It can help businesses reduce brand-consumer friction and give customers a sense of accomplishment.
Brands should develop strategies that empower their customers, like offering resources that can help resolve their issues on their own instead of waiting for a customer support person. Creating an easily accessible elaborate knowledge base that includes solutions to all potential customer-facing problems can help inform the customer.
While interacting with customers, businesses should use the right words and the right tone to build trust and loyalty. CX teams should think from customers’ points of view while dealing with their queries or feedback.
Brands should also think of ways to delight their customers, even for out of the box requests or complaints, to increase positive word-of-mouth. Businesses can also create branded websites or product reels for their clients to showcase their work or products and increase engagement.
[12 minute read]