The pandemic era showed us that consumers were going online in their search for better and safer ways to transact with businesses. This shift in behaviour means that customer service has become more important now than ever, and organisations must change the way they view the function going forward. Customer service needs to be a crucial part of every company’s growth strategy.
Social media isn’t just the tool of teens—over the past year, it has quickly become one of the fastest-growing channels for customer support, with tickets up 181 percent since the start of the pandemic. Now, more than ever, customers are looking to connect with brands on their favorite social media platforms. In addition to meeting customers where they are, social media is a great method for customer outreach whether or not you pay to promote content.
Customer support is demanding work: You’re on the front line handling queries, issues, and complaints all day. To motivate and retain support agents, companies need to acknowledge their work. Customer service recognition is when the customer service team’s hard work is seen, understood, and valued by the whole organization.
If you're researching customer service metrics, you'll undoubtedly hear a few mentioned over and over, like CSAT and ticket backlog. While these common metrics are useful, they alone can't give you the complete picture you need to boost your customer service game. By focusing on these and ignoring other, lesser-known customer service metrics, you'll miss out on vital information that can help improve your customer service strategy and your team's performance.
Good customer service is the key to business success: A PwC customer experience report even found that customers are willing to pay 16% more for premium service. More importantly, one-third of customers will walk away from a brand they love after a single bad customer service experience. So, what does stellar customer service look like in 2021? According to the same PwC report, 80% of U.S.
Building a useful Customer Service dashboard can be bit of an art. Whilst it might be fairly straightforward to get the first version of a dashboard up and running for your support team, it can take a lot of trial and error to find out what information is useful to have on there, and take things to the next level. Getting it right is worth it though.
