How to keep users satisfied? by

When we speak about users' satisfaction, we think about CSAT, NPS, Handover, etc. rates

astramentore — 2024-07-29 13:13:13 UTC

... So, what can we do to increase chances of user's satisfaction + get positive feedback?

astramentore — 2024-07-29 13:14:17 UTC

Ask a user about their day/mood

astramentore — 2024-07-29 13:18:52 UTC

^{This helps to understand their attitude to what's happening}

Empathy is the key! Show it once you have issue details together with the issue acknowledgment (Example)

astramentore — 2024-07-29 13:20:26 UTC

Acknowledge the issue to show you understand what's going on

astramentore — 2024-07-29 13:21:24 UTC

^{"Okay, let me check what's}^{the issue with making payment using Cashfree provider}^{for you really quick"}

Deliver info with all the details + show empathy

astramentore — 2024-07-29 13:29:07 UTC

^{"Please note that payment options and payment details aren't transferred from site to site. Since it's a different site, you should set all payment options from scratch"}

⁺

^{"I totally understand that it's important for you to have these details on a new site, however it's only possible to set up payment options again"}

Active Listening is required

astramentore — 2024-07-29 13:32:40 UTC

^{"I understand that this is essential for you to speak to the supervisor who can help you to solve the issue with the account being suspended}

^{In this case I'd like to transfer our conversation to the advanced team, so supervisor could assist you further"}^{(but still user wanted a call, and expert transferred this as a chat)}

Set clear expectations for a user to know what to expect

astramentore — 2024-07-29 13:39:15 UTC

^{"Please note that since I work on chats only, I'll request a callback for you so one of my colleagues will call you back asap"}

^{"While we're waiting for the callback, I'll also be glad to check your account details"}

Etiquette is a key to sound and look professional, kind, polite no matter what

astramentore — 2024-07-29 13:43:42 UTC

Issue solution with all necessary info and details will help for sure :)

astramentore — 2024-07-29 13:44:59 UTC

Ask for feedback when users share their positive thoughts, appreciates your help

astramentore — 2024-07-29 13:48:42 UTC

Treat escalation seriously: show empathy, set clear expectations

astramentore — 2024-07-29 13:51:21 UTC

Result:

astramentore — 2024-07-29 13:55:18 UTC

Even when the issue isn't resolved, it's a missing feature, escalation, risk, etc., understanding the issue, setting clear expectations, showing emapthy turns into being a part of the solution, and not a part of the issue.

These things also increase chances to get positive feedback or avoid negative feedback for CC reason.

Familiarization is on your side!

astramentore — 2024-07-29 14:52:17 UTC

astramentore — 2024-07-30 07:31:32 UTC

suggestion

astramentore — 2024-07-30 07:32:49 UTC

ask about their day/mood

astramentore — 2024-07-30 07:33:09 UTC

acknowledge the issue

astramentore — 2024-07-30 07:33:35 UTC

empathy throughout the conversation

astramentore — 2024-07-30 07:33:57 UTC

clear expectations/details

astramentore — 2024-07-30 07:34:16 UTC

etiquette

astramentore — 2024-07-30 07:34:35 UTC

issue solution

astramentore — 2024-07-30 07:35:40 UTC

familiarization

astramentore — 2024-07-31 07:33:25 UTC

survey

astramentore — 2024-07-31 07:33:25 UTC

survey

Suggestion for their business

astramentore — 2024-07-31 07:35:48 UTC