Reducing customer effort is key to keeping your customers happy. If they have to put in a lot of effort to get what they want, they will be less likely to come back. In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in.
1. Use a Customer Portal
A customer portal is a great way to reduce customer effort. With a customer portal, customers can access their account information and make changes themselves, without having to contact customer service. Customer portals can include features such as:
- Account information
- Order history
- Status of orders
- Change passwords
- View invoices
This reduces the amount of time customers have to spend on the phone or online, and makes it easier for them to get the information they need. Customer portals are available for a variety of businesses, including airlines, banks, hotels, and car rental companies.
2. Offer Customer Self-Service Options
Another way to reduce customer effort is to offer self-service options. Customer self-service allows customers to perform tasks such as checking account balances, making payments, and ordering products without having to speak to a representative. This saves them time and hassle. In fact, a study by Forrester found that 43 percent of customers would rather use self-service than speak to a representative.
3. Make it Easy for Customers to Contact You
It is important to make it easy for customers to contact you. This means providing a variety of ways for them to get in touch, and making sure that all the contact information is up-to-date. Always Include a phone number, email address, and physical address on your website and in all of your marketing materials.
4. Provide Customer Support through Multiple Channels
In order to reduce customer effort, it is important to provide customer support through multiple channels. This allows customers to choose the channel that is most convenient for them. Some of the most common channels include:
- Social media
5. Offer Customer Support Online
Offering customer support online is another great way to reduce customer effort. With online customer support, customers can get help without having to pick up the phone or visit a physical location. This is a great option for customers who are struggling to find the time to speak with customer service.
6. Make it Easy to Find Information
Another way to reduce customer effort is by making it easy for customers to find information on your website. If they can’t find what they are looking for, they will be forced to contact customer service, which takes up more of their time. Make sure your website is organized and easy to navigate, and include a search bar so customers can easily find what they need.
7. Respond Quickly to Customer Requests
One of the best ways to reduce customer effort is by responding quickly to customer requests. If customers have to wait a long time for a response, they will be forced to contact customer service, which takes up more of their time. Make sure you have a system in place for responding to customer requests quickly and efficiently.
8. Use Customer Relationship Management Software
Customer relationship management (CRM) software is a great way to reduce customer effort. With CRM software, businesses can track customer interactions and preferences. This allows customer service representatives to provide better service by personalizing the experience for each individual customer.
9. Automate Processes
Automating processes is another great way to reduce customer effort. Automated processes allow customers to complete tasks without having to speak to a representative. This can include things such as ordering products, changing passwords, and updating account information.
10. Train Your Customer Service Representatives
Finally. one of the best ways to reduce customer effort is by training your customer service representatives. If they are knowledgeable about your products and services, they will be able to help customers more easily and efficiently. They will also be able to solve problems faster, which will reduce the amount of time customers have to spend on the phone.
Reducing customer effort is important for businesses of all sizes. By following these ten tips, you can make it easier for your customers to do business with you and reduce the amount of time they spend on Customer service.