The clients are at the base of every company. And keeping them happy is what makes businesses develop and make names for themselves. However, with 77% of B2B buyers saying their very last purchases were too complex, how do you manage to bring up the satisfaction level?
The answer is really simple – just leverage those customer enablement techniques. This way, you can empower your customers by giving them all the right tools and, as the result, bring your satisfaction rates and sales level as high as the sky.
The Notion of Customer Success Enablement
You may have heard the term but didn’t quite catch the essence of it. So, what is customer enablement exactly? Basically, it’s a process of boosting the overall clients’ experience by providing them with the information and resources that can help them use the maximum of your products’ potential.
For many B2B and SaaS companies, this is a go-to strategy. Not only because they rely hugely on customer retention rates (that’s true for any business), but because their products may require more onboarding for the clients.
Why is It Important?
There are many advantages to applying customer success enablement besides higher levels of satisfaction:
- brings retention rates to higher points;
- lowers customer churn;
- improves the number of referrals;
- enhances sales;
- boosts connection with the clients
- increases the efficiency of customer support;
- gives the customers a sense of independence;
- and, at the very most, helps to build a more sufficient budget and raises profits.
All these benefits just show that customer enablement should be an integral part of every respectable growing company.
Best Customer Service Enablement Strategies
When you decide to work on your customer support enablement, you need to pay close attention to what you decide to apply to your specific business. There’s no use in spreading yourself thin trying to incorporate every strategy you see.
But how do you choose the right one? We’ve answered that question for you and created this list of the 5 most useful practices that definitely won’t hurt.
Customer Education
Giving the right tools in the hands of your customers is the main idea of customer enablement. Here, the education of your customers about the product, its purpose, and ways of usage — is the key to their satisfaction.
To make such an exchange of knowledge possible, you can employ different learning management systems, site-support resources, or knowledge bases (samples, blogs, guides, video instructions, FAQs, and more). When they understand more about the product, they become confident users, and therefore are more likely to return time and time again.
Strong Community
By creating a place for your customers to share their experiences, you help them build more emotional connections with other users, as well as with your brand.
Besides, this way you will be able to create a sort of knowledge base of its own. Customers will be able to exchange ideas and thoughts, as well as answer questions from other users, helping them to navigate your products.
Improved Customer Support
Even with the knowledge, your customers will require some help. After all, issues and questions may arise on every step of clients’ journey, and not only during product usage.
Organizing a robust system of customer service is an important step towards reaching your customer enablement goals. You can make use of technology or turn to email support outsourcing — the approach will depend on the specifics of your business (both options are good ideas though). Aside from that, you can monitor the customer support performance to improve your products, as well as adjust your informative resources according to the needs of your clientele.
Incorporated Clients’ Feedback
Sharing is caring. The same goes for customer feedback. The opportunity to share what they think about your brand will help build closer relationships as well as show them that you take their comments into consideration.
It also helps to improve your business on the other end — from the inside, by unravelling blind spots in the knowledge of your clientele or their journey in general.
Satisfied Brand Ambassadors
Influence and advocacy of satisfied customers work miracles when your company tries to acquire new leads. Look for those groups within your clientele who are more likely to turn into ambassadors of your brand.
If you empower them to actively take part in community discussions, you are likely to get more prospects. Use your referral and rewards programs to make this encouragement useful for both you and your clientele.
Conclusion
It’s hard to minimize the importance of effective customer support enablement. It helps your business grow and develop, so why would one skip such an opportunity? Nevertheless, it can be hard to find the right approach the first time. So, don’t just sit around and wait till everything falls into place. You can contact https://wow24-7.io/book-a-call anytime if you need help boosting your business efforts.
