When consumers become frustrated with a brand, they quickly turn to another. It sometimes takes only one bad interaction for them to jump ship and seek out better experiences elsewhere. While it’s always been important to please the customer, the evolution of consumer behavior has undergone a rapid change and customer service assistance is more important than ever.
The good news is that when you succeed at meeting customers’ needs, they’re highly likely to reach out to other people and tell them about that experience. But when you don’t meet their expectations, they’re even more eager to warn others away from your brand. The harder you work to improve loyalty, the more your chance of customers returning to do business with your brand increases. A nearshore contact center can help you achieve your goal of exceptional customer service.
Mobile Importance
The percentage of consumers using their mobile phones to make purchases has skyrocketed since the onset of the pandemic. First and foremost, your website needs to be optimized for mobile. Not only do you need mobile-friendly photos, graphics and text to be easily accessible on mobile devices, but you also need to offer an easy way for customers to get the help they need via their smartphones.
Every time a customer seeks out customer support on their mobile device, they need to be met with a fast, smooth and effective experience.
Multi-Channel Support
The faster you can assist a consumer in need, the more likely you are to please them. This means you need to know your target audience, where they look for information, where they go when they have questions and whether you should be focused on one channel over another.
For example, some customers prefer a quick interaction through a chatbot while others prefer email. Social media interaction is the preferred method for some while jumping on the phone and actually speaking with a knowledgeable representative is the only satisfying answer for others. Be ready to “meet” them where they feel most comfortable.
Growing Responsibilities
If you’ve been seeing more chatter online about outsourcing customer service needs, it’s probably because customer service means more to the average consumer today than it ever has, and the only way to give them what they want is to enlist the services of a trained agent with years of experience in delivering top-quality customer services.
At Protel BPO, we’ve answered the call of many brands that need better assistance than they’ve ever had. Our approach is to become an extension of your brand, represent your company culture and make your customers our #1 priority. We can do this because we empower our employees to be the best they can be.
Learn more about how we improve our clients’ customer loyalty and boost retention by contacting us and discussing what it means to personalize the customer experience and turn an average customer into a long-term ally of your brand.
