Most of the time this is the first contact/touch point customers have with brands. And depending on the sector, this is the only contact they will have with the brand. So having that in mind, it does not matter how great the product or brand service is, if customer service is not good, customers will complain about it, and companies will lose their trust and loyalty.
Importance of high-quality customer service have raised in pandemic, in times of uncertainties and constant changes, customers turned to one safe place where they can get necessary information and customer support then needed. So, customer service long time ago evolved from its basic function of just giving information to customer experience – managing the overall satisfaction and brand experience, connection between customers and brands. The shift was made from not what you said but how you make them feel. And this is the new era of customer service. To maintain the highest quality level of customer service requires commitment to meaningful change, willingness to learn and adopt, a team of professionals – customer superheroes – who share these same values and are ready to lead the transformation.
But let us start from the beginning and work our way to what is required to become customer superhero.
Why is customer service important? Based on data from Customer experience impact (CEI) report customers want:
• Friendly employees or customer service representatives (73 percent)
• The ability to easily find the information or help they need (55 percent)
• Personalized experiences (36 percent)
• Brands with a good reputation (33 percent)
Positive engagements create long-standing, loyal relationships, and this is so important to consumers that they are willing to pay for it. In fact, according to the CEI survey, 86 percent of consumers will pay more for a better customer experience.
But when expectations are not met, brands get dumped. With only 1 percent of consumers feeling that their expectations for a good customer experience are always met, it is easy to see why the relationship between brands and consumers often flames out. Poor experiences are due to unmet expectations, leading consumers to take their business elsewhere.
• 89 percent of consumers began doing business with a competitor following a poor customer experience.
• 50 percent of consumers give a brand only one week to respond to a question before they stop doing business with them.
So as conclusion, good customer service is a revenue generator. It gives customers a complete, cohesive experience that aligns with an organization’s purpose. Customer service is the foundation of customer experience and it can engage customers or disengage them, it is up to the companies to invest in high quality customer professionals to strengthen their brands. So, how can we Assist you?