What is customer visibility? Does it help in enhancing customer satisfaction? Is it a new uncut gem in the customer success niche? Explore here.
Ensuring that your customers feel valued is critical to your business. And to do so, you need to develop healthy, long-term relationships with them, which can only be achieved by true customer visibility.
Having visibility to your customer’s information, history, conversation, and shopping patterns, etc., increases your chances of giving them a value-packed relationship. In this blog, we’ll explore everything about customer visibility and how SmartKarrot can help you improve it. Let’s get started.
As the term suggests, customer visibility refers to being fully visible and alert of every customer interaction. These interactions can range from support calls, sales posts, emails, or even accounting interactions. This also includes keeping records of their live chats, phone calls, and social media posts about your company. Ideally, all of these are together in a central database for easy navigation.
Usually, companies do track all the information about their customers. But, often, it’s siloed in different systems, making it cumbersome to sort through and access the right insights when needed. Having a centralized or single source of truth allows a company to access customer data at any time.
Also, it creates a holistic view that augments communication, increases your productivity, and leads to a seamless alignment in and across departments.
Every piece of data needs to follow a certain baseline that lets you track your customer’s information. Before we set out to do that, there are two pivotal questions that need immediate attention:
First and foremost, come up with a well-understood way to measure your customer health score. Defining this will help you track how satisfied your customers are with your brand. Outlining your health goals from the beginning ensures that you and your customer are on the same page.
Secondly, you must see how you can measure the number of active users daily, their time spent on your pages, their login credentials, and track their customer journey. The thing about usage goals is that it lets you know where your customers are within your product. By monitoring this, you’ll unlock insight into your customers and product.
We discussed customer visibility, what happens when there’s a lack of it, its benefits, and how SmartKarrot can help improve it. Hopefully, these tips and tricks will help you bring out your A-game and ensure that your customers stay satisfied with your business. 14
At the end of the day, it’s the happiness and love of your customers that truly matter. The more you keep track of your customer’s activity, the easier it becomes to know what your customer likes or, more importantly, dislikes about your company.
See how SmartKarrot can help you deliver
winning customer outcomes at scale.