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3 ways to drive customer loyalty + business outcomes with customer case management

Ashley Edgar | Jun 26, 2019 Ashley Edgar 06/26/19

We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. And when you’ve got an unhappy customer on your hands, time is of the essence. In fact, most customers expect a resolution to their problem within 24–48 hours.

What is your strategy when things go awry? Bury your head in the sand and hope it works out on its own? Ignoring it won’t make the problem go away—it will only make the customer (and their future business) disappear.

How you step up and handle customer resolution is one of the truest tests of brand resilience. Stuff happens. Experiences fall short. But the truth is, customers can be forgiving—if you have a smart and swift recovery process in place. With an effective close-the-loop system, you can identify customer problems faster, respond immediately, and provide a timely and painless resolution for your customers.

Let’s take a look at 3 ways case management can help you resolve customer issues more efficiently:

1. Customer feedback is streamlined
Customer issues aren’t restricted to any one channel—and your ability to respond quickly is critical no matter the source. But who has the time to sift through them all? Whether it’s a comment from your website, complaints captured through your call center, or issues with online ordering, you need a streamlined system that puts them all into one multi-sourced hub of customer feedback.

2. A customized program puts you in control
There is no one-size-fits all strategy when it comes to implementing a closed-loop system. The process looks different for companies of varying sizes and structure. If you’re having to force your needs into a cookie-cutter plan that doesn’t make sense for your business, your customer recovery strategy will fail.

You should be in control of how you’re going to resolve customer issues. With the ability to choose between a more controlled, centralized response system or a more flexible, distributed plan (or even a combination of both), you’ll be sure your closed-loop process is air-tight and effective.

3. In-platform response provides immediate contact with customizable content
Remember what I said about customers expecting a resolution within 1–2 days? An in-platform response system makes sure you’re not wasting precious time navigating multiple sites. Instead, you’re just a click away from contacting your customer and that much closer to resolving the issue.

In-platform response templates don’t just provide a quick response—they can also deliver a personal message. The editable templates allow the user to customize as needed so guests always get messages that are both consistent yet personal, and don’t feel like they’re just getting a blanket response.

Templates also help drive consistent, on-brand messaging and create a united front in customer recovery. No one will have to reference company guideline standards before responding, and all customer communication will be quick, consistent, and transparent.


Say hello to case management or risk saying goodbye to customer loyalty

Don’t hide from customer problems. When an experience falls short with a customer, it’s actually a great opportunity to gain their loyalty. Our data shows 84% of customers who are highly satisfied with problem resolution express a high likelihood to return to the business. Get a strategy in place to set your brand up for successful guest recovery. Case management will help you build stronger customer relationships and improve business outcomes.

For more, download our best practice guide  Close the loop: 5 ways to resolve customer issues + drive loyalty.


Ashley Edgar | Director, Product Implementation