My Challenge Is: Customer Retention
My company is looking for a way to deliver legendary customer service and engagement to increase customer retention. We need an effective way to reach out to our current customers and ensure they are happy with our products, services and customer care. If they have questions or concerns, we want to be able to make sure they’re addressed and taken care of as quickly as possible. We need an intuitive system that allows us to see our customer’s information and customer service history at a glance.
Parature Solution: Parature
Customer Service Survey Tools
Repeat customers spend 33% more than new customers. Referrals among repeat customers are 107% greater than non-customers. It costs six times more to sell something to a prospect than to sell that same thing to a current customer. For these reasons and more, you’re very smart in making customer retention a top focus.
Providing legendary service and support is all important to customer loyalty and retention, and Parature’s cloud-based solutions give businesses and organizations that competitive edge. Using Parature, you will know your customers better, be able to proactively answer their frequently-asked questions, and know which customer service channels they prefer. CSRs will have at-a-glance access to each customer’s complete service history and be able to gauge their customer service satisfaction on the spot using real-time feedback tools including the following:
- Parature Feedback collects feedback via a short satisfaction questionnaire at the moment support is received. Whether it’s upon help ticket close or at the end of a chat session, you choose the time, the place, and you create the feedback questions. Parature Feedback gives immediate visibility into customer satisfaction with each transaction, enabling you to respond and improve on the spot.
- Parature Survey gives your organization the ability to create multi-question surveys and distribute them on your website, via email, a pop-up survey or another method of your choice. End-of-year customer satisfaction surveys have never been easier and robust reporting tools give you the instant data you need to set goals and improve business processes.
- Empower CSRs with each customer’s service history and feedback to enhance customer care and increase customer loyalty and retention
- Resolve issues as they’re brought to your organization’s attention and take action to improve customer satisfaction on the spot
- Get insightful data through custom surveys to set goals and improve customer service and customer retention efforts
“Customers today want to know they are being heard, that their inquiries are being read and automatically routed to the right person, and they expect that to be handled by an organized system. Parature has taken care of all of that for us, helping us to deliver better service to our customers while simultaneously saving our organization real money. That to me is the perfect combination when it comes to a customer support solution.” – Mary Beth Huneke, Director of Support Services, SoftChalk
Customer retention matters to you, and it matters to us, too. Parature provides customer service software that revolves around you. Find out more about the best multi-channel customer service solutions available. Click here for a free demo, email us at firstname.lastname@example.org or call 1-877-GO-PARATURE.