An unsatisfied customer is, at best, a prospect. However, you will have to move heaven and earth to retain such a customer. One of the ways to prevent dissatisfaction is to solve customer problems quickly. Using automation to solve customer problems will help you solve disputes earlier and better. At the same time, you get to know the customer better and learn how to retain them.
In our previous post, we talked about optimising the customer experience. Now we will discuss the importance of handling customer problems quickly and properly. Nothing is as annoying as an unsatisfied customer. Not only do you risk losing the customer, but you could also lose many more (potential) customers due to image or reputation damage. In the worst case, you might make it to the media, or your product or service might be at the centre of a viral video, but not in a positive way.
Customer problems come in all shapes and sizes. They vary from a piece of clothing delivered in the wrong size or color, a recall action by a car manufacturer, maintenance issues to products not working on arrival. In a complex chain of suppliers and partners, keeping the customer satisfied and solving disputes properly is often even more complicated.
Solving customer problems
The great challenge in solving a customer problem is to turn it into a good experience for the customer ultimately. In practice, this is easier said than done. The most important condition is that you know the customer well or have insight into what is happening with the customer. Most organisations have a lot of information about the customer, but all this information sits in various silos. Unlocking this information cannot be done quickly and efficiently without automation and Artificial Intelligence (AI).
If you have a dissatisfied customer with problems, having all the relevant information at hand will help you find a solution more quickly. Integrating systems for information on external factors such as weather forecasts, traffic volume, and shipments can provide significant added value. If you have to sort all this out manually, a lot of valuable time and energy is lost.
You should also analyse all the collected data to find the best solution. Automation and intelligent systems are essential in this process as well. They allow you to map out the problem, identify the cause and determine where the responsibility lies for solving the problem. Sometimes the perfect solution is not available. Sometimes you end up with a correction, an alternative product, a concession or a combination. Smart technology can help to structure and speed up the process. To help you make the best decision for the customer and offer the best possible solution. After all, solving a problem quickly is crucial for keeping a good customer relationship!
Doing this well does not mean losing a customer but retaining a more loyal customer. SoftwareONE helps you find the right technology to resolve customer disputes better and faster. ONE also makes your company future-proof. Are you ready for the journey?