There has never been a more opportune time to focus on how your organization provides customer service. Consumer needs have evolved and if you’re not meeting expectations on their terms, you may lose customers.
A recent report titled “State of Service 2022” lays out some interesting information about what customers expect from customer service professionals, including the fact that 48% of customers said they have switched brands because of the service they received. The good news is that 94% say good customer service influences their decision to make more purchases with you.
The Overall Customer Experience
It’s important that every interaction with a customer is a quality experience, which is why leading companies go beyond customer service to create a consistently satisfying customer experience. There needs to be consistency where the company culture is in everything the company does, from its social media content to its logos, including customer service. If your customer service team isn’t consistently representing your brand values, you’re missing an important part of the customer experience.
The best-performing brands are consistent, so when a customer reaches out to them, there is no mistaking who they’re talking to and that they will receive assistance that is as good as the products or services themselves.
Do you know exactly how your customers want to communicate with you? Connecting with them on their terms is crucial. Roughly 57% of customers say they prefer to engage with brands through digital channels, which include self-service tools for quick resolutions. This allows them access to simple questions that need to be answered or to resolve basic problems.
And while there are many tools that can be used to assist customers, the preferred communication format is a voice call. Eighty-one percent of consumers say getting in touch with a professional via phone is their preferred method of receiving customer service.
Protel BPO knows how important interpersonal communication is to consumers, which is why we’ve invested so much in our telecommunications infrastructure. Our customer service representatives are using the most advanced tools in the industry and it shows in our ability to connect with customers quickly and easily.
We’re also committed to total buy-in to our clients’ company culture, so when your customers interact with our agents, they feel like they’re interacting with the brand they love doing business with. Contact us and find out more about how we put customer service first.