Customer expectations are on the rise. Over the past two years, expectations themselves have evolved and it has happened very quickly. In fact, people with their pulse on the wants and needs of the consumers know that customer service has become exceedingly important – far more than it was pre-pandemic. Is your company meeting customer needs?
According to a survey conducted in January and published in a report called “The 20022 ACA Study: Achieving Customer Amazement,” the importance of having access to kind and helpful employees, reaching the right person for customer support, speaking to a knowledgeable representative and getting a fast response were all highly important in 2022 and even more so than they were in 2021.
The survey also found that 83% of customers trust a company or brand more if they receive excellent customer service, which is a 4% increase from 2021. It’s also important to note that age matters when you consider your customer service skills, especially for the older Baby Boomer generation. The survey found that Boomers find customer services up to 13 percentage points more important that Gen Z (age 18-25). If your target audience is Boomers, you definitely need to re-evaluate your approach to customer service.
An interesting finding in the survey includes what consumers believe will be important in brands they do business with, in regard to customer service. This includes 24/7 availability, online chat options, completing a customer support session on a mobile device, getting personalized service, self-service options and never being put on hold or transferred. The survey found that younger generations are looking for more mobile-friendly services and intuitive self-service options.
Contact Center Services
Partnering with a professional contact center can be the key to meeting the growing needs of consumers. Contact centers evolve as quickly as consumer behaviors and they do so by keeping tabs on the needs of consumers, which is a never-ending process. When you partner with the right one, you’ll get a huge return on the investment.
Choose a nearshore contact center like Protel BPO as you look to the future of meeting customer service expectations. We have a robust training program that educates our customer service representatives and makes them brand advocates for our clients.
What we’ve found is that when our professionals interact with consumers, they enhance the relationship the consumer has with their preferred brand. This results in increased loyalty and long-term business, which means profits. Furthermore, quality services don’t go unnoticed and are often talked about among friends, family and colleagues. Find out more about how we can improve your relationships by contacting us today.