Minimize Paperwork And Maximize Customer Interaction
Let us admit that nobody loves paperwork when it comes to doing it themselves. Especially asking for every bit of information like the maiden name of their mother – is beyond a doubt something that would annoy the heck out of you. You do not want to lose customers by indulging them into activities like extensive form filling and other documentation.
Design easier-to-use experiences for your customers and build better relationships with them by directly interacting with them. This is mostly in the hands of your customer services team. Given underneath are some of the ways through that you can optimize the quality of the information you gather, permanently making it a hassle-free experience for your customers.
Test a button copy of your form
Call to action such as ‘click here’ and ‘go’ are some of the favorites that actually have a huge psychological impact on the customers. This means that they are just about to finish the hectic process of lengthy form filling. Give a more descriptive element, such as a possible scenario, that the customer can read and click on a smaller option as yes or no instead of asking them to provide entire stories on their own.
Reduce form length
You want to set your business up right, from getting a tax ID for your LLC to your one-millionth customer. And with those customers, form length does matter in causing an impression. Try to eliminate the things that are not that significant. This will hugely impact the image your customers hold about your organization. They know that you already know a lot of information that is quite evident already or maybe you do not deem it necessary to bother your customers with it. Either way, you win!
Don’t call your customers
Not many people like to receive a call unless it accounts for their personal benefit in some way. Make sure to not bother your customers with calls for pieces of information that are unnecessary.
Ask less, observe more
A customer journey mapping exercise is highly necessary in order to track how your customers do business with you and what are their basic expectations. This will help you understand segments that directly have an effect on customers. Asking more questions bother people and sometimes they are reluctant to talk on a particular topic therefore take every action of theirs into account and then conduct a subtle verification exercise for confirmation.
Extract verbal answers instead of written
If observation alone does not suffice, make sure that your customers are interacting with you verbally. Take a step forward and be a little proactive by asking for feedback. Become more personal with them.
If feedback is what you are looking for, make sure you are also keeping a constant check on support requests and customer satisfaction surveys in which people have already answered major queries.
This can give you direction for further form development and reduce the need for a comprehensive Q and A session online. Remember, a mistake repeated is a decision, so take in to consideration the information already provided to you from your previous customers and use it to design better strategies to help retain the new ones.