Ask most people to describe a customer service interaction, and they’ll likely give examples of telephone calls, emails, or maybe even text-based chat. The image of call centers staffed with cheerful agents wearing headsets while multi-tasking between chats, emails, and phone calls have come to symbolize a typical customer service program for many. Not surprisingly – these technologies have dominated the field for decades.
Building a product is no easy task. Coming up with a new idea, hiring people to execute it, and being updated on customer trends can sometimes become a bit overwhelming. While every business tends to be customer-centric, some dreaded questions arise in our minds from time to time.
Customer service is what truly makes or breaks your business. Every interaction your support team has with end-users is essential in shaping their perception of what your brand represents. Customers, at each stage of their journey, expect a good standard of service and will not appreciate slow, unprofessional answers. In fact, we found out that 56% of consumers globally have stopped doing business with a brand due to a single bad service experience in the last 12 months.
The most successful brands in today’s competitive market have one thing in common – they offer outstanding customer support and prioritize customer satisfaction (CSAT). CSAT is largely dependent on customers’ interactions with your customer care department, starting with the first touch. Having the right team is the key to delivering outstanding customer experience.
With just a few hours left for the decade to end, you might be pondering over some of the biggest decisions you’ve had to make in the past 10 years. Whether you nailed those decisions or not, the following 10 Marketplace apps will surely set you on the path to success with your customers and agents alike.
Artificial intelligence has revolutionized customer support all over the world. Thanks to artificial intelligence, businesses have reaped the benefits of smart voice agents, instant call routing, automated email responses, and more. But with the continued popularity of social media as a channel of customer support, it only makes sense to use AI to optimize your support strategy. Here are three ways to reap the benefits of AI and automation in your social customer support –
Every business has to serve its customers – that is the basis on which a successful business runs. But it is also true that businesses have to serve their employees. If a company takes from their employees and gives nothing back, it’s going to leave behind a staff of embittered angry individuals with a sky-high turnover rate.
The life of a support agent is no simple job. Each day they face a ton of queries varying from ‘how-to’ questions that only need a canned response, to complicated issues that require to be sorted out with the help of different teams. The complexity and volume of queries notwithstanding, customers are increasingly expecting immediate fixes to their problems, so much so that 53% of customers expect brands to reply to their queries within an hour of contact.
We’ve all been there – a recent purchase arrived late, you got something completely different than what you ordered, or it came damaged. You’re not happy, and rightly so – you just spent some hard-earned cash on that new product. Time to go to the computer, write a frustration-fueled email and give them a piece of your mind – you’ll never shop from them again!
It’s no secret that how well you serve customers will define your company’s long term success. In fact, great customer service leads to better customer loyalty, higher revenue, and lower costs. But if you have to focus on the customer and become a service-oriented organization, it’s not merely enough to attain a passable grade. You have to strive for service excellence to reap its benefits.
