3 Ways How Customer Support Can Increase Brand Loyalty

                                                  3 Ways How Customer Support Can Increase Brand Loyalty

In today’s digitally-driven world, customer support is a company’s most critical competitive advantage.

Don’t assume your customer support strategy, or execution, is hitting the mark. Here are three ways to make customer satisfaction and brand loyalty a reality by improving the customer experience through knowledge-driven support:

1. Welcome Customer Feedback

For every customer who bothers to complain, 26 others remain silent. While many companies don’t like to hear customer complaints, they fail to realize those 26 other customers will most likely disappear, sharing their dissatisfaction with others, and your company will be left wondering what went wrong.

This is why ongoing customer feedback is so important.

Brands need to create a process to track customer feedback – both positive and negative – and respond to all of them in a timely manner. Give your customers access to a knowledge-driven support (KDS) systems where they can easily offer feedback and find solutions to the problems they’re experiencing with, while learning new methods of use with your product or service. This will provide your organization with valuable insight that will strengthen your research and development efforts, your product roadmap, and your customer relationships.

2. Create Quality Interactions

Customers prefer to find the answers to their questions online. The use of Help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among U.S. online adults.

In addition, almost 9 out of 10 U.S. consumers say they’d be willing to pay up to 17% more for superior customer experience.

For these reasons, brands need to consider how they can develop an online community to help provide faster and more accurate solutions.

Instead of picking up the phone or submitting a support ticket, customers can access an engaged online community where people, just like them, are asking questions, providing answers, and sharing knowledge about your product or service.

3. Build Relationships

When companies rely on automated forms of customer support or self-service portals, they’re robbed of the opportunity to create emotional connections and lasting connections with current and prospective customers. Strong customer relationships and superior customer service are closely intertwined. Happy employees result in happy customers – you can’t achieve brand loyalty without having both.

In a KDS community, customers have the opportunity to connect with one another and also build a relationship with your brand. Excellent customer support experiences strengthen the relationships you have with customers, therefore increasing customer retention, revenue, and brand loyalty.

Loyal customers come back time and again. Raving fans recommend your product or service – they insist that others do business with you. With KDS, organizations deliver a superior support experience, while successfully transforming customers and prospects into brand advocates.