My Gen Tec

Month: December 2021

  • Best ways to Dealing with complaints and bad reviews

    Best ways to Dealing with complaints and bad reviews

    Dealing with client complaints quickly and efficiently will keep them pleased. Customer service and corporate success are inextricably linked. When companies lower their service standards, they risk negative consequences that have far-reaching ramifications for the entire company.

    HubSpot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue.

    Customer service has always been an important part of developing brand loyalty, in fact, it was the center of the business model that allowed companies like Nordstrom’s and Zappos to thrive.

    What is Bad Customer Service?

    Bad customer service is when a customer feels their expectations were not met. When a firm fails to satisfy consumer expectations in terms of service quality, response time, or overall customer experience, this is referred to as bad customer service. Inefficient support workers, a lack of real-time support, or an inability to comprehend your customers’ demands are all factors that have a detrimental impact on customer service.

    An example of poor consumer complaint not only worsens the existing customer relationships but also endangers the potential opportunities, and obviously erodes the bottom line of your business. According to NewVoiceMedia, an estimated $62 billion is lost by U.S. businesses each year following negative customer experiences.

    Reasons for Bad Customer Service and How to Fix Them.

    Fail to provide real-time assistance : Customers demand responses in quick time. Hubspot research says, “90% of customers rate “immediate response” as very important when they have queries”. It means the response time of the channels you provide should be reasonable.

    Businesses that focus on delivering 24×7 real time support increases customer satisfaction that drives revenue and builds loyalty. Live chat and chatbots are the best communication channels when it comes to delivering real time support.

    Businesses can provide real-time service to customers through live chat. It enables you to launch a proactive chat with website users and clients in order to provide the appropriate assistance when they become stuck on a certain page on your website.

    How to fix it?

    You can use live chat to provide customers with real-time sales and support assistance. It translates to increased sales conversion and customer retention. It also boosts client satisfaction and builds brand loyalty.

    Chatbots can interact with your customers 24×7. They are always ready to answer simple questions, which cuts down on support inquiries and boosts team productivity.

    You can also provide hybrid help to your consumers by combining the two channels. To answer simple questions, use bots as the first point of contact. Live agents can be contacted for queries that require human assistance. By giving customers the best of both worlds, you can see an increase in customer happiness.

    Inefficient customer support team

    If your business is missing out on this factor, it might not be able to offer proactive support, therefore, losing loyal customers and deflecting brand reputation and more customer complaints. This emphasizes the importance of having a skilled and capable support team.

    Follow these guidelines when employing new customer service representatives:

    Make new hires aware of the necessity of providing excellent customer service.

    As part of your customer service training, maintain transparency. When you communicate the goals to your team in a clear and concise manner, they will give it their all to meet the demands and expectations of your customers. What can be done about it?
    Regular training about products and etiquette should be for all employees. It should be consistent across all departments and teams.

    You can share all the important business information across the whole support team to make them aware of the issues and solutions.

    Not measuring your customer service
    Measuring customer service quality is one of the vital aspects of every business. If ignored, it can have a terrible impact on your business. The companies that miss out measuring customer service fail to gain the below benefits:

    Do not get insights into how your business is performing
    Unable to know your customers’ perception of your products & services

    You don’t know what your customers think about your products or services because you don’t know what they think about them.
    Incapable of identifying the gaps between the company and its customers.
    As a result, it has a detrimental impact on your company’s overall success in terms of team productivity, customer happiness, and retention.

    How to fix it?

    Customer satisfaction improves as the CSAT score rises. You can collect feedback in real time, such as just after a purchase, to figure out what is and isn’t working.
    You can either scale your support employees or use chatbots to reduce your response time. When agents are unavailable, bots can handle simple questions 24×7, reducing the quantity of support tickets.

    Final thoughts on poor customer service.

    Bad customer service is detrimental for any business. If your company is customer-centric, on the other hand, providing a superior customer experience becomes the most important goal.

  • Why Online Business Reviews Matter

    Every business needs to be infused with cash to keep running. Businesses are evolving with new techniques to stand out from competitors. This will make them make more profits and see more customers. That is why most businesses use online business reviews, online reviews, or website reviews to improve their operations.

    If you wish to invest in a company, make sure the company will generate more dividends for you.

    For business owners, making profits should not be your only objective. Make it your goal to keep your customers satisfied. When they’re pleased, they will keep buying from you.

    What Are Customer Reviews?

    They are the feedback from customers who have patronized a business. The feedback shows whether the shoppers are delighted or not with a product or service. Your organization has to build good relations with clients. When your customers write reviews to complain about your business, endeavor to be empathic. Empathic communication with your clients shows that you have their interests at heart.

    When clients write positive reviews about your business, send a token of appreciation to them.

    It has been shown that more than 85% of online buyers patronize businesses that have many positive reviews. It simply means that you must amend the present issues and improve your services. Review means to read, evaluate, digest, and apply what you’ve read to your company policies. These are also the steps your customers take before they purchase your products. They carefully consider the pros and cons to get good value for their money.

    Importance of Reviews

    Businesses need to invest in online tools to facilitate reviews. These tools will analyze the reviews, sort them out and notify the necessary department to work on them. State your goals, how you operate, and your return policies. Let them know your business goals, values, and customer assistance plans.

    Rather than wait to ask an agent of your firm any questions they might have customers prefer reading reviews. The reason is that reviews are made by real buyers who have used your products or services. They believed the reviews are more honest, impartial, and real. 

    The following are the benefits of online reviews

    Reviews Bring More Buyers

    Buyers want the assurance that they are not making the wrong choice in trusting your brand by buying from you. They don’t want to waste their time and money on bad products or services.

    Once customers see many positive website reviews, they will try to find out if there are some negative reviews. When they discover that the positive online business reviews outweigh the negative, they make purchase decisions. The customers rely on previous buyers’ experiences with your company. When the new customers patronize you and see that they’ve got value for their money, they’ll write reviews too. Then they’ll acquire more of your products or services in the future. Any visitor that checks your business website will also turn into a paying customer. Gradually, you’re building your reputation and trust among old and new customers.

    Reviews Make Your Business More Visible

    For example: After Buyer A is satisfied with your company, he’s bound to tell people good things about you.

    Another example: Buyer B bought a product but the size of the product delivered is smaller than what he ordered. He wrote online reviews to complain about it. Your company’s representative was online to quickly and respectfully attend to it. The situation was resolved by sending him the right size. Buyer B was also given a 10% discount as compensation for the delivery error. Buyer B is happy with your company and tells everybody how competent, honest, and reliable your company is. Many people who have never heard of your company got to know about it from Buyer B. Hence you started receiving more customers.

    Another way of gaining visibility is when your company is listed on online review platforms. It makes your company website rank higher than others and gets optimized by search engines. You can also get in touch with review websites to add your site for more visibility.

    Review platforms have visitors who check daily to get information about businesses that have the product they want.

    Reviews are Means of Educating Customers About Your Company

    Prospective buyers can get to know your company through reviews. They read through your interactions with your old customers and make deductions. From there, they check if you value your customers and decide about the quality of your products. The customers examine whether your old customers were satisfied with your company.

    Conclusion 

    Getting negative online business reviews is not a good feeling, but you need to use the opportunity to do better. Your website review says a lot about your business. So learn from bad online reviews and rebrand yourself. Never make a rude reply to a negative review.

  • Practice Management Software: 8 Features To Look At

    Practice Management Software: 8 Features To Look At

    Healthcare service providers utilize practice management software to streamline their billing process as well as manage everyday tasks.

    Medical practice management software assists in managing schedules, clinical notes, records, and analytics. It also helps in revenue management, effective communication, and client management.

    As a medical practitioner, it may be difficult for you to manage the administrative related tasks as well as give your patients proper attention.

    But medical practice management software makes it easy for many medical practices to manage their administrative tasks effectively with proper patient care. It also boosts the efficacy of your practice.

    Keeping patient records in a system that does not require manual entry reduces the chances of errors and keeps them organized.

    So, medical practice management software is designed to deal with administrative related tasks.

    Features To Look At In Medical Practice Management Software

    Here are 8 features that you are looking for in your medical Practice Management Software.

    • Scheduling

    Medical Practice management software helps you in scheduling the appointment. This is the important feature that should be included in your software system.

    For clients, it is important to schedule the appointment without any interruption, they never prefer to wait for minutes or hours to book an appointment rather they prefer to book online using their smart devices.

    Look for those features that show your availability so that patients can book appointments accordingly.

    Medical practice management software offers features like a color-coded drag and drop interface and a multi-view calendar and an automated appointment scheduling system and appointment reminders.

    An automated appointment reminder assures full participation. Instead of sending them Emails or making phone calls, it’s best to use medical practice management software to send automatically generated reminders. 

    • Billing Activity

    Medical practice management software not only works for administrative purposes but also helps in streamlining your billing activity to some extent. MPM helps in invoicing and submitting electronic claims.

    It also assists in insurance compliance with the integration of the insurance verification system, it allows you to estimate the payment and verify the insurance prior to appointment, and with an easy editing feature. 

    It will help your medical practice to work efficiently. MPM also assists in your financial analysis so you can better manage your revenues. 

    • Patient Pre-registration

    A pre-registration system is essential in acquiring necessary information related to patient insurance coverage. In some cases, patients are unaware of their financial coverage.

    It’s tough to manage this activity manually. By using the pre-registration method you can store the data and then search it later to assure the eligibility of the patient and make amendments in your report if the patient has multiple or different insurance coverage.

    so medical practice management software also assists you to check the eligibility of the patient and insurance coverage.

    • Record Keeping

    Medical Practice Management software helps in recording complete details of the patient like his name, address, contact, and information related to his insurance provider.

    Keeping records is one main feature linked with medical practice management . As a medical service provider, you need to record the entire medical history of your patient.

    It will not only help you give them better medical assistance. But also these electronically generated data will help you to claim reimbursement from insurance companies. 

    • Secure System

    Healthcare service providers are supposed to deal with tons of patient data on daily basis. While it’s tough to manage records in paper form.

    On the other hand, multiple cyber violations were reported in the past. Due to these violations, many service providers faced serious consequences.

    So, security is an essential feature that should be incorporated in any medical practice management software. Luckily many medical management software provides you with a secure system to operate.

    • Communication System

    It is one of the most valuable features in any software management system. It is based on reducing the communication gap between patients and physicians.

    Unfortunately, communication problems occur on both sides. The patient faced difficulty in scheduling, rescheduling, or canceling appointments.

    While due to their busy schedule the majority of the physician failed to respond to the patient.Which builds a frustrating environment on both ends.

    Luckily, medical Practice management software provides an online patient portal. By using that feature you can effectively communicate with your physician.

    The online patient portal allows patients to have secure access to their data at any time.

     It also provides options for face-to-face interaction. Other features include e-prescribing and internal messaging.

    • Integration

    Every health care system incorporates software solutions. It is necessary for the medical Practice Management Software to integrate well with third-party solutions. 

    The health care system uses a variety of solutions. One of the most prominent examples is the electronic medical record.

    Other systems include Tasks management system, Customer relationship management system, EDI, and others.

    Having an integrated network of software will eventually help your practice to manage administrative activity efficiently.

    So integrating capability is the key in any medical practice management software. 

    • Compliance Capability

     All the healthcare systems under HIPAA are asked to compliant their system with ICD-10 coding. While CMS further demanded service providers who are not covered by HIPAA to make their present system compliant with ICD-10 coding.

    There are multiple software companies that are offering ICD-10 compliant medical management software.

    This compliance helps in securing the system from any possible error and make your data safe under the guideline of HIPPA.

    So if you are looking for the best medical management software always ensure that your system is compliant with the guideline of HIPPA. 

    Conclusion 

    Medical Practice management software is essential for health service providers. It not only helps in administrative purposes but also helps in billing activity.

    Medical management software has tremendously increased the efficiency of health care systems by saving tons of time by eliminating manual working.

    The PMS makes it easy to save and track records. The majority of the PMS can integrate effectively with third-party software and they are compliant with ICD-10 coding.

  • Steps On How To Handle Customers/Consumers Complaints

    Steps On How To Handle Customers/Consumers Complaints

    There is every possibility that many customers or consumers who have been dissatisfied and complained will continue to do business with you. The reason is that complaints can serve as an opportunity to make your customer view your business more positively after you have effectively resolved the complaint. To help your customers have a positive view about your business through their complaints then you should be able to access their complaints and effectively address them.

    What is Customer/Consumer Complaint?

    Customer or consumer complaint is often customer dissatisfaction with their orders to what you delivered. The dissatisfaction can sometimes be due to what you are doing in your company. And sometimes it can be due to customers’ high expectations or assumptions. The complaint might also be a wrong belief in your product or services as a result of misleading advert or marketing. On the other hand, it might be a problem from an external body or third party such as shipping companies. The following steps will help you know why you are getting a complaint from a customer and how to resolve the problem to retain the customer.  

    Quick Response

    A quick response to the complaint of an unhappy or dissatisfied customer will go a long way and so will address the issue quickly. Depending on the situation some customers can wait for you to respond while some want instant response and solution. It will be great to set up a team or individual that will look into emails and comments from customers to see and identify those that need immediate help or solution. 

    Know the Type of Customer You Are Dealing With

    As humans, we all have different beliefs, needs, characters and attitudes so knowing your customer will help you know how to deal with each of them. Some customers contact you often: you need to be patient with them when responding to them. Such customers will be the ones telling people about your products and services when they are satisfied. 

    Some pay for premium service: since they are paying so much they as well demand premium support. Provide solutions to such customers and avoid making excuses.

    Some customers won’t bother to complain about any problem, they will rather take their business elsewhere. There is a possibility you don’t hear from them if you don’t reach out to them often. While some are not scared of speaking their mind. When you know the different personalities of your customer you will be able to respond well and provide the necessary assistance they need.

    Ask The Right Questions

    Asking the right questions from your customer will help you get to the bottom of the problem. It will also help you to see possible ways on how to provide an assistant or resolve the problem your customers are facing. Asking them to explain their problem, give an example and other useful information will be of help. You can then ask yourself why the complaint is important. Ensure you explain why in a situation whereby you can’t handle the customer’s complaint and there is a need to transfer them to another person. You can simply let them know you will be transferring them to a specialist that can help them with their problem.           

    Provide Solution And Ask If The Problem is Solved

    Once the cause of the customer complaint is known and the necessary solution has been provided, you must ask the customer if the solution provided can solve the problem. You can reach out to the customer after some days just to know if your solution works. You can also check feedback as negative feedback can imply the customer is not satisfied or some things that still need to be addressed. Don’t beat yourself up if after you have tried all your best and the customer is still not satisfied. Asking your consumer to let you know if there is anything else you can do for them after providing a solution might be a good way to verify your solution is working. Track The Number of Customers That Bring up Identical or Similar Complaints

    If for a decade you only got one complaint from a customer concerning a particular issue then there is no cause for alarm or need to worry. But if various customers are sending you various messages regarding a particular issue, there is a need to address the issue quickly and find a solution. You need to get a system that can help you identify and track high-volume complaints. To monitor and capture how often the problem occurs and do proper follow up on customers after resolving the issue. For every similar consumer business complaint that you receive, track them and provide possible solutions.    

    Handling Consumer Complaints The Right Way

    Negative feedback is not normal but if it becomes a norm for you know that there is something you are doing wrong. In most cases, it is specific to a particular thing or product. Also, know that no matter how good your products and services may be, certain people won’t like them. 

    Even if you have a great product it is possible to hear a contrary opinion about it from these people. It might even have nothing to do with you or something you are doing wrong. But preparing yourself ahead, maintaining a positive attitude and being able to effectively address customer complaints will help you gain their trust.   

    Conclusion

    Making room for your customer or consumer to express themselves regarding your product and services will help you to serve them better and improve where there is need. Providing them with means through which they can submit a complaint and ask for help or support when needed will build trust and relationships. Knowing your type of customer and dealing with them accordingly will help in addressing their issues and providing the needed solution on time. With the steps provided in this post, you should know how you can effectively handle customer or consumer complaints.