• Freshworks
  • AUTOMATED CUSTOMER SATISFACTION: Turning Frowns Upside Down – How to address complaints

    960 640 Stuart O'Brien

    Automated Customer Satisfaction (ACS) systems are a boon for businesses, offering valuable insights into customer experience. But what happens when those insights reveal unhappy customers? Here are some best practices, hints, and tips for dealing with customer complaints as part of an automated customer satisfaction system…

    Prioritise Alerts: Set your ACS system to flag negative responses and complaints. This ensures prompt attention is given to dissatisfied customers before frustrations escalate.

    Multiple Channels for Follow-Up: Offer customers the option to choose their preferred method of further communication. This could be a phone call, email, live chat with a representative, or even a social media message.

    Personalise the Response: Avoid generic template replies. Acknowledge the specific complaint within the response and demonstrate empathy for the customer’s frustration.

    Empower Your Team: Equip your customer service team with the authority to offer solutions and resolve complaints within the automated system, where possible. This reduces the need for customers to repeat their concerns and streamlines complaint resolution.

    Transparency is Key: Be upfront with customers about the complaint resolution process. Outline the timeframe for a response and any next steps they can expect.

    Offer Options: Sometimes a simple apology and explanation may suffice. However, for more complex issues, offer the customer a few options for resolution. This displays a willingness to find a solution that works for them.

    Leverage Positive Reinforcement: Once a complaint is resolved, send a follow-up survey to gauge the customer’s satisfaction with the resolution process. This demonstrates a commitment to improvement and allows you to identify areas where further training for your team might be needed.

    Learning from Complaints: Compile and analyse customer complaints within your ACS system. Identify common themes and use them to address systemic issues within your business. Regularly review complaints to identify areas for improvement across different departments.

    Integration with CRM Systems: Consider integrating your ACS system with your Customer Relationship Management (CRM) system. This allows for a more holistic view of the customer’s experience and enables your team to tailor future interactions accordingly.

    Embrace the Power of Automation: Automated systems can send pre-written emails offering solutions to frequently encountered complaints. However, ensure these emails are well-crafted and personalised, highlighting the human element behind the automation.

    Remember: Customer complaints present an opportunity to learn and improve. By implementing these best practices and tips within your ACS system, you can turn frowns upside down, build stronger customer relationships, and ultimately foster brand loyalty.

    Are you searching for Automated Customer Satisfaction solutions for your organisation? The Contact Centre Summit can help!

    Photo by Ryan Franco on Unsplash


    Stuart O'Brien

    All stories by: Stuart O'Brien

    Leave a Reply

    Your email address will not be published.