How to Monitor and Enhance Customer Experience amid COVID-19

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How to Monitor and Enhance Customer Experience
amid COVID-19
Over 6 million Corona cases worldwide and still
counting! Yes, this is the harsh reality of
Corona. The economic slump has hit hardly a
number of countries and businesses across the
globe like never before. With several stores
still closed and production and supply chains
impacted, monitoring customer experience is the
silver lining that can save a business from
huge losses amidst these unprecedented times. As
keeping your customer experience intact will help
retain your customer base and mitigate impacts
on your sales. Now the question is - How can
business owners monitor and enhance customer
experience? Luckily, there are ways they can.
If you are also an online business owner and are
finding it hard to monitor your costumes
experience, below are the ways to simplify it for
you.
Customer Surveys
There is no doubt that you must have made the
best possible efforts from your end to adapt to
the current pandemic. However, unless you dont
know your customers perspectives about those
adaptations, they are pointless. As they are the
ones who can actually point out the
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• exact strong points or pain points in your
  adapted approaches. And whether those approaches
  have struck the right chord with them or not.
• Similarly, unless you dont know how your
  customers response is to a new product or
  service before launch, predicting its success
  level can be hard. Also, you wouldnt know how to
  tweak it to fit customers needs better.
• So, how can you know your customers viewpoints
  about your current product(s)/service(s) or the
  upcoming ones? Luckily, there is a way - a
  customer survey.
• It is one of the valuable ways to measure overall
  success and customer satisfaction levels. Again,
  a survey is of various types -
• Net Promoter Score (NPS) Survey - To gauge the
  loyalty of your customers by letting them rate
  your product(s)/service(s) on a scale of 1 to 10.
• Customer Satisfaction Survey - To find out if
  your business meets your customers expectations
  or not.
• Post-Purchase Survey - To collect feedback about
  a particular product or service post-purchase.
• Product/Service Development Survey - To assess
  what your customers think about your new
  upcoming product(s)/service(s) launches in
  advance.
• Web-Intercept Surveys - To collect insights into
  customers experience straight from your website
  in real-time.
• A CRM survey tool like our SugarCRM survey module
  can help you create result-oriented surveys with
  ready-to-use survey templates. Further, with
  advanced features like Skip Logic, Data Piping,
  Advanced Statistical Reports, and more, your
  surveys can become more engaging and
  sales-driven.
• This way, your survey creation wont only become
  easier but also more efficient and helps enhance
  your customer experience.

Online Reputation Management
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Showing your brand in a good light in the midst
of these tough times is crucial. And upkeeping
your online reputation is the key to it. There
are several ways you can maintain and manage your
online reputation. Keep Customers Informed There
is a feeling of uncertainty everywhere around. In
these times, you must ensure to keep your
customers well-informed about your business
updates via your site, social media, emails,
etc. Be it a change in operational hours,
exchange or return policies, contact info,
temporary suspension of service in an area, or
anything else it is a must to convey everything
to your customers. Track Reviews - Good and
Bad Reviews are your eyes. Confused!?
Metaphorically. Reviews show you the real image
of your brand among your customers. Therefore,
you simply cant do without keeping a track of
them. Monitor reviews on your site, social media
pages, business app (if you have one), and
literally everywhere. Dont leave out any review
across any platform unanswered - especially the
negative ones. As negative reviews can be
detrimental to your brand rapport. Whenever a
customer gives a negative review, read it and
analyze the pain point(s) thoroughly. Come up
with an effective solution to post in response to
that review. If you find the review to be too
long with a number of pain points and impossible
to resolve instantly, empathize with them in the
first place. And post your customer support email
address reassuring them that they can send their
issue in full detail on that and you will resolve
it. Even if a review is positive, thank the
reviewer first and make them realize that their
positive reviews give you the inspiration to
always serve them well. Share Reviews and
Content Showing off may not be good in daily
life but when it comes to online reputation, it
is not so. Sharing your clients positive
reviews, testimonials, and case studies across
your site and social media is important. Because
through this only, people develop confidence and
trust in your brand. And encourages them to
consider your brand.
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• Website Inquiries and Direct Calls
• In crisis times, real-time customer support is
  highly indispensable to enhance the customer
  experience. Hence, ensure that your online
  support is all set to improve your customers
  journey
• and not hinder it at any step.
• Check for
• Site Navigability - To make sure that site is
  easily navigable and loading fast.
• Technical operations - To remove any broken
  links, non-loading forms, or other technical
  glitches.
• Employee-Customer Relations - To ensure that your
  support team follows up all online inquiries in
  a courteous manner in a given time frame.
• Besides resolving online issues, monitoring
  inquiries via calls on your customer support
  number also matters. Pen down the most common
  pain points or issues your customers have. Try to
  segregate them into general inquiries and
  product-specific issues.
• While general inquiries dont need much analysis
  and can be handled instantly most of the time,
  product-specific issues and complaints require
  analysis. Sit with your developers and sales
  team to find out what you can do to solve
  product-specific issues.
• From your sales team, find out what your
  competitors are offering that you arent. And
  with your developer team, you can discuss the
  feasibility of those features cost-wise and
  development-wise.
• Accordingly, you can reach a final solution to
  eradicate that pain point and boost customers
  experience.

In a Nutshell
Nobody knows how long it would take for this
pandemic to subside, but you can still take steps
to minimize its impact on your business. By
following the above-mentioned ways, you can
monitor your customer experience and take steps
to enhance it. With our SugarCRM survey module
Survey Rocket, you can create sales-driven CRM
surveys and assess your customer experience.
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Check out our survey module Source
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omer-experience-amid-covid19