Whether the customer experience was fair, good or excellent is best known to the customer. Empowering them is a way of enabling them to express whatever they feel.
As a matter of fact, the customers today, want you to know what they want and whenever they want. Customer empowerment benefits the customers and the businesses alike. Here’s how you can empower your customers the right way:
Provide an extended multi-channel support:
The very first step towards empowering customers is offering a multichannel support. Enable your customers to initiate an interaction over one communication channel and complete it over some other channel that they want. In addition to this, ensure that they have an access to the full multi-channel session history. This will help eliminate any repeat questions or searches and help enhance the customer service.
Put up a knowledge base for an enhanced customer experience:
Putting up a knowledge base is yet another effective way of empowering your customers and improving the customer experience. It is a way of enabling self- service on your website so as to simplify customer query resolution.
With live chat, the customers do not have to wait for the agents to be available for their query resolution.
Enable customer feedback:
Customer feedback helps empower the customers. Allowing your customers to drop feedback helps convince them that their opinions will be addressed.
You can also gain deeper insights into your customers’ requirements and identify new opportunities to serve them. This will ultimately improve the quality of the customer experience they have with you.
Allow customers to opt out of services:
Though customers opting in for a service like newsletters, emails etc. are beneficial but consistent one-sided communication can actually piss them off. So, it’s advisable to allow them to filter the information and content they receive from you.
Think from a customers’ perspective before acting. Also, make it easy for them to unsubscribe from specific services as per their convenience. This will empower your customers and effectively enhance the customer experience.
Following these tips will surely help you in empowering your customers like never before.