If you’ve kept up with customer service thought leaders in the last couple of years, you know that consumer expectations have evolved. The average customer expects more out of the brands they do business with, but what does that mean for your business?
Keeping up on trends involving customer expectations might take time out of your busy schedule, but it’s important to consider what is driving customer engagement in 2023 because it could impact your customer relationships.
Consumers are looking for authenticity over advertising. Being transparent with your outreach is more of a vital trend today because consumers are watching for content that speaks to their interests.
For example, consumers increasingly demonstrate concern over the sourcing of materials. Arming your customer service department with a deep knowledge of how your raw materials are obtained can help them communicate to customers what you value. This transparency provides customers with the information that can make them feel a kinship with your company culture and your brand.
That’s just one example of how transparency can work in your favor. Customer service representatives need to be armed with the information and tools they need to impress your customers.
Customer Service Excellence
Excellence in customer service only comes from agents fully empowered in their positions. Quality contact centers don’t blindly hand over decision-making power to their employees. They first educate them with the information they need to be of assistance in every possible scenario, and then empower them to make critical decisions. There is mutual trust there that creates an environment that employees thrive in, allowing them to make good decisions for satisfied customers.
Empowering customer service agents is a best practice and the top contact centers realize this and make permanent changes to their operation strategies.
Getting professional customer service help doesn’t have to involve establishing an in-house contact center. Outsourcing can give you many advantages over an in-house contact center, such as significant cost savings. At Protel BPO, we can save our clients up to 60% of what they’re spending on domestic in-house customer services. Contact us and find out more about our approach to creating stronger customer relationships.