Research by American Express suggests that consumers are willing to spend 17% more on a company that has outstanding customer service. It’s no secret: first-rate customer service is the key to business success. But to excel, businesses should have a customer care plan and ensure that stakeholders have a positive experience at every touchpoint.
In the year 2020, nearly 80% of businesses will use a chatbot in one form or another. Chatbots have become an important part of business growth and the need for these AI-powered bots is only going to increase in the future.
Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains. Five customer support agents may no longer be enough, and it’s time to expand the team to double digits to meet the demand of tickets and phone calls.
Your customers expect you to understand what they want. Not only this, they expect you to know when they want and how they want it. Today, the modern company has no reason for not being able to deliver on these demands. The reason? Data. Data is everywhere, and businesses are well placed to utilize this to improve the customer experience and smash their KPIs. Over 40% of marketers plan to expand their data-driven budgets, and that’s why it’s essential to adopt a data-driven strategy.
It’s well known that if someone is an excellent fit for a support role, they are empathetic and kind to those around them. As empathetic people, support employees tend to take on the emotions of all of the customers1 that they talk to. Not only that, but as people trained in detecting and responding effectively to emotions, support people may even be prone to their own feelings being deeper and more intensified2.
While one minute doesn’t seem like a lot, when it comes to solving problems – conversations with support agents can feel long and drawn out. This can be particularly frustrating when the issues are trivial in nature. There are many situations where customers spend 5-10 minutes on the phone just to find out basic information, such as learning a product’s return policy.
Maintenance is a concept that is common to nearly every industry and business. While regular maintenance can be driven by the company itself, often times businesses rely on their customers to come forward with any degradations that they come up against. Audiovisual companies are no exception. One such company came to us with a set of requirements for their maintenance and upkeep of equipment that they needed to track and manage. In order to do this, we agreed that a ticketing system was the way to go.
B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. However, there is no one right answer for which channels a B2B company should offer for customer support. Below are the core customer support channels for the B2B industry, alongside specific reasons why companies offer them and why they choose not to.
