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Pursuing the hearts and minds of customers can be vexing. What is it they want exactly? Keeping your customers satisfied with your product or service is non-negotiable.
Customer happiness is one of the key elements that contribute to business growth. A happy client is considered to be the driving wheel of revenue for any kind of business. There is no better marketing than referrals and word of mouth.
Acquiring a new customer costs 5x as much to attract a new customer as to keep an existing one. It is never too late to start nurturing your customer base better. Because client happiness is a more powerful tool than any marketing advertisement.
The secret to keeping your customers happy, therefore, is simple: remain caring and supportive towards their needs and emotions at every step of their journey.
Customer happiness is defined as the level of loyalty and satisfaction that your customers experience after engaging with your product, services, or team. It is the feeling that comes from your customers having their needs met regularly, at the right time, and in the right way.
Happy customers are the ones who are loyal to your business for a long time to come. Also, client happiness and loyalty go hand in hand. When customers find businesses they trust, they advocate your brand among friends and colleagues.
A happy customer is defined as the one who is a repeat customer of your business. Happy customers do not abandon you when you make mistakes; they give you a chance. Happy customers care for you just the way you care for them. They travel with you in your growth journey.
Making your customers happy can be a great goal to have in terms of understanding if your business is scaling up in the right direction.
Not that your happy customers are always loyal towards your brand but your loyal customers are definitely the ones that are happy. This means happiness is the first step towards achieving loyalty and building a truly customer-centric brand. A happy and loyal customer becomes your brand’s true advocate.
Customer happiness and customer satisfaction are related concepts, but they capture different aspects of the customer experience.
Customer satisfaction is like a report card that asks, “How much did you like our service or product today?” It measures how much a customer’s expectations are met by what a company offers. It’s usually checked through surveys or ratings.
Now, satisfaction is just one ingredient in the recipe for customer happiness. Customer happiness is like a big picture that includes all the experiences a customer has with a business. It’s about how they feel emotionally and mentally about the company. Happy customers not only feel content with what they bought but also really like the brand.
Though they’re different, both customer happiness and satisfaction are key for keeping customers loyal to a brand.
The key to achieving customer happiness, as in customers who want to do business with you again and again, is to focus on employee happiness first.
“Studies confirm that employee happiness correlates with employee efficiency, creativity, and productivity. This, in turn, has the same effect on customers– proving that happy employees make customers happy.”
On the other hand, unhappy employees can negatively impact the productivity, turnover, and overall efficiency of the business, which, in turn, has a knock-on effect on the customers. So, if your business is customer-centric, invest in your employees first.
One basic rule of every business: A happy customer is a repeat customer.
Statistics show that 80% of a company’s revenues come from just 20% of its customers. Tailoring your practices to meet your customers’ ever-evolving needs can be the ticket to lifelong brand loyalty. Which means lifelong repeat purchases and sustainable revenue over time.
Keeping your customers satisfied with your product or service is non-negotiable. It not only encourages them to repeat purchases but also improves your brand credibility with the word of mouth virality.
Many businesses focus more on reaching out to new customers. While it is essential, the most crucial component for long-term success is keeping customers happy. Doing so, however, requires focusing on many aspects of the business and honing them as much as possible.
Here are the key reasons why keeping customers happy is so important.
Pleasing your customers is a pursuit that goes back as far as competition within commerce. It’s something that has to be figured out again and again, because what people want changes depending on circumstance and the product or service in question.
We have narrowed down some of the best ways you increase the number of happy customers.
Let us discuss the tips and best practices to delight customers.
Delay in response time is one of the key reasons for customer’s frustration and creates a negative service experience. Unhappy customers are more likely to share their experience with bad word of mouth.
Businesses should focus on addressing customers’ concerns faster and going beyond their expectations to make them happy. 82% of customers say the number one factor to great customer service is having their issues resolved quickly.
A faster response is a key attribute of a great customer experience.
Here are the key tools to improve response time and increase the client’s happiness index.
One of the great ways to boost customer happiness is to provide instant assistance. By implementing visual engagement tools, you to connect with customers instantly without letting your customers wait for a long time.
Co-browsing solution helps to collaborate with customers and provide real-time help in complex form fill-ups. Video chat allows us to identify the issue faster and deliver effective solutions, which reduces the number of touchpoints and increases customer satisfaction.
Combining live chat with co-browsing and video chat helps resolution of the query in a meaningful manner.
9 out of 10 consumers want an omnichannel experience with seamless service between communication methods.
Customers expect excellent consistent experiences across multiple channels as they use them to reach out to brands. And when the experience is not consistent they get frustrated and switch to another brand.
What it means in simple terms is “be where your customers are”. Being an omnichannel helps you to streamline all the conversations across all channels like websites, Facebook Messenger, Mobile apps, Whatsapp, and Viber.
You can seamlessly engage customers over their preferred channels breaking all the silos and delivering an omnichannel customer experience.
Bank of America is one of the biggest known brands following consistent omnichannel service to its customers. The bank allows depositing checks to schedule appointments to be handled by the company’s mobile and desktop apps.
One of the key reasons why chatbots are becoming incredibly popular is to deliver instant responses to sales and support FAQs asked by customers.
Deploying chatbots helps to automate simple queries and pre-qualify leads by asking relevant questions. Bots can be leveraged across all customer channels like Facebook messenger, and websites for better interaction with users.
American Well, a telemedicine company, is a good example of how websites can use chatbots and live chat intelligently to determine user intent quickly and offer a happy customer experience.
The bot promptly answers queries and boosts customer satisfaction. However, there might be instances when the bot is not able to identify the user intent in the request and make a human handover.
Balance your support with both live chat and chatbot to deliver a better conversational experience. With bots as the primary contact, you can answer simple queries and transfer complex chats to the support agents for effective handling.
Businesses that are customer-obsessed to delight them or value their feedback and opinions, make them loyal to your brand.
Feedbacks help to identify the gaps between customers and businesses. Customers appreciate when their voices are heard. The simple acknowledgment that the brand values the feedback can act as a catalyst for repeat business.
Encourage feedback at all stages so that you can discover what your customer is really thinking about their experience with you.
Measuring CSAT helps you to know the current position and the areas you need to improve. Asking customers for feedback and acting on it is the best way to increase customer happiness and satisfaction scores.
Rewarding loyal customers should be an integral part of your loyalty programs as they impact customer happiness directly.
The happy customers are usually the frequent buyers and certainly, they deserve some reward from you. Some ideas for rewards are early access, sending invites for special events, and surprising customers with unadvertised discounts.
Happy customers love to be part of a community or group.
Communities are 13% more likely to have an impact on customer experience.
Building communities benefits customers by creating a positive feeling and improving your brand image. It can act as a resource for sharing useful information related to products and services.
Southwest Airlines has invested in an online community as a place for customers to share stories, exchange knowledge, and find inspiration from other members. The discussion forum’s taxonomy is aligned to common support inquiries, including boarding, check-in, international travel, rewards program, etc.
When businesses foster a special place for customers to interact with one another, it adds extra value to the happy customer experience both before and after the purchase. Generally, customers trust other customers, when they intend to purchase.
So, the sponsored community forum can be used to help guide their buying decisions.
A personalized customer engagement strategy is sure to meet the customer happiness index.
Customers expect business interactions to be customized to their needs and preferences. Hence, businesses need to understand customer behavior and tailor messaging accordingly.
80% of customers are more likely to purchase a product or service from a brand that provides personalized experiences.
With the use of the right tools, you can better understand consumer behavior scope, collect customer data, draw actionable insights to personalize your customer interactions, and provide unique messaging to every client regardless of their preference of channels.
62% of consumers globally mentioned they have stopped doing business with a brand after a poor customer service experience.
Every business should set ground rules for how to communicate with their customers. It helps to accelerate customer happiness and satisfaction.
In order to increase your client happiness index, you need to train and educate your employees on how to interact & communicate with customers to deliver superior service.
Making your customers feel important is one good way to increase customer happiness. It shows that you care for and value them.
Why do you think some of the most recognized businesses across the world are so obsessed with CSAT or customer satisfaction? Because no business out there can really be in business without a happy customer. Customer satisfaction is one of the cornerstones of an exceptional relationship that is considered true customer loyalty.
We have outlined some of the awesome customer happiness quotes:
There’s a saying: “happy customer happy business.”
The best way to know what your happy customers think about your brand, service, and product is to collect feedback directly from them. The goal is to go beyond simple likes and dislikes and gain an understanding of your customers along with their feelings about your product. Happy customers are excited to share feedback and success stories across social media and with friends.
Businesses conduct surveys on customer happiness software to evaluate whether customer expectations, business models, and execution align. Prioritizing your customer’s needs is healthy for a successful expansion of the business. By gauging client happiness, a business can find areas that need improvement and work on them.
Brand interaction can be calculated by using an app that surveys your customer’s happiness. Here are some of the well-known customer happiness software and apps.
piHappiness is a customer happiness software that enables great customer service by offering multi-lingual support, It provides a help desk, call center, and live chat for better customer interaction. This customer happiness app also brings email, phone, chat, and social media under one software. It enables customers to create more interactive relationships with customers.
Nicereply is an online customer happiness app for calculating Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) per agent, team, or company-wide, helping teams measure and improve the quality of their customer service.
The customer happiness app is generated with built-in marketing and sales tools. It turns the customer experience into leads and instant sales.
It is a cloud-based customer happiness software that provides actionable insights to improve customer retention. It quickly collects feedback after every business-client interaction and responds to clients, creating genuine reports. Its key features are survey management, sentiment analysis, customer segmentation, and feedback administration.
Measuring customer happiness is crucial to understanding their satisfaction levels. The customer happiness index (CHI) is a metric used to quantify the degree to which a customer is satisfied with a product, service, or experience.
Here is how the metric helps to evaluate client happiness.
Measuring client happiness is vital for all kinds of businesses. It provides valuable insights into what works and provides opportunities for optimization. It helps you to understand what your customers are complaining about and work on them. Keeping your customers happy with your products or services will reduce customer churn.
REVE Chat is an omnichannel customer communication platform that provides real-time sales and supports assistance with AI-powered chatbots. With REVE Chat, offer consistent customer support across the website, social, mobile, and messaging apps by using chatbots and live engagement tools like co-browsing and video chat.
With REVE Chat, you can engage your customers at different stages of their journey and offer proactive assistance. Getting instant responses resolves customers’ queries at the moment they need, which makes them happy and delighted. Implementing REVE Chat on your website is a great way to your customer happiness.
Customers are the greatest asset to any business, and it is important that your service encourages them to be promoters instead of passives and detractors. Outlining a solid strategy to engage customers with the help of digital tools and processes will help to meet customer expectations.
Businesses need to pull up their socks and consider happy customers as a key ingredient to brand success. Aligning your brand messaging with customer desires will help not only to gain more happy customers but also to retain them for a lifetime!
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