4 Surefire Ways to Make Your Customers Happy

Published by Steve Wood at July 5, 2016

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In this fourth installment of our Operational Efficiency blog series, we explore the impact a great customer experience has on a company’s bottom line. Exceeding customer expectations is the ultimate goal. No customers? No bottom line at all.

Salesforce, as we’ve seen in the first three articles in this series, is a go-to solution for organizations facing common business challenges that stand in the way of customer satisfaction. Read: Operational Efficiency Series: 4 Advantages of Implementing Salesforce; Operational Efficiency Series: Process Automation; and Customizing and Enhancing Your Salesforce Org.

If your company relies on customers, you are in the “people” business. And, if you are in the people business, not prioritizing customer service every minute of every day is the definition of failure. “Seven in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service,” according to an American Express survey. If you aren’t meeting the mark in this arena, you are likely already seeing downward trends with regard to sales, repeat business and referrals.

When it comes to Maximizing Operational Efficiency, it’s Salesforce to the Rescue!

Customers have so many choices when it comes to what to buy and who to buy it from. One wrong move – a problem with shipping, product failure and most definitely negative customer service interactions, can quickly drive your customers straight to your competitor’s door.

The efficiencies created by Salesforce help you keep your customers exactly where you want them.

Put an end to the runaround: When customers want answers, they want them yesterday. Since Salesforce houses all business operations (sales, service, finance, etc.) in a single system, anyone in your company (with permission) can access a client’s account and have information to handle customer inquiries, concerns, etc. An added benefit is that Salesforce provides full transparency within your org for your internal team. This puts an end to siloed departments and makes service and support related tasks easy to perform, maximizing customer satisfaction while saving the team time and frustration.
Ready to adapt to customer needs: If something isn’t working, it can be updated/changed/eliminated. When a customer has a request, it can be easily accommodated. The Salesforce platform allows users to quickly adapt to the evolving needs of customers. For example, at Internet Creations, when our customers asked for self-service access to their license information, we were able to add it to our customer community in just a couple of days.
Offering self-service: According to a recent study surveying millenials, it’s all about self-service. Web self-service use increased from 67 percent in 2012 to 76 percent in 2014, survey results revealed. Further, in 2015; according to Forrester data, “53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions, while 73% say that valuing their time is the most important thing companies can do to provide them with good customer service.” Everyone is busy and most customers want a way to help themselves, rather than creating a support case or making a phone call. Salesforce allows customers to search a Knowledge Base enabling clients to often help themselves – saving time and offering a level of instant gratification.
Delighting your customers: Salesforce enables a company to measure processes and people because all data can be analyzed and measured through reports and dashboard. When a company identifies an area for improvement, making those change provides more value for your customers.

Bottom line: Salesforce allows companies to provide better support service which not only enhances an organization’s reputation, it also enables an organization to retain clients at high rates, foster longer client relationships and offer more aggressive SLAs.

Internet Creations has not only experienced these advantages first hand, but we also have helped client organizations to realize these benefits for themselves. For more information on how Internet Creations can help you explore Salesforce, from the vantage points of both efficiency and customer service, visit https://www.internetcreations.com/