can select and edit responses, program automated responses, view customer satisfaction quotes, see customer profiles, and easily transfer queries to the right person to answer them.
Salesforce Desk also provides a self service portal for customers, empowering them to answer questions for themselves, thus providing a better experience for both them and you. Simply think of the self service portal as the doctor for your customers. It gives a collection of self-help functions that are open to the end users and always accessible through a company’s website. From the smallest issues like a password change to live chat services, the Salesforce self service portal improves any company-customer relationship.
Salesforce uses predictive analytics to make sure that any content delivered to your customers is the right content for them. This is a proactive solution that makes sure that customer expectations are in the right place, leading to customer satisfaction with the end product down the line.
When dealing with customer service, 83% of business buyers say it’s absolutely critical or very important to be immediately routed to the agent who is most knowledgeable about their company’s issue. Many companies attempt to offer this, but too often people are lost in transition between departments. Desk works with other Salesforce solutions to provide a complete 360 view of each customer, and a personalized profile that guarantees that you can keep track of your customer from that initial click, all the way to completion.
Ultimately, there is no better indicator of customer satisfaction than the things that your customers are saying about you. So to show just how good Desk.com is, here are some of the things that clients are saying.
“Our goal is to go above and beyond, so that ultimately we can turn someone from a frustrated customer into an evangelist…Thanks to Desk.com, great customer service is always on our menu.” — Conrad Chu, CTO and Co-founder, Munchery.
“Although we are spread across two continents, we share customer information, cases, and workflows, and work together as one team.” — Jennifer Wentzel, Community Support Specialist, Soundcloud.
“Any employee can get up and running on Salesforce in just a few minutes, so it’s really easy to expand the number of people interacting with customers.” — Brian Boroff, Head of Customer Success and User Operations, Asana.
These are just a few examples of how Salesforce Desk has helped companies to transform their customer support and improve customer satisfaction. You can read more stories from companies succeeding with Desk here.
In case you need further persuasion of the importance of customer satisfaction — or just some motivation to transform your customer experience — we’ll end with a few of the best motivational quotes for customer satisfaction.
“Your most unhappy customers are your greatest source of learning.” — Bill Gates on the unique learning opportunity that comes from negative feedback.
“If you don't appreciate your customers, someone else will.” — Jason Langella flipping a common relationship phrase that highlights the importance of customer satisfaction in a competitive marketplace.
"A customer talking about their experience with you is worth ten times that which you write or say about yourself.” — David J. Greer on the difference between your perception of your business, and that of your customers.
“If you do things well, and you do what customers actually want, they will figure it out.” — Jeff Bezos showing us that, if you take customers seriously and give them what they want, they will see value in your service.
“Good customer service begins at the top. If your senior people don't get it, even the strongest links further down the line can become compromised.” — Richard Branson on the importance of an attitude of good customer service that reaches to every part of the company.
The best way to see how Salesforce is revolutionizing customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
Questions? Our reps have answers. 1-800-667-6389