Your Guide to Managing the Customer Complaint

Are consumers saying bad things about your customer support? If so, we’ve got some bad news: you may as well halt production on whatever it is you produce. 

In this exclusive report, we break down: 

• The 5 essentials for handling customer complaints
• The 7 steps to successful customer complaint management
• The top 9 customer support platforms
• The top 9 ways to ensure your customer reviews count

Did You Know?

Ninety-six percent of consumers will switch brands due to bad customer service, and 92% will also call you out for it on social media! That’s a problem in a post-Millennial society dictated by online reviews and social media influencers. So while you could focus 100% of your energy and investments into perfecting your product or service, you’d be better off working toward a tried and true solution for bringing customers back. 

This is where your customer complaint process and customer review strategy come in — and in this report you’ll learn how to customize them for your organization.

Why Customer Reviews Matter

The key to business success is satisfying your customers — and recruiting new customers based on their social sharing of that satisfaction. But do you know how important customer experience and customer reviews are? 

• 68% of consumers are willing to pay more for products and services from a brand known to offer good customer service
• 93% of customers are likely to make repeat purchases with companies that offer excellent customer service
• 78% of consumers will do business with a company again after a mistake if the company’s customer service is excellent
• 83% of consumers feel more loyal to brands that respond and resolve complaints

Why Customer Experience Matters

Companies that do CX correctly don’t focus exclusively on call centers and website chat bots; they strategize cross-functionally for customer success, incorporating UX and customer support into 360-degree digital marketing and demonstrating transparency and empathy at every touchpoint.

The number-one way to maintain your customer relationships is to focus on the end user, and not the sale. To provide value on an ongoing basis:

• Ask questions and listen
• Conduct customer service surveys
• Measure your customer satisfaction score
• Develop and utilize a voice-of-the-customer program
• Provide easy access to self-service portals
• Use the information you obtain to improve your products and services, as well as your marketing and sales messaging and the UX and CX you provide
• Use the information you obtain to improve your cross-departmental coordination

Your Customer Complaint Process and Customer Review Strategy

The customer complaint process consists of the customer complaint management procedures taken to investigate, respond to and provide solutions for customer complaints. A customer review strategy is an approach to not only managing customer reviews but leveraging them to enhance brand awareness and loyalty. Learn how to optimize both in this exclusive report.