20 Proven Tips to Improve Customer Satisfaction in 2022 | Blog

20 Proven Tips to Improve Customer Satisfaction in 2022

August 31, 2022

To improve customer satisfaction, you need to go beyond making customers happy – We all know that. The question is how much further.

What makes a customer satisfied with the business? Are there points of delight you can target at every step, or is it limited to a few critical moments?

Let’s find out.

As rightly put by Jeannie Walters – “There are no small moments, in some ways, because every single one of these moments is amplified right now. It’s all about setting expectations and then delivering on those smaller promises throughout the journey.”

Every interaction with your business presents an opportunity to create a happy customer. It’s a game of generating intrigue and imparting an effortless experience simultaneously.

The challenge is to locate such instances and implement systems to measure customer satisfaction and improve it.

That’s why we have this guide for you. Here you’ll find our top tips to improve customer satisfaction along the customer journey.

But we won’t leave you with just some tips. You’ll also get detailed takeaways on how and where to implement each customer satisfaction strategy into your business.

There’s no fluff here.

If you’re intrigued, read on and gauge your satisfaction after the experience with this article.

What Leads to Customer Satisfaction?

Before we hand out the tips on how to achieve customer satisfaction, let’s understand what aspects can help in creating a legion of satisfied customers. 

1. Engagement

Engagement means targeting customers or connecting with them. It’s the primary driver to keep the visitors on your website, app, or product and move them along the conversion funnel.

Aesthetic design, easy-to-use interface, beautiful popups, personalized notifications, and other means provide a meaningful and positive experience, which helps improve customer satisfaction.

Another example of promoting satisfaction through engagement is the onboarding process or in-product tips. These prevent frustration and make it easier for users to use the product. It means fewer support calls and improved product adoption.

2. Expectations

Exceeding simple expectations can create wonders for your customers. Suppose you order a product from a website as a gift for your friend. The parcel is set to be delivered to their doorstep. But when it arrives, your friend tells you the item is damaged. You contact customer service and ask for a replacement.

The replacement arrives a little late, and the birthday has passed.

As you open the package, there is a handwritten apology note with a birthday card and a box of muffins along with the product replacement.

How would you feel?

Valued, right! Maybe a little less frustrated and delighted also.

These small steps to improve customers’ brand experience can turn a lot of frowns upside down to build relationships, improve customer satisfaction, and even earn you loyal customers.

3. Experience

Experience includes all the interactions between the customers and the brand. Customer experience comprises small interactions across the customer journey like browsing the website, placing the order, going through the checkout process, making a service request, and more.

If you can fine-tune these transactional experiences, you can impart an overall satisfying journey to the customers.

Here is a real-life example of a brand streamlining the offline and online experiences to achieve customer satisfaction and loyalty:

Belron, one of the leading windshield manufacturers, aims to deliver the easiest and most satisfying experience to every customer.


The only way to provide such an interaction is by understanding the pain points and issues of previous customers.

So the company uses surveys with open-ended questions to spot red flags at the beginning and middle of the delivery process.

They also target leaving customers on their website with exit-intent surveys to understand what’s missing on the page.

It helps optimize offline and online processes to improve customer satisfaction and experience.

The Results?

Belron maintains an NPS score above 80 by streamlining the experience across the sales funnel.

How to Measure Customer Satisfaction Using Simple Metrics

Let’s talk about some metrics to measure and improve customer satisfaction because working without direction is like climbing a hill blindfolded. 

These metrics can help you gauge customer satisfaction at various customer journey stages. Each metric measures a specific interaction or experience type to show how satisfied customers are with your products or services.

1. Net Promoter Score (NPS)

NPS is probably the most common metric used in the industry to measure customer satisfaction and loyalty. This metric considers the overall experience to measure the long-term perception of your brand in the customer’s mind.

You can use it at different interaction points, like when a customer completes a purchase or contacts customer service.

The metric asks a standard question – “On a scale of 0-10, what is the likelihood that you’d recommend [company or product] to a friend or colleague?”

Qualaroo NPS

The customers are segregated into promoters (9-10), passives(7-8), and detractors (0-6). The NPS score is the percentage of promoters minus the percentage of detractors.

detractors , passives , promoters

2. Customer Satisfaction Score (CSAT)

CSAT points toward a particular interaction rather than the overall experience. Suppose a visitor lands on your website, navigates the product page, adds the product to the cart, and completes the checkout process to place the order.

Now you send a CSAT survey to the customer to ask about the purchase experience. Then, the survey would refer to the latest interaction, i.e., the checkout process.

Though not necessary, this CSAT would consider the checkout process and not the product discovery or the content on the product page.

Here is a simple question for collecting the CSAT score:

“How satisfied are you with the purchase experience?”

  • Very unsatisfied
  • Unsatisfied
  • Neutral
  • Satisfied
  • Very unsatisfied
overall how satisfied are you with [website or product]

The score helps to divide the respondents into satisfied and unsatisfied customers.

You can calculate the CSAT score using the following formula:

Divide the number of respondents who score between 4-5 by the total number of responses and multiply the number by 100.

3. Customer Effort Score (CES)

CES takes into account the service-based experience like satisfaction with the support services. This metric asks the following question:

“How easy/difficult was it for you to get your query resolved?”

  • Very difficult
  • Difficult
  • Neutral
  • Easy
  • Very easy

It helps to see if the customer has an effortless experience when contacting the support services or not.

Like CSAT, you can calculate the CES score by dividing the number of respondents who score between (4-5) by the total number of responses and multiplying the number by 100.

4. Retention Rate

If customers are satisfied, they are more likely to stick with you. That’s what the retention rate measures.

The retention rate summarizes how many customers decided to stay with you during any given interval.

Here’s the formula to calculate the retention rate:

Customers at the end of the given period – number of customers acquired during the period divided by the number of customers at the start of the period x 100


Retention rate indirectly helps forecast loyalty and customer satisfaction and educates you about the effectiveness of your products and services.

Related Read: Top Customer Satisfaction Metrics to Monitor in 2022

20 Best Customer Satisfaction Tips for 2022

We have categorized the tips based on different customer journey stages. Here is the complete list:

  1. Benchmark satisfaction metrics
  2. Collect customer feedback data
  3. Map customer journeys for different segments
  4. Act on the feedback data
  5. Build an effortless Experience
  6. Introduce customer loyalty programs
  7. Promote Personalized experiences
  8. Collate customer information in one place to avoid mismanagement
  9. Make it easy for customers to contact you
  10. Set up a backend team to follow up on customers’ calls and emails
  11. Train your staff and support team
  12. Provide omnichannel service and communication points
  13. Monitor the team’s performance and efficiency to improve on it
  14. Release regular product updates
  15. Design a fantastic onboarding process
  16. Add in-product guides and tooltips
  17. Use live chat
  18. Implement a help desk system
  19. Build an extensive knowledge base & other self-service points
  20. Make refund and exchange easy

3 Tips to Improve Customer Satisfaction by Understanding Customers

1. Benchmark Satisfaction Metrics

It’s important to establish the current state of customers’ perception of your brand before beginning to explore ways to improve customer satisfaction.

Benchmarking helps to set a solid baseline to give you a clearer picture of what and where needs to be done to improve the CSAT numbers.


Start by collecting the CSAT, NPS, and other customer experience scores at different interaction points to visualize which touchpoints are lacking.


Let’s take a simple example.

Suppose you start by collecting the CSAT scores at three customer touchpoints, i.e., in-store, website checkout, and support tickets. 


You observe that in-store customers score their experience above 80. On the other hand, website and ticket CSAT scores stand at 77 and 58, respectively.

Something odd here, isn’t it?

The difference between the highest and lowest score is 22.

Once you have established this fact, You can explore strategies to increase customer satisfaction on that front, such as by using follow-up surveys to explore the reasons behind the poor experience ratings.

In the same way, collect other experience metrics like NPS and CES for benchmarking. You can also compare your scores with the standard industry standards to define achievable targets for the next quarter or year.


2. Collect Customer Feedback Data

The journey to improving customer satisfaction starts with understanding them and the best way to do it is by gathering data.

But what kind of data are we talking about?

  • Issues with your website and product.
  • Problems customers face while contacting the support services.
  • Critical bugs within the product
  • Customer preferences, favorite features, and favorite products
  • Purchase history
  • Demographic and psychographic data
  • Website and product behavior data

Each data set will provide unique insights on ways to increase customer satisfaction.

As to how you can collect relevant data, you can leverage different tools and techniques:

a). Surveys

Collect feedback by designing targeted surveys and placing them at strategic interaction points like checkout, product page, homepage, high traffic landing pages, blogs, etc.


Use advanced survey tools like Qualaroo to target website visitors based on their actions and behavior, like exit intent and position on the page to show the surveys at the right time.


b). Feedback Forms & Sidebar

Unlike surveys that spring into action based on the set triggers, feedback forms are a part of your website UI. They are usually embedded as a button or tab on the page.


This makes it easier to collect unsolicited feedback and may give insights into problems you may not have thought about.

The customers can click on the feedback sidebar and submit their feedback anytime.

c). Behavioral Tools

Heatmaps, session replays, and click stream data let you visualize the customer experience as they navigate your website, mobile app, and product. These tools capture customers’ actions like clicks, content scanning patterns, most interacted page sections, etc.

So, you can use the data as the secondary source to pinpoint which elements need to be optimized to improve customer satisfaction and experience.

d). Support Tickets

If someone is going through the pain of writing out their issues, the ticket needs to be the highest priority for your success teams.

There can be no clearer indication that the customer is frustrated or unsatisfied with something in your product offering.

And once you help this poor soul, you can cross-check to see if the same problems are affecting others as well to get a handle on the things.


For example, a customer may have raised a ticket about a product bug, and you can run a quality test to see if it’s an isolated incident or a common issue. Once you know that, you can fix it and send a proactive update to customers that you have spotted and fixed the issues. 

Imagine how they would feel knowing that you’re continuously working on their issues without having them reach out to you.

An effective tip on customer satisfaction!

e). Phone calls

With a phone support channel, you can ask follow-up questions to understand customers’ problems and provide resolution in real-time. It’s one of the most used channels by customers to resolve their queries, provide feedback, and raise product complaints.

Collecting customer feedback data is crucial to understanding their pain points and weeding them out to enhance customer satisfaction.

Now you have data, what to do with it?

Pool it together under one screen and act on it (More on that in the next section)

3. Map Customer Journeys for Different Segments

Before we move to the customer journey, let’s take a moment to talk about buyer persona.

A buyer persona is a detailed description of someone who represents your target audience.

Why do you need it?

You have different types of customers among your audience base. And every customer persona represents a specific customer segment with their preferences, problems, needs, and challenges.

Now, let’s take a customer persona (hypothetical customer) and plot their actions and interactions with your business over time, i.e., from brand discovery to product purchase and beyond. We get a customer journey map.

Customer journey mapping

It helps you visualize the touchpoints and channels customers use to interact with you, the difficulties they face during their journey, and their expectations and motivations from one stage to another.

But you already know mapping preferences and needs can help you improve customer satisfaction. Then, why are we saying all this?

Building customer journey maps for each segment can help you compare what does and doesn’t work for them.

Instead of focusing on one customer type, you can develop cumulative strategies for ensuring customer satisfaction for all the customers.

It also lets you understand what makes one customer segment tick, and then you can test the same measures on different segments.

For example, you can isolate high-value customers from low-spending ones to focus on them separately. High-spending customers bring more revenue, so you can prioritize these experiences to deliver customer satisfaction.

Related Read: Build Your Customer Journey Map From Scratch

4 Tips to Improve Customer Satisfaction by Reducing Friction

4. Act on the Feedback Data

Remember the feedback you collected; it’s sitting there collecting dust. There is no time to sit on the mountain of the data.

Start working on it to improve customer satisfaction.

You can begin by consolidating the data sets into one place like a worksheet:

  • Open up the spreadsheet and start adding the customer feedback into the rows.
  • Make a separate column to add categories to each feedback like issue, bug, general, etc.
  • Make another column and mark the sub-category for each row like payment bug, page load issue, positive review, etc. Here’s how:
  • You can also color-code each row to highlight the type of feedback or priority.
CategorySub-category
Bug reportCritical

Non-critical
General positive
General negative
Feature updateAdd feature

Remove feature
Usability IssueNavigation issue

Loading issue

Responsiveness

UI Issues
Support
Others
Unclear

Once you have separated the feedback types, it’s time to deliver.

The priority is to deal with clients who have left negative feedback. These are the most dissatisfied ones with your business.

Turn that around and you can improve client satisfaction and overall experience scores.

You will also be able to mitigate the possibility of churn and improve customer loyalty.

Relate Read: 12 strategies to reduce customer churn

The next step is to exceed the expectations of happy customers. Thank them for their score and offer them something in return as a token of appreciation for sticking with your brand.

For example, you can retarget people who gave high NPS, CSAT, or CES scores with personalized discounts, limited membership opportunities, and other loyalty programs.

Now reconduct the surveys after 30-60 days and track the changes in CSAT scores to see if your customer satisfaction tips worked or not.

Here’s how MonetizeCX did it:

CX Analysis

The team built a CX (NPS score) vs. spend matrix to segment the customers and explore different opportunities:

  • Send upselling and cross-selling offers to customers with below-average spending and high CX score to improve AOV (average order value).
  • Contact customers with above-average spending and high CX score to turn them into brand promoters to earn more customers.
  • Reach out to detractors with above-average lifetime value and resolve their issues to reduce churn.

The overall results of the efforts:

  • 11% reduction in the customer acquisition cost 
  • 4% increase in customers’ lifetime value, which translated to increased loyalty.

5. Build an effortless Experience

Here’s a scenario. You want to buy a product, so you search for the product’s name online. You click on a website and are immediately bombarded by ads and popups.

You close these and navigate to the product page, only to find that the description contains only a few lines with no detailed specifications.

Plus, the page load is quite slow.

You still don’t lose hope and scan the page, but there is no refund or exchange policy.

But because the price is right, you add the product to the cart and try to check out. As you try to pay for the order, the payment fails. You find out that the money has been deducted from your account.

Quite a frustrating experience, isn’t it?

Break it down into individual interactions and clicks.

Every interaction or click stopping the visitor from moving forward creates frustration and ultimately leads to cart abandonment or churn.

That’s why an effortless experience is crucial to ensure and provide customer satisfaction.

Here’s how to do it:

  • Read the pulse of users about your website, app, or product at the earliest development stage.
  • Run usability tests to test the UI, design, and functionality.
  • Use surveys on different website pages and touchpoints to run post-release optimization.
  • Remove extra steps, resolve issues, and make page transitions smoother to deliver a streamlined experience.
  • Improve technical aspects of your website and mobile app like page load speed, refine checkout process, add new payment options, etc.

Related Read: Run Successful Usability Tests to Build Better

6. Introduce Customer Loyalty Programs

Effortless customer experience takes care of prospects trying to move towards conversion. But what about your existing loyal customers.

How can you improve the customer satisfaction and experience of people who have already invested in your brand?

By rewarding them for their continued association with your brand.

That’s where loyalty programs come into play.

They make customers feel valued and encourage them to return for another purchase.

Here’s how Starbucks does it:


Loyalty programs don’t always need to be associated with redemption points. You can use small giveaways or complimentary products as a reward to build satisfaction, loyalty, and revenue.

How to ensure customer satisfaction using regards and loyalty programs:

  • Reward them with cashback or loyalty points to be redeemed on the subsequent purchases.
  • Offer free delivery on orders above a certain amount.
  • Give away free products or services for high-value customers, such as those whose lifetime value exceeds $300.
  • Introduce referral programs to turn satisfied customers into promoters. These customers can help improve brand awareness and bring in more customers. It means rewards for them and revenue for you.

Create membership programs to offer unique and exclusive services to customers, such as additional benefits of Amazon Prime membership.

More prime benefits

7. Promote Personalized Experiences

As digital transformation soars, personalization is the new norm for any business trying to remain competitive. It’s the key to ensuring customer satisfaction, engagement, and loyalty in the long run.

Don’t believe us?
Here’s what a 2021 report from Segment has to say about the customers’ expectations from brands on personalization.


Another study by Mckinsey corroborates the same. Around 71% of people expect businesses to deliver personalized interactions, and 76% get frustrated if brands fail to do so.

As we said, it also directly impacts brand awareness, customer stickiness, and brand loyalty.


Personalization occurs at different stages of the customer journey.

From addressing the customers with their names in the marketing email to engaging them based on their interests or lifestyle, customers expect brands to know them personally.

Here’s how to increase customer satisfaction with personalization strategies:

  • Collect first-hand data on your customers using on-site, in-app, and email surveys.
on site survey

  • Used advanced AI-based tools to offfer personalized product recommendations based on their purchase history.
  • Tailor your messaging, emails, and notifications to customers’ needs and preferences.
  • Create personalized USPs, landing pages, and other product messaging to suit different customer types.
  • Follow-up with customers post-purchase or when they interact with your support services.

Always aim for 1:1 personalization to improve client satisfaction and build a happy customer base.

happy customer base

Pro Tip: You can also create engaging product recommendation quizzes to offer personalized offerings which help convert better than simply showing everything you offer to every customer.

6 Tips to Improve Customer Satisfaction by Managing Communication

8. Collate Customer Information in One Place to Avoid Mismanagement

Having to repeat the issue or provide information multiple times sit among the top three factors that define an unsatisfactory service experience.


Poor data management is the most probable cause of the disconnect between different agents. In that case, the following agent is unaware of the conversation between the customer and the previous agent.

But why does the customer have to suffer?

They expect you to know about their previous interactions and have sufficient information on your dashboard. The absence of either means frustrating a customer already in a fix.

How can you achieve both?

By using a scalable and robust CRM system like BIGContacts.

A CRM can centralize the data management so every team member can readily access the prospects’ and customers’ information in real-time. You will save a lot of time and effort for your customers and agents, delivering a satisfying experience.

Here’s how a CRM can promote customer satisfaction:

  • Ask your teammates to log the transcript of every interaction into the customer profile.
  • Keep the customers’ data updated in the CRM. You can take a moment to confirm the contact details when a customer contacts you.
  • Segment clients based on lifetime value and design personalized marketing campaigns to target them.
  • If you use survey tools like Qualaroo, you can use the integration APIs to automatically parse the feedback data directly into the CRM as soon as the respondent fills it.
  • Set up alerts for changes in customer data or new entries in the dashboard.
  • Configure automatic notifications for upcoming or scheduled meetings to avoid miscommunication

Having customers’ brand history at your fingertips is probably one of the best tips on customer satisfaction. It can even calm an angry customer because you can show them that you value their time.

9. Make It Easy for Customers to Contact You

Let’s go back to the previous chart, where difficulty in reaching a live agent ranks third among the customers’ frustration points with a business.

So it’s your job to make it easier for customers to reach you.

Here’s how:

  • Add contact info on the homepage and website footer.
  • Add a dedicated contact us page with the contact info like the email address and phone number of different departments.
  • You can also use an inquiry form or contact form on the website or app.
  • Install a live chat widget to allow real-time interaction.

These simple steps promote a seamless/effortless experience which, as discussed above, helps improve customer satisfaction.

One of the best “Contact Us” pages we have come across is from MeUndies.


This single page gives multiple means for customers and visitors to reach the support team and get their queries answered.

Just click the desired option and fill out the form.

Simple, Sleek & Effective!

10. Set up a Backend Team to Follow up on Customers’ Calls and Emails

Irrespective of the strategies you put in place, there will always be people who feel dissatisfied with the experience, and some of them may churn before you get a chance to make things right.

But this doesn’t mean they are lost. You can still leverage some customer satisfaction tips to win them back.

One way to target these customers who cut cords with you, resolve their issues, and improve CSAT scores is by creating a backend team to contact customers proactively.

Here’s a real-life scenario. Suppose a customer stops using your products/services without informing or writing to you.

Fortunately, you have set up alerts on your CRM to stay updated on any account inactivity for more than 30 days.

Your team gets a notification about this customer. What would be the next step?

Pass the information to the backend retention team and proactively contact the customer.

At this point, they would go through the customer’s log activity and interaction history to find out the possible reason for churn and contact the customer before it’s too late.

This is just one use case and quite important at that.

What more can your backend team do to improve customer satisfaction and experience:

  • Get in touch with churned customers to solve their issues and convince them to return to reduce the overall churn rate.
  • Proactively contact customers with issues pending for a long time and update them about the progress.
  • Communicate with irate customers and calm them down. Emails are good, but nothing beats a personal touch.
  • Keep an eye on suspended accounts to reactivate customers with offers, discounts, special pricing, etc.

11. Train Your Staff and Support Team

People expect a knowledgeable agent who is well-versed with the products and can provide a one-stop resolution to their queries.


Both of these factors culminate into one thing – a trained and efficient support team

Though quick resolution may not be possible in every case, training your staff can be a make-or-break move for improving customer satisfaction.

It can help the agent understand the issue on the first try, eliminate the need to ask the customer to repeat themselves and help them troubleshoot the problem.

You can also conduct training exercises to explore new creative ways to handle different customers.

Here are some ways to build an effective and knowledgable support team 


Use an internal knowledge base to build internal training guides for quick access.

12. Provide Omnichannel Service and Communication Points

An average person uses 3-5 channels to interact with a business which points to their tendency to constantly switch between desktop and mobile devices while purchasing the product, interacting with social media, or contacting support.

customer service channel stats

Restricting the target audience to a specific channel can lead to frustration, page abandonment, and churn.

Say a customer is browsing your website from the desktop. They place the product in the cart and close the site because they are getting late for a meeting. 

Now, the same customer wants to place the order on the go and open up your mobile app. But if you don’t host an app, the customer might switch to your competition to buy the product.

In the same way, if the customer wants immediate help from you regarding a product-breaking issue, they would not wait for a support ticket. Live chat and phone support make for more streamlined options for getting the queries resolved.

To provide a positive experience and improve customer satisfaction, you need to ensure a seamless transition from one channel to another. This includes implementing omnichannel touchpoints and optimizing them for customers.

But setting up an omnichannel experience is easier said than done. 

Here are some ways to set up omnichannel service points:

  • Look into the analytics data to determine which sources bring in the most traffic and conversions.
  • Pick 2-3 most used sources to optimize them.
  • Map customers’ journeys across these sources and identify critical touchpoints.
  • Install service points at these locations to provide a seamless experience.

Send surveys to customers over these channels to gauge their satisfaction with your products and services.

13. Monitor the Team’s Performance and Efficiency to Improve on It

Now that everything is set up and you have stationed the well-trained staff across multiple channels to gauge and improve customer experience, how will you know if they are performing up to mark or not?

By crunching efficiency numbers!

  • Track the performance scores of your team members, such as time on call, average chat time, number of chats handled, repeat calls in a week, etc.
  • If you have a dedicated ticket system, monitor the daily and weekly ticket flow, the number of requests closed by each member, and the tickets marked as urgent.

Once you have a baseline, you can make strategies to improve these numbers and, as a result, improve customer satisfaction with your services.

You can also deploy surveys on each channel and collect CSAT scores from users. It also lets you ask follow-up questions about their overall experience.

  • Deploy pulse surveys on your live chat, tickets, phone IVR, and other channels after the first interaction.
pulse surveys

  • Once you have closed the ticket, send a follow-up to ask how easy was it for the customer to get the queries resolved.
  • Use follow-up questions to collect NPS scores and ask for further suggestions to improve the processes.

3 Tips to Improve Customer Satisfaction by Optimizing Products

14. Release Regular Product Updates

The market is constantly changing, and so are your customers’ expectations. It means your product also needs to evolve.

Feature engagement is one of the best tips for customer satisfaction.

Take Tiktok as an example. The short video clips app became so popular that YouTube, the giant video sharing platform, decided to add the format to its product – YouTube Shorts.

Or look at Apple’s runaway product – Earpods. The Bluetooth-enabled wireless earphones stole the stage upon release in 2016 and became Apple’s most popular product within two years. It’s estimated that over 35 million Earpods were sold in 2018.

The success enticed other brands to release their versions of Earpods and engage customers.


This is a solid example of achieving customer satisfaction through engagement and expectations.

People are always looking for something new and exciting in the market that adds value to their brand experience.

Who knows, your new product feature could be the next viral thing.

Another important aspect of releasing new product updates is weeding out issues that hamper a seamless customer experience.

Critical issues can pop up at any time, and regular updates can address these issues, helping you control frustrations and even customer churn.

New product features also improve product usability and adoption, as in the case of Udemy.

The e-learning platform deployed surveys within their tool using Qualaroo to pinpoint traffic sources and allocate the marketing budget accordingly.

The feedback data also helped the team recognize that a significant number of students from non-English speaking countries were enrolling in courses taught in English.

Then, Udemy introduced automatic captioning in English-based courses to improve product usage and help these students.


The team also implemented surveys to optimize the feature and improve product accessibility worldwide.

visitor website survey

A simple feature made it possible to reduce frustrations and improve customer satisfaction.


15. Design a Fantastic Onboarding Process

Acquiring new customers is easy but keeping them is hard. 80% of people say that they have deleted an app because they didn’t know how to use it. 

A successful onboarding process makes it easier for new users to get used to the product.

It makes their life easy, curbs frustration, and increases customer stickiness and retention. It also helps improve customer satisfaction by familiarizing them with the product features and settings.

But designing an awesome onboarding experience is an iterative one. It requires time to understand the users’ problems.

You need to understand what features you want to introduce without overwhelming the users. At the same time, you don’t want to miss a tour of any necessary features or functionality.

So how will you decide what to include in the onboarding process? By listening to the voice of the customers:

  • Use feedback tools like Qualaroo to deploy in-product surveys to pinpoint issues related to product navigation, features, and other aspects.
product survey

  • Use these insights to design the onboarding process that addresses these points.
  • Then, create post-onboarding surveys to collect feedback from new users about their experience and optimize it further.

Take for example Slack, which offers a streamlined and outstanding onboarding tour to its users:

  • It teaches about the product’s features by letting you use it in real-time.
  • The message prompts and inline tips educate the new users about the settings and features.
  • What’s more, you can end the tour at any point, so users don’t have to sit through it if they don’t want to.

By the time you end Slack’s tutorial, you’re ready to use the tool.

16. Add in-Product Guides and Tooltips

A robust knowledge base works great for both users and internal teams to provide quick access to help material, reduce frustration, and improve customer satisfaction.

But let’s take it up a notch, i.e., from product level to individual feature level.

Suppose you’re trying to find what a specific setting or label does or see a new feature added to the product but don’t know what it does. Or the new product update has changed the UI of a few settings.

Here you’re not looking to create a workflow or step to do a process. You just want to know what a particular button does.

We are sure an extensive knowledge base can help you find the information. But it would take some time.

That’s where inline tooltips and guides can help you. They are one of the best ways to achieve customer satisfaction and a better user experience.

These in-product contextual messages provide additional information about the specific feature, setting, label, or field.

It prevents users from stopping what they are doing and going on a scavenger hunt.

How to improve customer experience and satisfaction using tooltips:

  • Add tooltips to form fields to educate the users about the specific data requested.
  • Add inline guides or tooltips to avoid confusion and improve engagement when you release new product features.
  • Trigger tooltips automatically on the specific settings when new users access the product for the first time. It can help with the product’s discoverability or findability for new users.

Pro Tip: Don’t go overboard with tooltips or it could backfire.

The right approach is to find where people struggle with your product and add these tooltips to such strategic positions.

For example:

  • Use heatmaps and session recordings to locate the points of customer frustrations or bottlenecks.
  • Collect feedback using surveys and forms to locate product issues and problems.

Once you have the required data, add tooltips to explain complex features, promote product adoption, optimize onboarding, and improve customer satisfaction.

4 Tips to Improve Customer Satisfaction With Customer Service

17. Use Live Chat

Live chat is the second most preferred medium by users.


The reasons are:

  • Instant access to the support staff
  • Real-time resolution to queries without any extra effort.

You can easily set it up in a few hours on your website and app using a robust tool like ProProfs Chat.

A chat widget is unobtrusive; users can click on it at any point to get in touch with the support staff.

Plus, with the integration of AI-based chatbots and options to build advanced conversational flows, the live chat widget has become ubiquitous on websites, mobile apps, and even for SaaS products.

Chatbots can manage chats in real-time, redirect the user to a real agent, and even create a support ticket if needed. It helps to optimize the process and improve customer satisfaction.

You can also add surveys to the live chat window to collect feedback and optimize it.

18. Implement a Help Desk System

Held desk system is another effective customer service touchpoint that can help to improve customer satisfaction.

How?

  • It’s easily accessible to customers.
  • Provides a multichannel option for customers to raise complaints.
  • Improves First-Contact resolution rate.
  • Makes it easier to gather customer feedback.

Here is an apt SaaS-based scenario for SaaS-based products. Suppose a customer is facing an issue implementing a script on your product. There is a problem with the code, and they want to know how to fix it.

What is the best channel to contact the support services for this scenario? 

You cannot do it over the call. It would only lead to frustration and confusion.

But email-based communication can help both of you.

The customers can easily add a screenshot of the code or even paste the code itself to the mail. Plus, they can also ask any follow-up questions.

The service agent can analyze the issue and provide a first-time resolution to the customer.

This is just one of many scenarios that you can easily handle with a robust ticketing system like ProProfs HelpDesk


Here’s how you can implement a help desk to improve customer satisfaction:

  • Add the help desk link to your website, mobile app, and product to make it easily accessible.
  • You can embed a ticket form on your “Contact Us” page. The customers can submit it to raise a ticket automatically.
  • Send an automated email after the first contact to acknowledge the receipt of the ticket and add a possible resolution time.
  • If you cannot deliver the resolution on time, proactively contact the customer to provide the update.

You can combine surveys with your helpdesk system to gauge customer satisfaction and collect CSAT scores.

Magento

19. Build an Extensive Knowledge Base & Other Self-Service Points

Over 85% of customers expect companies to provide a knowledge base or a FAQ section.

Touchpoints like Knowledge base, automated calls, FAQ sections, help centers, and community forums serve as self-service points for customers to resolve their queries.

knowledge base

It’s much more convenient than waiting on the call to connect or email from the support team.

And customers also prefer self-service options to find the answer to their queries by themselves.

Now that’s a proper customer-centric approach toward achieving and improving customer satisfaction.

But how does this benefit you?

Self-service options result in fewer calls, live chats, and support tickets, which frees up resources and money.

You can install them at different touch points across multiple platforms to provide a seamless experience.

Here’s how to achieve customer satisfaction by building suitable self-service options:

  • Use a dedicated Knowledge base tool like ProProfs KB to add a help section to your website and product.
  • You can also use the same for building an internal knowledge base for team members.
  • Publish guides, FAQs, and how-to sections to educate your prospects and users about the product.
  • Add pulse surveys to the pages to find out what’s missing and optimize the helpdesk.
  • Track search queries people enter into your KB and build topics around them to boost customer satisfaction and engagement.

20. Make Refund and Exchange Easy

Whether you like it or not, returns are also a part of the customer experience and a significant factor in enhancing customers’ satisfaction. Online shopping tends to produce more return orders because the customers cannot physically see the product while purchasing it. So much so that almost half of the customers send back at least one item purchased online.


Leaving returns and exchanges out of your CX strategy isn’t good for brand reputation. It would eventually lead to piling of incomplete returns, frustrated customers, and bad experiences.

What are the reasons that can lead to a bad experience during returns?

  • Delay in the issuance of the refund
  • Denial of return/exchange from the company
  • Unclear return/exchange policies

So, it’s your job to implement an RMA or return merchandise authorization process and streamline the exchanges and returns.

Here’s how to use refund and exchange policies to boost customers’ satisfaction and set up a positive perception of your brand:

  • If the product is damaged, waive shipping charges for the return order and send a shipping label online, so it does not add to customers’ costs.
  • You can also send a complimentary product and issue credit points for the inconvenience.
  • Handle refund and exchange on a case-to-case basis. Look at the lifetime value of customers and decide to issue to refund/exchange even if the time limit has passed.

Follow a Customer-Centric Road to Improve Customer Satisfaction

Though these customer satisfaction tips are pretty diverse, you may have noticed a recurring theme in the entire blog – “Voice of the customer.” Because a customer-first approach is only possible when you start listening to your customers.

So, If you’re still confused about how to start implementing these customer satisfaction strategies, use customer feedback as your guide.

First, move the basics out of the way like live chat, knowledge base, helpdesk, and contact information page.

Then you can use a feedback tool to add surveys to these touchpoints and collect the CSAT scores. With tools like Qualaroo, you can target users on multiple channels at once to gather their experience data. You can also use the AI-based analysis engine to dig through the feedback quickly.

As you crunch and improve CSAT numbers, use follow-up questions to build buyer personas and journey maps for identifying different segments. Start comparing the CSAT scores of these segments to find the most satisfied customers.

Finally, as your experience management loop takes shape, you can move towards more sophisticated avenues like experience personalization tools and an intuitive onboarding process.

Remember to collect feedback at each point to optimize them further and improve customer satisfaction.

Want insights that improve experience & conversions?

Capture customer feedback to improve customer experience & grow conversions.

Want insights that improve experience & conversions?

Capture customer feedback to improve customer experience & grow conversions.

Want insights that improve experience & conversions?

Capture customer feedback to improve customer experience & grow conversions.