Resolving Customer Dissatisfaction: How Custom Software Can Transform Interactions

Some people say a business is only as good as its worst review. Well, they might say that. But there’s real truth to this statement. Keeping on the good side of your customers and clients is paramount to upholding a consistent brand image that speaks to the standards you want to radiate.

More and more each day, consumers demand better, faster, more interesting, and more unique experiences from brands. Businesses compete in a stifled digital space to stand out and offer more. If you’re not using custom software to bring your customers the stand-out experience, you’re in the minority.

Below, we look at where brands normally fall short, lacking the right support tools that custom software could fix in a flash, as well as how custom software development eliminates customer dissatisfaction.

Where are brands falling short?

Poor Customer Service

Dissatisfaction often starts with the way a custom is treated or the interaction they experience with a brand. Long wait times such as queues, being put on hold, and waiting 2-3 business days for a response make customers feel like numbers and devalue the experience. Unhelpful, stressed support staff who lack the needed knowledge to resolve queries and a lack of support channels all contribute to this feeling too.

As a result, the brand’s reputation is damaged, resulting in lost trust and loyalty and poor reviews. 86% of consumers are loyal to brands simply because of excellent customer service—undue stress on customer support teams results in stretched resources and damaged client relations.

Inconsistent Experience Across Channels

Brand designers will tell you about the importance of consistency. This is essential to building a strong brand experience, but it’s even more important when considering customer service. Customers with different experiences across various channels, such as online, in-app, in-store, and over the phone, can become confused, frustrated, and distracted. It’s hard for you to convey the right message, share data, and carry out services.

This inconsistency can lead to a perceived lack of professionalism and draw out processes that could be faster and more responsive. Not to mention your staff will likely have similar experiences and struggle in their work. Integration throughout all your systems is essential.

Difficulties with Navigation or Usability

The usability of your website and apps can impact customer satisfaction too. If your platforms are difficult to use, with complicated navigation and dead ends, your customers will be encouraged to give up and go elsewhere, to brands with more user-friendly interfaces.

68% of customers are willing to pay more if they know a brand offers good experiences. Enhanced system connectivity is essential to ensure customers can follow intuitive pathways, find the things they want, see relevant recommendations, and leave with a positive memory of their interaction with your brand.

Lack of Personalizatio

No customer wants to feel like just another sale. Generic responses, sub-par communications, and irrelevant information and offers make customers feel undervalued. Providing an experience that assures them of their unique value to the business is key.

Lower engagement rates are seen when brands treat their customers and clients like numbers instead of humans. Personalised experiences are the future of customer service.

Concerns About Privacy and Security

In healthcare, finance, and more personal services, privacy and data security are paramount, not just for protecting their customers but for meeting UK regulations. Any doubts about the security and validity of your platforms can send customers away and lose you crucial sales, not to mention brand image. Security apprehensiveness can stem from difficult-to-use systems, unprofessional user interfaces, and convoluted processes.

But not just banks, hospitals, and government organisations need to worry about security. Anywhere money exchanges hands, customers will expect the right cues to tell them it’s safe to enter their data. If you operate an eCommerce platform, even if it’s a small online shop, good software privacy and security are vital.

Ways Custom Software Development Can Lead to Better Customer Experiences

So what does a customer service experience look like when it’s powered by intelligently designed custom software? Custom software is just that: custom: bespoke software developed to meet the exact, unique needs of any particular business. Here are some improvements you could expect.

• Personalised experiences: delivered through granular analysis of customer data to produce tailored recommendations, enhancing relevance and personal connection.

• Streamlined customer support: integrating AI chatbots and virtual assistants that can close the gap in response to customer queries, reducing wait times and resolving issues quickly to create smooth processes.

• Omnichannel integration: bringing together all platforms to create seamless, consistent and scalable experiences that don’t get drawn out, lose context, or become inconvenient and frustrating.

• Better user interfaces: with specific preferences and settings to suit the needs of each unique customer, thereby targeting a wider audience without losing individual connections. Productive, intuitive software to make task completion more satisfying.

• Improved feedback capabilities: tools for sharing opinions and gathering data to make customers feel more valued and heard and to help the business understand pain points better and grow, making more informed decisions.

• Updates in real-time: tracking for orders and appointments and updates to services and prices. Keeping customers informed and taking advantage of opportunities to upsell.

• Inclusivity and accessibility: designs with inclusion in mind, considering all backgrounds and ability levels.

• Integrated loyalty programmes: manage loyalty programmes that provide genuine value and reward customers in relevant and memorable ways.

• Transparency with transactions and security: robust measures and clear communication to help build trust in the brand and confidence in online transactions.

• Better mobile experience: mobile app development creatively designed to meet the needs of consumers as engagement rises.

• Incorporation of AR and VR: immersive, highly bespoke connections with customers to create compelling shopping experiences.

• Self-service capabilities: empowering customers with self-serve actions that allow them to complete tasks at their convenience as your business grows.

• Building communities: providing remote platforms for communities of users to grow, interact, learn, and share experiences to enhance your offering and future-proof your brand.

Custom software development is essential to so many businesses and inevitable in the growth and expansion of most. Talk to us about the challenges in your customer journey and find out exactly how we can help.