When customer expectations evolve, so too must the methods involved in providing exceptional customer service. And while providing good customer service has always been important, what defines that for customers has changed.
Customers now want more than a simple interaction; they want to feel that they are known by the brands they choose and that there is a relationship between them and their favorite brands. This means you may need to take a fresh look at your strategies and put in the work necessary to overhaul your engagement with customers and develop relationships. This includes online resources as well as offline resources.
New Needs
What has become abundantly clear is that customers want their needs met immediately. If they’ve got questions, they expect to be able to jump on their mobile device and have that question answered quickly. Many brands are putting more effort into establishing a real-time messaging service and self-service tools for quick and easy answers to common issues.
New Terminology
We’ve established that “exceptional” customer service to most consumers means fast answers to their questions, but they also want more than just speed. They insist that the brands they do business with prove to them that they are more than a number, which is possible by offering more personalized services. Consumers want to feel connected to the brand they show loyalty to and they also want more proactive assistance, which means brands need to get ahead of potential issues and have a solution at the ready.
Measuring the Experience
Establishing goals for the future involves looking at the past. You need to know where you were and where you are now in order to realize improvements in how you interact with your target audience and customers.
Are your customers on long hold times? Making improvements there can certainly lead to happier customers. Are your customer service reps given the training they need to succeed? This is a common shortfall that deserves immediate attention. There is so much that goes into customer satisfaction that outsourcing to a third-party professional contact center to lead the way to improved customer relationships can be critical for your business.
Contact Center Services
While the fast and effective services offered by real-time messaging and other low-impact customer service assistance are important, the best engagement comes from a contact center where trained representatives communicate effectively in a personal and proactive manner. This is where the deepest customer relationships are developed and long-term loyalty can be established.
At Protel BPO, that’s what we offer our clients – more personalized services from highly educated individuals who are motivated to succeed and given the tools they need to feel empowered. Contact us and find out more about how you can save money while improving customer loyalty by partnering with us.
