Research based on more than 15 million customer conversations shows that Danish contact centers can increase customer satisfaction by 20-40% by focusing on the 5 factors we've listed below:
The beginning of each conversation sets the tone for the rest of the dialogue. So, when employees start the conversation in a polite and open manner, they increase the likelihood of satisfied customers by 5%.
But how exactly do you make good introductions in customer conversations? As a general rule, it is important to make the customer feel welcome. For example, you shouldn't start the conversation with a short "Capturi,you're speaking with Jacob" or "Capturi customer service, hello". Instead, you should say: "Welcome to Capturi, you are speaking with Jacob".
Increased customer satisfaction is not the only reason why you should improve your introductions, because in 2022, only 35% of all employees welcomed the customer. Therefore, there is a huge potential to differentiate your service level from your competitors’.
Just like polite introductions, early dialogues are crucial to the flow of the conversation. When employees initiate a dialogue early in the conversation, they do not only put the customer's problem at the center of the conversation, they also reduce conversation time significantly.
The best way to start a dialog is to ask: "How can I help you?" or "What can I do for you?", which in itself increases the likelihood of satisfied customers by an average of 25%.
Empathic phrases are common in the most successful dialogues. In fact, employees increase the likelihood of increasing customer satisfaction by more than 15% when they use empathic phrases. On top, it is proven to be a particularly effective way to turn dissatisfied customers into valuable brand ambassadors who will likely recommend your product to friends and acquaintances.
There is a good reason why customers respond positively to these expressions. Because there is a big difference between being met with sentences like "Okay, let's look at it" and being met with empathy and understanding phrases like "I understand that" or "I agree with you".
In fact, empathy can contribute to a 15% increase in customer satisfaction. And the potential is huge, as empathic phrases are only mentioned in around 26% of all conversations, so if your team performs better than that, you are already a big step ahead.
As with empathic expressions, it is also important to plan how to include positive phrases in customer conversations. You can achieve up to 15% more satisfied customers by replacing phrases such as: "I understand that you think this is an illogical structure" with positive phrases like: "Thank you for your feedback. We are continuously working to improve the website".
Despite the huge potential of focusing on the positive angle, only about 33% of all employees actively use positive phrases in customer conversations.
Leave the customer with the impression you want your customers to leave with after the conversation. While polite endings on their own don't affect customer satisfaction, when combined with empathy, good dialogues, and a polite intro, they can contribute to a high-quality conversation.
Customers are not exactly encouraged when employees end their conversations with expressions such as: "Bye!", "Talk to you later", or "Sounds good, yes, bye!". Instead, employees should focus on following up on the good experience. This can be done with phrases such as: "Have a nice day!", "I'm glad I could help", or "I'll get back to you when I know more. Have a great day!"