Customers are the cornerstone of any successful business. When they’re satisfied and valued, they can lead your business toward success. A happy customer doesn’t just make a purchase; they become your most powerful advocate, promoting your brand through loyalty, positive feedback, and word of mouth. The real key to business success lies in building strong relationships with your customers—understanding their needs, engaging with them meaningfully, and satisfying their requirements through your business.
How disgruntled customers can impact your business
While customer satisfaction can make a business, a disgruntled customer, especially in the age of social media, can break it. Businesses should not ignore unhappy customers and instead find ways to make sure their issues or queries are addressed promptly. According to a recent survey of 530 Americans, around 60% of customers share their bad experiences directly with coworkers, friends, and family, and almost 29% take to social media. This amplifies the negative impact, as dissatisfied customers are far more likely to spread their experiences than satisfied ones. Consequently, businesses with unresolved customer issues are more likely to suffer from poor word of mouth and diminished reputation.
Managing disgruntled customers should be a top priority for businesses. For this, they can use the following approach.
Listen to understand, not to respond
When we listen to customers, the goal should be to truly understand their concerns, not just to respond. This approach helps ensure we grasp the customer's real pain points, leading to more thoughtful and accurate solutions.
An apology mends broken trust
Mistakes are inevitable in any business. When something goes wrong, a genuine apology acknowledges the issue and takes responsibility for it.
Offering solutions creates satisfied customers
While an apology is important, it must be followed by a concrete solution. Offering a timely and appropriate solution demonstrates that the company is proactive in resolving the issue.
Following-up fosters lasting relationships
After resolving an issue, following up with the customer shows ongoing care and concern for their satisfaction.
At Zoho Cliq, we understand that resolving issues quickly and effectively is essential to retaining happy customers. The Zoho Cliq phone system has been a game changer for handling customer queries, offering seamless communication and real-time solutions.
One key feature that powers this communication is the integration of Zoho Cliq with Zoho Voice—our in-house phone system—or your preferred cloud phone service via Zoho Telephony. This powerful integration transforms Cliq into a hub for managing sales and support calls, making the entire communication process more fluid and efficient.
Seamless integration with Zoho Voice
Zoho Voice integrates directly with Zoho Cliq, enabling agents to manage both inbound and outbound calls right from within their existing workflows. There’s no need to toggle between different platforms, which means less time wasted and fewer disruptions.
What’s more, Zoho Voice can be integrated with other Zoho applications—such as Zoho CRM, Zoho Desk, Zoho Bigin, Zoho Recruit and ServiceDesk Plus—ensuring that customer data and call histories are synced across all platforms for a unified experience.
Key features of Zoho Voice integration with Zoho Cliq:
Zoho Voice offers several powerful features that streamline customer support:
Call recordings and notes sync: All call recordings and notes are automatically synced with customer profiles, allowing agents to access detailed interaction histories instantly. This results in more informed, personalized support, as agents can quickly review past interactions before or during calls.
Real-time collaboration: With the ability to make voice calls directly from chats or channels within Cliq, you can collaborate with team members on complex issues while on the call.
Comprehensive reports: Agents and admins can view detailed reports on incoming, outgoing, and total calls, alongside other key stats related to Zoho Voice interactions. This offers valuable insights into support performance and call trends, helping teams identify areas for improvement.
How Zoho Telephony fits in
If you prefer using a cloud phone system other than Zoho Voice, Zoho Telephony offers a simple solution. By integrating your preferred phone system with Zoho Cliq, agents can still make and receive calls directly within Cliq.
Zoho Cliq syncs with the phone system status and reflects it as "In a Telephony session" during a Telephony call, while Zoho Voice users are shown as "In a voice call." This allows team members to know each other’s availability at a glance.
Case study:
From frustration to delight
A customer recently reached out through the Zoho Cliq phone system, extremely frustrated with an issue that was affecting their business operations.
Our support agent, leveraging the phone system, made sure to listen carefully without interrupting, taking notes to understand the root cause of the frustration fully. They apologized for the inconvenience caused and, using Zoho Cliq, they quickly looped in an tech expert during the call to provide real-time guidance. The tech expert provided a prompt solution to the issue, and the problem was resolved.
The customer, initially frustrated, expressed relief and appreciation for the hands-on approach. By offering personalized support and ensuring their issue was prioritized, we managed to turn their frustration into satisfaction.
A unified experience for enhanced support
Whether you’re using Zoho Voice or integrating with a third-party cloud phone system via Zoho Telephony, Zoho Cliq brings everything together into one seamless communication hub. By managing calls directly from your chats and channels, tracking performance in real time, and accessing comprehensive call records, your support teams are empowered to resolve customer issues faster and more efficiently.
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