16 Reasons Why You Should Empower Your Service Agents to Respond to Customer Feedback

We all know what it’s like to have a negative customer service experience. Maybe you’re bounced from agent to agent when you’re giving feedback or looking for help on a simple issue and you have to keep repeating yourself. Maybe an agent doesn’t know the answer to your question and tells you they can’t help you out.

Whatever the case may be, at best, it’s a bit frustrating or mildly inconvenient. At worst, it can be downright infuriating. In either scenario, it doesn’t make you think too highly of the company that’s supposed to be helping you.

If you want to take your business to the next level, you need to deliver superior customer service experiences at every interaction. Make sure you’re pleasing your customers and considering their feedback on a consistent basis, and they’ll keep doing business with you.

Customers today aren’t necessarily fickle. But if they have a negative experience with your company, the data suggests they won’t hesitate to take their business elsewhere. The internet has made it incredibly easy to find substitute products and services; customers today have more choices than ever before.

On the flipside, when you deliver exemplary customer experiences on a regular basis, they’ll become loyal. This is critically important because, according to CRM Trends, loyal customers may only make up 15% of your customer base but can be responsible for as much as 70% of revenue.  Clearly there is a large financial reward for holding on to loyal customers.

But how exactly do you ensure that your customer service is second to none?

It starts with equipping your agents with the customer experience software and information they need to respond to customer feedback easily, quickly, and accurately. Give your agents a 360°, real-time view of your customers they are interacting with. That way, they are empowered with context for how to deliver a more personalized customer service experience along the way.

According to the stats in our infographic below, that’s the ticket to putting your customers first every time, increasing customer retention and bolstering your bottom line.

Customer Feedback Tools

By Caroline Dangson | March 14th, 2018 | Clicktools

About the Author: Caroline Dangson

Caroline Dangson

Caroline Dangson is a product marketing manager who is responsible for the marketing strategy and execution for CallidusCloud Customer Engagement Cloud.  Prior to this role, Caroline managed the product design, marketing and customer implementations of CallidusCloud ServiceMotivate.  Caroline has worked as a product marketer, product designer, and social business strategist.  She is passionate about the use of positive psychology and social technologies to more deeply engage employees and customers.