To improve customer satisfaction, sellers should get these four tips!

Customer satisfaction is no stranger to all sellers. Simply defined, customer satisfaction is how satisfied people are with the products and services they get from your business.

The importance of customer satisfaction is beyond doubt, as can be seen from the following survey data:

--The probability of successfully selling to an existing satisfied customer is 60 % -70% (while the probability of converting a new customer is 5 % -20%).

--More than 33% of customers will abandon a company due to dissatisfaction with customer service .

After a satisfactory customer experience, 69% would recommend the company to others , and 50% would patronize the company more frequently.

Unlike customer loyalty, customer satisfaction refers to how your customers feel about your products at a given point in time and is primarily driven by customer service and brand experience . Because of this, sellers need to work hard to create a positive experience for their customers.

To improve customer satisfaction, sellers can refer to the following four tips:

1. Provide self-help resources

Research data shows that 89 % of consumers expect businesses to have an online self-service portal for customer support .

Sellers can consider providing self-help resources such as tutorials, knowledge bases, etc. so that consumers can easily and quickly solve their problems.

2. Create an omnichannel experience

Taking an omnichannel approach is essential to driving customer satisfaction . Sellers can use their customers’ data, such as email and phone number, to provide them with a seamless experience across multiple channels .

Additionally, sellers should ensure that customers can contact you whether they are seeking help on social media , blogs , websites, or mobile apps .

3. Reduce waiting time

Waiting time is one of the key factors affecting customer satisfaction . In a society where most people want instant gratification (or gratification with minimal waiting time), reducing waiting time is important.

In addition to self-help resources, sellers can also use live chat, self-service order management software, and self-service options to reduce wait times.

4. Optimize online experience

Visual content is crucial for an online business.

Sellers can add videos to guide customers on how to use newly purchased items, customize product features, etc. In addition, improving the design of your website is also a good way to enhance the customer experience.

In summary, measuring customer satisfaction can help sellers identify areas for improvement in their business to reduce customer churn and help sellers stand out from the competition. Therefore, sellers should also work harder to improve customer satisfaction.

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Customer Satisfaction

Online Experience

Self-help resources