Rather than waiting for customers to tell you how they feel, send your customer success team to find out for you. This team’s job is to monitor individual accounts and contact users who are unhappy with their product or service. This way, your team can clear the way for customers right away, rather than having them contact your support team.
Most customer success teams check in with their customers on a regular basis. Even if they don’t have an issue to resolve, these meetings are great on-site reps to provide updates on how users are feeling. As more trust is built during these conversations, customers will be more likely to voice any concerns they may have with your business.
Prioritize proactive customer service
Proactive customer service means your business is actively estonia mobile database trying to identify and resolve issues before they impact your customer experience. In the process, you’ll often uncover friction points that you may not have been aware of before. By correcting these issues, you can understand how they impact your churn metrics and whether they’re a significant reason for churn.