8 Free Tools SMBs Can Use to Improve Customer Satisfaction [INFOGRAPHIC]

8 FREE TOOLS SMBS CAN USE TO IMPROVE CUSTOMER SATISFACTION To help your business improve customer satisfaction, check out these eight free tools! Did you know that 80% of companies say they deliver "superior" custome service, but only 8% of their customers agree? [Lee Resources] Ouch. 1 AskNicely. Typeform PROBLEM PROBLEM According to a 2014 survey from Bright Local, 88% of consumers trust online reviews more than personal recommendations. [Bright Local] A study of 40,000 online forms showed that form completion rates drop when forms are longer and more complex. [HubSpot] SOLUTION SOLUTION AskNicely helps businesses automatically gauge customer satisfaction with NPS via email. Business owners then receive a While NPS is completely quantitative, surveys allow you to dig deeper with qualitative responses. Typeform tool that allows businesses to create a simple digest of all survey responses so they can instantly connect and improve the relationship. beautiful surveys that are a breeze for your customers to fill out in minutes. VISIT get.asknice.ly VISIT typeform.com 4 Recejcthil 3 PURE CHAT PROBLEM PROBLEM The typical business only hears from 4% of its dissatisfied customers. Of the 96% who don't voice their complaints, 91% will "quit" that business and never come back. [ICC Decision Services] 49% of Americans would rather text than call a person according to a Performics study from 2012. SOLUTION SOLUTION If you want to connect with your customers, don't ask them to pick up the phone! Today, offering live chat on your site is the easiest, most familiar way for consumers to engage with your business and get their questions answered ASAP. Find out what customers are thinking immediately after purchase with Feedback from Receiptful. Feedback includes a simple smiling or frowning face on customers' receipts, so they can instantly react to their buying experience. VISIT purechat.com VISIT receiptful.com/feedback * Hootsuite 6 Google 6. Voice PROBLEM PROBLEM According to Social Habit, 32% of consumers who contact a business through social media expect a response in 30 minutes and 42% expect a response within 60! In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person. [American Express] SOLUTION SOLUTION If you want to keep customers happy, you've got to be able to connect with them wherever they are. In 2016, that's social media and Hootsuite is an easy way to watch all your social channels in one place so you can respond immediately. To have extended customer conversations and conduct interview-based customer satisfaction surveys, connecting over the phone is key. Google Voice is an easy way to get a business number and place free calls within the US and Canada. Just make sure you allow customers to reach a real person! VISIT hootsuite.com VISIT google.com/voice 8 * Lucidpress 7 walmoo PROBLEM PROBLEM 78% of consumers are not yet loyal to a particular brand. [Nielsen] 68% of businesses lose a customer because the customer feels the company is indifferent about them. [RetailActive] SOLUTION SOLUTION A great way to keep customer satisfaction high is to reward your most loyal shoppers! Walmoo, a loyalty marketing platform, can be implemented by businesses with just an Android device and makes it easy for your customers to earn points for coming back. Show appreciation for your customers with a simple thank you card. Lucidpress allows you to customize your note, then embed it in an email or send via URL. VISIT walmoo.com VISIT lucidpress.com Brought to you by Pure Chat, a live chat software for smalIl business and Lucidpress, a design tool that enables small businesses to create and share visual content. PURE CHAT + * Lucidpress