Great customer support and service can make a massive difference in the profitability of a business. Recent statistics prove customer experience affects customer retention and churn rate. For instance, Zendesk has revealed that more than half of consumers will switch to a competitor after only one bad experience. It also says that 3 in 4 customers will spend more than businesses that provide a better customer experience (CX).
Moreover, customer expectations are changing rapidly. Forbes has revealed its findings from a survey that 86% of agents and 74% of mobile workers say customer expectations are higher than they used to be. So, it’s important to deliver better CX and ensure high customer satisfaction. It’s more than just about providing customer service; it’s about delivering the best customer support and services to help customers stay connected with the brand.
Let’s discuss the key points that can help you deliver exceptional customer service.
Consistency in deliverability: Whether your customers talk to the sales representative, want quick answers to their queries via interactive voice response (IVR), or interact via chat, all they want is a consistent experience on all the touchpoints. They don’t like to be redirected to different teams and repeatedly provide the context of the conversation. But how can businesses achieve this? They need to adopt an omnichannel strategy that can help them deliver consistent experiences irrespective of the channels the customers choose to interact with the company. The best customer support services allow businesses to delight customers with quick and correct query resolutions. It helps them quickly solve their problems and encourages customers to stay loyal to the brand. Customer service connected at the back end with a unified system, such as an advanced CRM, where all the teams can track the customer journey in real-time, helps the business provide an enhanced customer experience.
Trained Agents: We have discussed how a business needs to deliver an enhanced customer experience on all the touchpoints. The representatives must have excellent product knowledge and articulation skills to establish a one-on-one connection with the customers. The agents are the primary contact for customers, and the business’s reputation lies in their hands. Agents can build a customer-centric reputation with their efficiency and interpersonal skills. They must have empathy and active listening skills to deliver stellar customer experiences. The best option is to outsource customer support and service. A customer management company will help build a trained team and ensure the business delivers the best customer experience.
Integration of technology: When we say that to deliver a great customer experience companies must train their agents, it also means to empower them with technology. They need to be educated on leveraging technology in the best possible manner. Today, the marketplace has become so competitive that businesses must be proactive and keep pace with the latest trends. Integrating technology is one of them. For instance, using generative artificial intelligence (AI) has become a game changer. It can help agents learn about customer intent which will help them make the conversation more impactful. Similarly, AI can process large amounts of data and convert it into actionable insights that agents can use to deliver an enhanced customer experience. AI can generate automated responses to routine queries, and provide a summarized version of the previous complaints. It allows agents to optimally use their time in handling complex customer interactions, providing the correct query resolutions, and delivering an enhanced customer experience.
Final Thoughts
If you want to deliver the best customer support and services and ensure customers stay loyal to your brand, you must invest in the latest technology, and agent training. You must adopt an omnichannel support strategy to deliver a consistent experience to your customers. It would be best to hire an expert customer management company that can help you deliver on the service front with high efficiency. You can expect quality assurance, consistency, and standardization by outsourcing customer support services. It will help you in revenue generation, lead generation, and client acquisition because managed services shoulder the responsibility of maintaining a happy customer base.
AboutMyCustomer360
Mycustomer360 is a reputed customer management company that helps businesses streamline their customer support and customer service functions. With a dedicated customer service team, we help companies streamline customer support and customer service, and build a happy customer base brick by brick. We help your company build a strong relationship with the customers, solve their problems proactively, and build brand loyalty by adopting an omnichannel customer support strategy. MyCustomer360 uses the latest technology that complements the expertise of our trained and experienced team. If you are interested in learning how we can help you deliver great customer support services in the Philippines and secure your brand loyalty, feel free to contact us.
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