In the ocean of vending and coffee brands providing similar products and offerings at the same price, it all comes down to one piece of the puzzle – a good customer experience. The Harvard Business Review study shows that satisfied customers are 74% more likely to remain customers a year later, while the Customer Experience Impact Report (CEI) says that 86% of consumers will pay more for a better experience.
Customer experience is a vast area that includes various touchpoints with your brand, like customer support, sales personnel, social media, web, and other customer-facing channels. In this post, we will focus on a couple of them and propose steps to make it as smooth as possible.
1. Resolve any issues like a pro
No business is error-free, but what counts is how you respond to your mistakes. Investing in good customer service can positively impact your brand value and even create brand ambassadors. On the contrary, bad reviews can reach thousands in a matter of minutes on Facebook or Twitter. Here is a three-step process of how you can resolve the issues and win back your customers.
Acknowledge the issue
The first step to fixing the situation is acknowledging a complaint and taking responsibility for the problem. This will calm and even win back frustrated customers. In fact, the CEI report supports this claim – 46% of consumers reacted positively after the organization responded to their complaints.
Automate and prioritize the tickets
Televend Call Center is a tool that can help you collect and prioritize tickets in real time. The system collects all tickets in one place – customer calls and messages, issues that technicians report in the field service app, and events from the machine. Moreover, it ensures that your company guidelines, client SLAs, and industry standards are met by setting up triggers and priority rules. When tasks are prioritized, the system automatically assigns them to technicians, making sure no issue is left unnoticed.
Send the best people for the job
After the Call Center does its job, Technical Center takes over. It helps you dispatch technicians and plan their routes based on parameters like urgency and distance so that they can arrive at the site as soon as possible. It also connects the specific tasks with specific technicians based on their skill sets. This way, you can be sure you have the best people for the job.
2. Keep the golden standard of quality
Better than quickly resolved issues are no issues at all. You can take this proactive approach by scheduling regular machine maintenance visits in the Technical Center. Frequent visits can minimize technical issues like having broken machine parts, payments and return button issues, overheating, jammed bills, or not having enough components like cups and stirrers. Also, you can keep high standards of your coffee taste by scheduling regular machine cleaning.
3. Reward loyal customers
Quality products and reliable customer service are the first steps toward creating loyal customers. But, if you want to really impress your customers, you need to give them something extra – a reward for being loyal to your brand.
Televend Wallet is a loyalty and payment app that lets consumers use various promotional deals and happy hours. They can also earn points whenever they buy products or top up their accounts and redeem them for discounts.
4. Listen to what they say
Televend Wallet is not only a loyalty app but can also help you collect user feedback after every app usage. The feedback is sent to the back-office loyalty management system and stored for future reference. Consumers can also report issues via the app, which are then sent to the back office and further processed. To make their experience as smooth as possible, consumers can even receive a refund for their inconvenience and an in-app message that notifies them about it.
Learning about customers’ worries and hurdles is a valuable insight into what they expect of the experience with your brand. So it can help both your customers and you by turning that feedback into new features and better user experience design.
We hope you will find this advice helpful. If you want to see Televend customer excellence modules in action, don’t hesitate to schedule a demo.
In the ocean of vending and coffee brands providing similar products and offerings at the same price, it all comes down to one piece of the puzzle – a good customer experience. The Harvard Business Review study shows that satisfied customers are 74% more likely to remain customers a year later, while the Customer Experience Impact Report (CEI) says that 86% of consumers will pay more for a better experience.
Customer experience is a vast area that includes various touchpoints with your brand, like customer support, sales personnel, social media, web, and other customer-facing channels. In this post, we will focus on a couple of them and propose steps to make it as smooth as possible.
1. Resolve any issues like a pro
No business is error-free, but what counts is how you respond to your mistakes. Investing in good customer service can positively impact your brand value and even create brand ambassadors. On the contrary, bad reviews can reach thousands in a matter of minutes on Facebook or Twitter. Here is a three-step process of how you can resolve the issues and win back your customers.
Acknowledge the issue
The first step to fixing the situation is acknowledging a complaint and taking responsibility for the problem. This will calm and even win back frustrated customers. In fact, the CEI report supports this claim – 46% of consumers reacted positively after the organization responded to their complaints.
Automate and prioritize the tickets
Televend Call Center is a tool that can help you collect and prioritize tickets in real time. The system collects all tickets in one place – customer calls and messages, issues that technicians report in the field service app, and events from the machine. Moreover, it ensures that your company guidelines, client SLAs, and industry standards are met by setting up triggers and priority rules. When tasks are prioritized, the system automatically assigns them to technicians, making sure no issue is left unnoticed.
Send the best people for the job
After the Call Center does its job, Technical Center takes over. It helps you dispatch technicians and plan their routes based on parameters like urgency and distance so that they can arrive at the site as soon as possible. It also connects the specific tasks with specific technicians based on their skill sets. This way, you can be sure you have the best people for the job.
2. Keep the golden standard of quality
Better than quickly resolved issues are no issues at all. You can take this proactive approach by scheduling regular machine maintenance visits in the Technical Center. Frequent visits can minimize technical issues like having broken machine parts, payments and return button issues, overheating, jammed bills, or not having enough components like cups and stirrers. Also, you can keep high standards of your coffee taste by scheduling regular machine cleaning.
3. Reward loyal customers
Quality products and reliable customer service are the first steps toward creating loyal customers. But, if you want to really impress your customers, you need to give them something extra – a reward for being loyal to your brand.
Televend Wallet is a loyalty and payment app that lets consumers use various promotional deals and happy hours. They can also earn points whenever they buy products or top up their accounts and redeem them for discounts.
4. Listen to what they say
Televend Wallet is not only a loyalty app but can also help you collect user feedback after every app usage. The feedback is sent to the back-office loyalty management system and stored for future reference. Consumers can also report issues via the app, which are then sent to the back office and further processed. To make their experience as smooth as possible, consumers can even receive a refund for their inconvenience and an in-app message that notifies them about it.
Learning about customers’ worries and hurdles is a valuable insight into what they expect of the experience with your brand. So it can help both your customers and you by turning that feedback into new features and better user experience design.
We hope you will find this advice helpful. If you want to see Televend customer excellence modules in action, don’t hesitate to schedule a demo.
Table of Contents
Related Posts
Subscribe To Our Newsletter
Sign up to our monthly business newsletter for useful articles, tips, and tricks for boosting your business success.
By subscribing, you consent to receive email marketing communications from Televend. For more
information please read our Privacy Policy.
