Many companies respond to the pressure of growth by cutting their customer service budgets. This gives you the opportunity for short-term relief but is a temporary solution that has different results in the long term. After all, retaining a customer requires less cost than acquiring a new one. When consumers are asked what factors increase brand loyalty the most, a large majority usually cite good customer service, putting it in second place after price. Fortunately, there are also ways to invest in better customer service without straining the budget too much. Simple changes and small initiatives can have a huge impact on customer experience management. Let's explore together how to learn about your customers' journey and how this information can improve the customer experience using data from your customers.

1- Maintain a good communication

The most important characteristic of a good relationship is communication. You should contact them as often as possible to keep your customers with you. Email marketing, for example, is still the highest converting form of marketing. This way you can get in touch with your customers and keep them informed about your campaigns without getting busy. This is an effective way to ensure a good customer experience and, most importantly, increase sales.

Being unique also improves the customer experience. For example, you can do everything that your customers may find interesting, and especially campaigns that make them want to go to your web store and buy something. For example, suppose you have big discounts on Black Friday, if you have already saved items in your customers' shopping carts, you can send an email and remind yourself with the discount. By analyzing the data, you can also recommend products based on customers' interests.

2- Check Why Customers Leave

When preparing beautiful surprises for your customers, you should of course follow their behavior and data about it. What do customers do when they are in your web store, where do most of them give up and why is this happening? Formulate hypotheses and test them one by one, prepare surveys for your clients and, based on their results, remove all obstacles. Here's a handy four-step plan that will make you cry for detailed information:

• Gather quantitative data: Check Google analytics or other tools you use to find out where and how often what goes wrong on your site. At what point in their journey do visitors usually give up and walk away?
• Collect qualitative data: Ask your customers for feedback, use mouse tracking analytics, edit user reviews of your site through an online service, ask your support team what kind of complaints they often hear.
• Analyze the data: Connect all the information from all your data sources to get a good picture of the obstacles and problems that need to be fixed on your site.
• Formulate possible solutions and put them in order of priority: What issues have the biggest impact on your conversion rate? What problems are easy to fix? Fix errors in the system along with these questions.

3- Check Your Most Read and Converted Emails

If you already use some kind of automated email marketing method, check how well the different emails you send are performing. Which ones are successful in terms of click-through rate? Why successful? solve all this with the method of data analysis. You can send and test them again by editing some emails. Because an incomplete shopping cart or checkout, subscription to your newsletter or purchase all mean that customers are interested in your products. By analyzing all the emails you've ever sent, you can come up with solutions to improve customer experience processes.

4- Ask for Feedback and Review

In most of the emails you send to your customers, you give them information, but you can also ask your client to give you some information from time to time. Because what do they think about your store, your products, your service? What's missing? Are the demands adequately met? Can improvement be offered? You can send them an email and offer rewards for their feedback through your loyalty program, if any. You can also turn the returns into data that will be useful to you by doing data analysis. This gives you a good opportunity to improve your digital customer experience.

5- Don't keep your customers waiting

Since every minute spent in customer service means you lose another customer, the quality of service provided in call centers is also very important. Without any guidance, a client can expect to receive an immediate response, and discomfort may increase as the length of time they have to wait.

Send automated emails with a clear timeline of when the response will arrive and tell waiting callers how many customers they have in front of them. Let the customer know if you need to call someone back or send a follow-up email. This is a good practice not only for support teams, but for all departments that interact with customers.

You can save time on customer service if you have all your customer history, including order history and automated answers to frequently asked questions, in one place. You can also get 20-30% conversion on tickets and support requests.

6- Provide Excellent Support and Customer Service

Providing a solution-focused customer service has been a good way to improve the customer experience for many years. No matter what your product is, a good service builds trust for your customers. It also determines whether customers will be regulars, whether they will choose you over your competitors, and whether they will recommend you to their friends/family. That's why it's also crucial to place the right people on your support desk, live chat, or wherever your customers turn for questions and issues. You can work with people who can turn a grumpy customer into a buying question, resolving a complaint, a clear explanation of a nuisance, and turning a grumpy customer into a happy, loyal fan of your brand.

You can provide good customer service with an app that collects customer histories across all channels in one place and provides personalized responses. Because people react in different ways. Therefore, not automatic, personalized answers are not just another ecommerce trend, but a way to connect with your customers and earn their trust. As we mentioned before, speed is also an important factor, since every minute of extra waiting time is a loss of customers.

7- Launch New Products Regularly

Capture the attention of your customers by offering new products from time to time. In this way, you can motivate your customers to shop regularly or receive services. Especially new products that match customer demands are important to improve customer experience and make customers more loyal. You can determine customer needs based on purchases and reviews. You can develop your new products based on this data. This includes renovating an old product. You can then use email marketing and social media to make introductions, track and analyze results.

8- Offer Subscriptions

If you're marketing products that need to be bought regularly, such as toothbrushes, deodorants, coffee, or any food or care products, you can provide your customers with hassle-free shopping opportunities by offering subscriptions. Thanks to your data, you can analyze how often each customer buys your product and make a sales contract by sending the products directly to them at appropriate intervals. At the same time, if you can attract customers to your subscriptions by doing various campaigns, you can constantly gain customers. A better shopping experience can also occur without customers having to place orders constantly.

9- Map Your Customer Journey

The customer journey is the sequence of interactions a customer makes with a brand when purchasing a service or product. Simply put, it is the entire interaction roadmap, from brand discovery to purchase and beyond. It can therefore be used as a strategy to gain insight into the customer's experience in the purchasing process.

The goal of the customer journey is to measure and evaluate how much you value your customers on the one hand and how you can improve and make their experience with your brand more enjoyable on the other.

Throughout the journey, the customer connects with your brand. All these little moments are called points of contact, and they are points that leave a positive or negative impression on your client. If you are serious about improving customer retention, you should make sure that all of these touchpoints are positive. For this, too, you need to find out what is going well at all these points and what is causing the problem.

Analyzing is extremely important when it comes to positive customer experience. Because already the company's customers have certain behaviors, tendencies, expectations, complaints. When you collect and analyze all this data, you can easily see where you can improve the customer experience. For example, you can improve shipping processes that have negative consequences, and continue campaigns where you get good results. If you also want to improve your customer experience, you can use Komtaş services about the analysis and management of all data belonging to your customers, making improvements as a result of evaluations, you can have happier and more loyal customers.

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