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In today’s competitive market, providing a positive and memorable customer experience is more important than ever. According to a report by PwC 1 in 2018, 73% of customers say that customer experience is an important factor in their purchasing decisions; while 42% say that they would pay more for a better customer experience.
At TurnPoint Software, we understand that providing exceptional customer support is key to the overall customer experience. Our commitment to responsive communication, effective empathy, and continuous improvement has resulted in a customer satisfaction rating of 99%.
We have developed a seven-step process to ensure that our customers receive the support they need to succeed.
Step 1: Be customer-centric
Our customers are at the heart of everything we do. We prioritise their needs and focus on building relationships with them. By taking the time to get to know our customers and understand their unique challenges, we can provide them with personalised solutions that meet their specific needs. The PwC 1 report found 65% of customers feel a sense of loyalty to a company that values their time.
Step 2: Be responsive
Responsiveness is one of the key factors to providing strong customer support. In a report by Zendesk2 in 2019, 90% of customers rated an immediate response as important or very important when they have a customer service enquiry. One of the ways that TurnPoint Software achieves this is by having our Support Team available 24/7 to assist our customers with any questions or issues they may have. Clients are able to connect with the team via email, phone, and chat support.
Step 3: Communicate effectively
Effective communication is the cornerstone of good customer support. It is important to ensure communication principles of: transparency; simple; and direct. In a 2021 Forbes3 article, 96% of customers say that customer service plays a role in their choice of loyalty to a brand. By communicating effectively, we are able to build trust with our clients and create a positive customer experience.
Step 4: Empathise with customers
Empathy is an important leadership skill. The PwC 1 report notes that 63% of customers say they would share more information with a company that shows empathy. We understand that our customers may be frustrated or upset when they contact us. Understanding the demands of the community services industry and the immediacy required to ensure continuity of service delivery, this enables us to provide support that is tailored to their needs as and when they need.
Step 5: Provide solutions
Our goal at TurnPoint Software is to provide solutions to customers’ problems as quickly as possible. We make sure to understand the customers’ needs and work to find a suitable solution. The Zendesk2 report states that 62% of customers say that they would stop doing business with a company if they had to contact customer support multiple times for the same issue.
Step 6: Exercise good judgement
Our support team is trained to make decisions that benefit the customer and the company. We make sure to approach each situation with a clear understanding of our company policies and procedures while also considering the unique needs of the customer.
Step 7: Continuous improvement
We are committed to continuously improving our customer support practices. We regularly review feedback to identify areas for improvement and make changes as needed. By doing this, we are able to ensure a positive customer experience. According to a 2019 report by Salesforce4, 84% of customers say that being treated like a person and not a number, is very important to winning their business. By focusing on continuous improvement and treating our customers as individuals, we can create a positive customer experience and build long-lasting relationships.
At TurnPoint Software, we believe that providing exceptional customer support is the key to creating a positive customer experience. By following our seven-step process, we ensure our customers receive the best support.
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