How to Monitor and Enhance Customer Experience amid COVID-19

1. How to Monitor and Enhance Customer Experience amidCOVID-19 Over 6 million Corona cases worldwide and still counting! Yes, this is the harsh reality of Corona. The economic slump has hit hardly a number of countries and businesses across the globe like neverbefore. With several stores still closed and production and supply chains impacted, monitoring customer experience is the ‘silver lining’ that can save a business from huge losses amidst these unprecedented times. As keeping your customer experience intact will help retain your customer base and mitigate impacts on yoursales. Now the question is - How can business owners monitor and enhance customer experience? Luckily, there are ways theycan. If you are also an online business owner and are finding it hard to monitor your costumes’ experience, below are the ways to simplify it foryou. CustomerSurveys There is no doubt that you must have made the best possible efforts from your end to adapt to the current pandemic. However, unless you don’t know your customers’ perspectives about those adaptations, they are pointless. As they are the ones who can ‘actually’ point outthe

2. exact strong points or pain points in your adapted approaches. And whether those approaches have struck the right chord with them ornot. • Similarly, unless you don’t know how your customers’ response is to a new product or service before launch, predicting its success level can be hard. Also, you wouldn’t know how to tweak it to fit customers’ needsbetter. • So, how can you know your customers’ viewpoints about your current product(s)/service(s) or the upcoming ones? Luckily, there is a way - a customersurvey. • It is one of the valuable ways to measure overall success and customer satisfaction levels. Again, a survey is of various types- • Net Promoter Score (NPS) Survey - To gauge the loyalty of your customers by letting them rate your product(s)/service(s) on a scale of 1 to10. • Customer Satisfaction Survey - To find out if your business meets your customers’ expectations ornot. • Post-Purchase Survey - To collect feedback about a particular product or service post-purchase. • Product/Service Development Survey - To assess what your customers think about your new upcoming product(s)/service(s) launches inadvance. • Web-Intercept Surveys - To collect insights into customers’ experience straight from your website inreal-time. • A CRM survey toollike our SugarCRM survey module can help you create result-oriented surveys with ready-to-use survey templates. Further, with advanced features like Skip Logic, Data Piping, Advanced Statistical Reports, and more, your surveys can become more engaging andsales-driven. • This way, your survey creation won’t only become easier but also more efficient and helps enhance your customerexperience. Online ReputationManagement

3. Showing your brand in a good light in the midst of these tough times is crucial. And upkeeping your online reputation is the key toit. There are several ways you can maintain and manage your onlinereputation. Keep CustomersInformed There is a feeling of uncertainty everywhere around. In these times, you must ensure to keep your customers well-informed about your business updates via your site, social media, emails, etc. Be it a change in operational hours, exchange or return policies, contact info, temporary suspension of service in an area, or anything else; it is a must to convey everything to your customers. Track Reviews - Good andBad Reviews are your ‘eyes’. Confused!? Metaphorically. Reviews show you the ‘real’ image of your brand among your customers. Therefore, you simply can’t do without keeping a track ofthem. Monitor reviews on your site, social media pages, business app (if you have one), and literally everywhere. Don’t leave out any review across any platform unanswered - especially the negative ones. As negative reviews can be detrimental to your brandrapport. Whenever a customer gives a negative review, read it and analyze the pain point(s) thoroughly. Come up with an effective solution to post in response to that review. If you find the review to be too long with a number of pain points and impossible to resolve instantly, empathize with them in the first place. And post your customer support email address reassuring them that they can send their issue in full detail on that and you will resolveit. Even if a review is positive, thank the reviewer first and make them realize that their positive reviews give you the inspiration to always serve themwell. Share Reviews andContent ‘Showing off’ may not be good in daily life but when it comes to online reputation, it is not so. Sharing your clients’ positive reviews, testimonials, and case studies across your site and social media is important. Because through this only, people develop confidence and trust in your brand. And encourages them to consider yourbrand.

4. Website Inquiries and DirectCalls • In crisis times, real-time customer support is highly indispensable to enhance the customer experience. Hence, ensure that your online support is all set to improve your customers’journey • and not hinder it at anystep. • Checkfor: • Site Navigability - To make sure that site is easily navigable and loadingfast. • Technical operations - To remove any broken links, non-loading forms, or other technicalglitches. • Employee-Customer Relations - To ensure that your support team follows up all online inquiries in a courteous manner in a given timeframe. • Besides resolving online issues, monitoring inquiries via calls on your customer support number also matters. Pen down the most common pain points or issues your customers have. Try to segregate them into general inquiries and product-specificissues. • While general inquiries don’t need much analysis and can be handled instantly most of the time, product-specific issues and complaints require analysis. Sit with your developers and sales team to find out what you can do to solve product-specificissues. • From your sales team, find out what your competitors are offering that you aren’t. And with your developer team, you can discuss the feasibility of those features cost-wise and development-wise. • Accordingly, you can reach a final solution to eradicate that pain point and boost customers’ experience. In aNutshell Nobody knows how long it would take for this pandemic to subside, but you can still take steps to minimize its impact on your business. By following the above-mentioned ways, you can monitor your customer experience and take steps to enhanceit. With our SugarCRM survey module Survey Rocket, you can create sales-driven CRM surveys and assess your customerexperience.

5. Check out our surveymodule Source :https://www.appjetty.com/blog/tips-to-enhance-customer-experience-amid-covid19