Complaints include all the complaints your customers america cell phone number list tell you about the service/product/experience they received. They can even be compared to a dissatisfaction criterion.
How does complaints management increase customer satisfaction?
Good complaint management can change the image that a dissatisfied customer might have of you. Indeed, by taking complaints seriously, customers feel listened to . In addition, when you manage to resolve their problem, they will be ready to trust you. Better still, they can recommend you ! But how do you set up this process? Look no further, we have detailed it step-by-step below and here in this dedicated article :
1.1. Structure your claims process
Before you think about managing your complaints , you need to define an action plan.
What are the most recurring complaints, and what are the most effective solutions for these same complaints?
Is automation possible for the most common questions?
What to do in case of a more specific problem?
What resources should be allocated depending on the type of claim?
On which channel (or channels) will you communicate with your customers? Email, phone, chat?
Do you have a ticketing tool for steps and tracking ?
Do you analyze the quality of response (see below)?
So many questions that you and your team will need to answer before you get started. Moreover, these questions are far from exhaustive and suitable for all companies. Ask yourself the right questions... by thinking about your customers and the frictions encountered. Challenge your process, as if you were your company's customer.
In addition, your structure must be able to manage these claims , to do this, you need a functional infrastructure , and qualified personnel .
1.2. Make the claims process easier for your customers
Highlight the complaint form on your website or social networks. Even if you have more than expected, it is better to do this rather than your customers spreading their dissatisfaction on their social networks and yours). In addition, do not hesitate to make resources available so that your customer can resolve their problems themselves (tutorials on YouTube, FAQs via a knowledge base , etc.).
For example, Gen Z customers are picking up the phone, baby boomers prefer online chat , and the advent of AI is reshaping contact centers. For customer service decision-makers, 2024 could be a year of unprecedented transformation.
Indeed, they face their biggest challenge in a long time (the arrival of the web?): preparing their organizations for an AI-driven future while simultaneously meeting difficult business objectives and rising consumer expectations. According to McKinsey’s latest global study, many organizations are struggling on all of these fronts.