Businesses still often think of the customer journey as a transaction. Even though today’s customer service is indeed customer-centric, some interactions feel like they’re all about the money (technically in sales, it is). They check every customer touchpoints, identify the ones that ruin or improve the customer experience, and make sure customer satisfaction is achieved.
In this changing world, customers are turning to social media to find out more about brands instead of just networking. As consumers flock to this platform, businesses have also started to use social media to market their products and services.
Underestimating the impacts of long hold times can lead to customer churn. Making customers wait for quite a long period may force them to hang up the phone and abandon the transaction.
Business process outsourcing (BPO) allows companies to acquire the right tools and manpower to increase their productivity and improve their products and services. Through this business strategy, you can expand your capabilities without compromising your core expertise.
Mastering the technical aspect of customer service can be difficult. When consumer electronic products and software that are meant to be efficient fail to get the job done, users easily get frustrated. At times like this, brands need to help people make the most of their purchases. One of the best ways to do so is to provide reliable and responsive support across multiple platforms.
As people’s expectations evolve, customer service has become more than just answering calls. These days, to deliver excellent support, brands have to be on top of the latest trends, processes, and technologies. They must consolidate these well to provide a consistent and seamless customer experience across multiple touchpoints.
To deliver great customer service, you must know your customers well enough that you can anticipate their needs. You have to be present at the right moments so that you can walk customers through their most pressing concerns. Being attentive to their complaints is the first step you need to take to exceed their expectations.