The definition of customer service is evolving. Here’s what every service leader needs to know.
What is a Customer Service?
Customer service is the support you offer your customers — both before and after they buy and use your services — that helps them have an easy, enjoyable experience with your brand. But customer service is more than solving a customer’s problems and closing tickets. Today, customer service means delivering proactive and immediate support to customers anytime on the channel of their choice — phone, email, text, chat, and more.
In one word: retention. Happier customers are more likely to continue doing business with you. This helps your bottom line. It’s less expensive to keep current customers than to attract new ones.
Customer service is also a differentiator that sets your brand apart from competitors that offer similar products or services. Service teams not only answer questions; they make each experience personalized to the customer. In fact, 80% of customers say that the experience a company provides is as important as its products or services.>/p>
Meanwhile, frustrating customer experiences contribute to churn. Eighty percent of shoppers will abandon a retailer after three bad experiences, for example. Great customer service is important for your brand reputation, too. After all, customers are quick to share negative experiences with the masses online.
When a company or organization instills the value of customer service and makes a policy of delivering excellent customer service a priority over other goals, everyone wins and the company as a whole succeeds.
This means that customers in any stage of their purchasing cycle and interacting with any department should receive excellent customer service. A bad experience in one department can lose your company customers.
Think of how many times you have stopped going to see a doctor you really like because the experience with the reception staff is a horrible one. The same goes for tech support departments, equipment installation departments, etc. All departments must practice good customer service in order to keep a customer happy.
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With loyalty on the line, service leaders need to master the art of great customer service. These seven best practices will help you harness the right technology, empower your team, and meet ever-changing customer expectations.
CONNECT CUSTOMER SERVICE TO THE BROADER ORGANIZATION
The key is to connect service to your customer relationship management (CRM) system. This will give you a complete view of a customer’s interactions with your company. When a customer reaches out, the agent has all relevant data on a single screen — demographics, order history, preferences, and more — so they know how to help. And they will know who to pull in from another department to help resolve the issue, if need be.
OFFER SUPPORT ON EVERY CHANNEL
Today, great customer service happens everywhere — email, social media, text, and, of course, the phone. No matter the channel, customers want fast, convenient, and high-quality support. Here are the channels every service leader needs to scale support:
Voice: Top Channel
Mobile: Messeging apps & Mobile Apps
Social Media: Social Media Chennels
Email: Second Most Used Service Channel
Self Service Channel: Help Center & Community portal
Chatbots: 24/7 Intouch Service
STRIKE THE PERFECT BALANCE BETWEEN QUALITY AND SPEED
Another way to help agents meet expectations for fast support is through automation. Automated workflows guide agents through the steps to complete an action. You can repurpose these workflows on your self-service channels to help customers complete a process on their own, too. For example, you can walk a customer through the steps to initiate a return.
TRAIN AGENTS ON SOFT AND HARD SKILLS
Agents today must actively listen, exhibit empathy, showcase product knowledge, and deliver a personalized experience to every customer, all while resolving cases quickly. As a result, 55% of agents say they need better training to do their jobs well.
It’s important to provide ongoing training to support agents in their more complex roles. Focus on development of both hard and soft skills including:
ACT AS ONE TEAM
Although agents often work one-on-one with customers, they still need a sense of professional support and camaraderie. Maintain open lines of communication and collaboration. This is especially important with a remote workforce. Daily standups are an easy way to keep everyone connected and united.
TURN CUSTOMER SERVICE INTO A REVENUE DRIVER
Beyond adding incremental revenue, customer service can support your business strategy. Agents glean customer insights and feedback every day. Consider inviting your service team to present customer feedback at company meetings. These insights can yield great product innovations or improvements.
CHANGE UP HOW YOU MEASURE SUCCESS
Here are some best practices to keep in mind based on the five most important service metrics today:
Why Choose Webs Utility?
Delivering Surreal Experiences with our Award-winning Capabilities
We are flexible to the increasing requirements or requests of our clients in the growing need of customer requirement in business ecosystem.
We develop applications and solutions with the minimum risk of cyber attacks and cyber threats.
We offer cost-effective pricing list to build customized applications and solutions.
We make sure to have consistent and effective client communication via email, on-site, on phone, project management software or other digital portals/channels.
Sectors We Have Served
Webs Utility has a prolific history of serving a number of sectors with a cross-platform approach towards building the AI & VI focused web solutions with influential strategies matching the profundity of your business.
Oil and Gas
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