Did you think you would see a day when brands would use WhatsApp to have service conversations with customers? Or that customers would actually prefer not speaking to human agents? The unpredictable nature of technology means that you should always be on the lookout for emerging trends, or you’ll face the risks of dealing with obsolete processes.
The ever-rising demand for digital-first engagement has made customer experience a major brand differentiator in 2020. This demand for customer experience has encouraged an ‘influencer’ culture, which has CX leaders from various industries share best practices and innovative thoughts. Customer experience influencers like Neil Patel, Shep Hyken, and Jeanne Bliss are looked up to for guidance by companies and individuals wanting to provide to their customers moments of delight.
As you embark on a new decade, you might want to take some of these apps along in your quest to wow your customers. These apps will not only ease your workflow to let you focus on what matters the most — customer experience — but also help you get more efficient at your job.
Every growing support team needs a standardized customer service process. Without proper guidelines in place, your agents would be left in the dark, not knowing how to approach an issue – leading to duplication in effort and a delayed response time for customers. While using a ticketing system can help automate certain actions, it is unlikely to solve your team’s productivity unless your agents follow a documented customer service process as well.
Customer service plays a crucial part in guiding a business to success. You need to have well thought out customer experience goals from the inception of your business, and have a game plan on how to get it right. So, it’s very important that you pick the right customer service application based on your business’s vision and requirements. However, with a slew of applications available for customer service, how do you know which one is perfect for your team?
In our previous blog on video support, we discussed how video technology is changing the customer support landscape. In this article, we’ll take a look at how video technology can help boost the customer support you provide. We’ll also take a look at the technology required to offer video support.
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.
