Afsana Multani 20 effective ways to build a better customer experience WORDCAMP KOLKATA 2019 

Some years ago - Less competitions ● Limited options ● What to buy ● Where to buy 

Serve your Existing Customer 1. 

Stay online Build their trust Keep engaging your customer 2. 

3. Take good care ● “If you do not take care of your customers, then Someone else will” ● Attention ● Solving their doubts ● Ask periodically if they happy working 

Add your personal Touch ● Personal touch to any solution give immense attention of your customer ● Take their problem as yours ● Balance between Human and technology 4. 

Be responsive & Polite Polite words and Humble request are the Key point of customer service. ● In any situation be humble ● If there is any boiling situations:- Use words and feed them some Rasgullas to add sweetness in the situation, by apology. ● This helps to coordinate and customer will start listen to you. 5. 

Don’t be lazy ● Do not waste customers Time - makes them Angry ● Be quick on your response ● Ask them to wait while you review their query ● Update ongoing task status ● Increase chances of Refunds 6. 

Maintain Support Channel ● Live Chat - Online Chat - Crisp ● CRM Tools (HelpScout) ● Share your online and offline time ● Share important Doc links, when offline 7 . 

8. Monitor Core Updates ● Updated websites ● Update Plugin and Themes, ● Periodically check with different products compatibility ● Check Version updates 

9. Greet your customer ● “Your customer does not care how much you know, but how much you care” ● Use First Name ● Research says, customer becomes more happy when they find personal attention. 

Many time we find statements that says:- - ● We are not responsible for any kind of issues or damage caused” But what it should be - - Personal Commitment - You have my words to get it done - I will review it personally to resolve your query - I will personally take care of problem faced by you or inconvenience that caused. 10. Provide your personal Assurance 

11. Say Thank you! Mahatma Gandhi Says - “Customer is doing a favour by giving us the opportunity to serve” - Say Thank you when provide details - Say Thank you even if they complains - Say thank you for contacting - Say thank you for purchase 

Spend enough time with your customer ● Customer need Speed, but it is not always a need. Instead spending enough time with customer will work way too good. ● Overcome obstacles that faced by customer, due to lack of information shared. 12. 

Establish your guidelines Create Positive environment in the Team ● Establish your own guidelines ● According to your company’s culture and business structure. 13. 

14. Ask for testimonial ● As you are providing Great Service - Ask Customer’s Testimonial ● Take time to review those Testimonials ● Use Social Media to share those reviews 

Positive/Negative Feedback ● The other important point is What if there is a Negative Feedback? ● Many a time we think,, whether to approve this feedback or how to reply on negative feedback? 15. 

16. Close feedback loop ● Closing loop is very important to maintain trust and relation with customers. ● When Customer shares his/her Feedback or review, Video testimonial, ● You have to close this loop by responding your Thank you reply: ● on time - quicky 

Show empathy to Customer “ I know, how important the product is to you” “I understand, how upsetting it is” “I understand your concerns” 17. 

18. Use your word wisely Don’t: I don’t know I can’t do this/I Can’t help you “NO” it is not possible (It diminishes the value of your business) Do’s: “Even if you do not know, say it in proper way” - End your answer with some positive light. - I am sorry, John, I would love to help you, but I do not have this information at this moment. Please allow me sometime and will get back to you shortly. 

19. Welcome customers Complaints Complaints are: - key to success - Helps to grow - To change Take it positive 

20. Do extra for your customer “ Always give people more than what they expect” - Create your Brand - Eg: StarBucks - Give your customer a reason to work with you. - This is something no one can copy it or buy it or sell it. . 

● Those are a few of my suggestions or an experience. ● What are some ways that your company monitors in customer service? ● Write me on: https://iamwplearner.com / and will discuss 

ধন বাদ Q/A Catch me on: Read More on “https://iamwplearner.com/” Tweeter @afsana_multani Slack @afsana multani Insta @iamwplearner