Customer service has always been one of the most important parts of doing well in business. As more and more companies move into the digital ecosystem, it becomes even more important to take the right steps at the right times. Why are tailor-made solutions so important?
Establishing Brand Loyalty from the Beginning
An industry study has recently noted that a staggering 81 percent of customers claim that a positive end-user experience will increase their chances of concluding a sale (1). This comes from the fact that customer service solutions help to develop a favorable brand identity while simultaneously fostering trust through clear communications.
Clients who feel as if their unique needs are being catered to will be much more likely to remain loyal over time. This is very crucial, especially considering the competitive nature of the online marketplace.
Easing Logistical Burdens
In the digital world, it can be hard to provide client-focused solutions in a timely manner. Here are some of the hurdles that countless organizations face:
- A lack of in-house staff members
- Burdening employees with multiple customer relationship management responsibilities
- Legacy software bundles that are outdated and/or redundant
- Failing to understand the pain points of the clients themselves
Therefore, it stands to reason that firms have chosen to invest in deploying a CCaaS (Contact Center as a Service) solution, such as Odigo’s. This approach saves time and money while allowing employees to focus on practical concerns such as sales and marketing.
Taking Guesswork Out of the Equation
According to Forbes, up to 96 percent of all clients will migrate to a competitor after only one poor customer service experience (2). However, it is just as important to mention that effective customer service does not encompass interactions alone. It relies upon analytics in order to better appreciate what changes (if any) need to be made.
The issue here is that it can be difficult to collate, examine, and interpret raw data within a frenetic workplace environment. Once again, third-party automation platforms can therefore play an important role. These software solutions can address factors including (but not necessarily limited to):
- IT integration
- CX (Customer Experience) consulting
- Contact center optimization
- Automated call distribution including speed to answer, queues and handling times.
- Quality control and workforce management
This data will provide customer service representatives with the insight and clarity required to make important decisions. As a result, customer issues can be resolved within agreeable time frames.
Embracing the Personal Edge
While businesses are now fully immersed in the digital age, the “human” element of customer service still plays a pivotal role. While customers are often happy to self-serve when dealing with minor issues, no fewer than 30 percent prefer to deal with real-time agents when tackling more complex problems (3).
Businesses that can accept this very organic aspect are much more likely to maintain good relationships with their target audience. This will not only help make sure that customers stay loyal over time, but it will also help brands to stand out from their competition.
Cutting-Edge Solutions for Modern Times
Adopting the proper customer service solutions should not take place only after significant problems arise. Instead, it needs to represent one of the core tenets of any business. When you think about how the next review or rating could make or break your business, you can see how important it is to stay on top of the latest trends.
Sources:
1.https://www.oberlo.com/blog/customer-service-statistics
2.https://www.forbes.com/sites/shephyken/2020/07/12/ninety-six-percent-of-customers-will-leave-you-for-bad-customer-service/
3.https://www.statista.com/statistics/254440/methods-used-to-communicate-with-businesses-in-the-us/
