Customer service is no longer a service provided only to consumers who have made a purchase, as today’s consumer requires high-quality services in order to become a customer. The vast majority of consumers say that quality customer services are what they rely on to make a purchase. Failing to live up to those expectations will have you working harder to widen your customer base and maintain loyalty.
It might seem, given that a single negative experience with a brand can influence a consumer to jump to a different one, that consumers today are fickle. But in reality, consumers today prefer to have a sense of loyalty to one brand and not have to do the research to find another. Sure, consumers are more willing to cut ties than they were years ago, but they are also influenced by great customer service following a negative experience. In fact, should a problem occur and a customer service agent remedies the issue, their loyalty to the brand can be strengthened.
Meeting Customer Needs
It’s important to know consumer preferences in how they like to communicate with a brand. For example, there has been a jump to more digital options, such as live chat, in recent years. For many industries, live chat allows consumers to gain instant access to answers they need about a product or service. This meets that need for immediate services, provides pertinent information and helps maintain customer loyalty.
Whether you’re offering traditional phone support or support through digital channels, your customer service representatives need to be highly educated on your brand and your customers. Having this knowledge base will give them the tools to succeed.
Partnering With the Right Contact Center
When you choose a quality contact center, the customer service representatives will go through training programs that fully educate them on your company culture, your products, services and who your audience is.
Empowered representatives get that way through strong training programs. It’s an investment all great contact centers make in their strategy for success. Prepared agents are happy agents, which means they are more likely to convey a sense of warmth in all of their conversations with your customers.
At Protel BPO, that’s part of the secret to our success. We carefully select our applicants, ensuring they possess the qualities of a good communicator, and then put them through a training process that essentially makes them an arm of your company. They have all the tools they need to succeed and it shows in the results we get. Contact us and let’s discuss our approach to maintaining customer loyalty.