Thanks to rapid changes in technology, the world of customer service is changing significantly. Consumers expect results at the click of a
button, and if they don’t get those results they will be quick to share their
disappointment with the world via social media.
In today’s fast-paced world, customer service is expected to
be quick to respond and easy to access – at all hours of the day. And if
customer service is second-to-none then research shows that this has a positive
impact on brand loyalty, with results suggesting that 50% of consumers no
longer want anything to do with a brand if their customer service experience
with it is poor.
With all of this in mind, here we bring you 3 effective
behaviours that will enable you to get ahead of evolving customer needs...
Since all ages and generations are now using technology,
it’s essential that your customer support team is available via multiple
channels, such as telephone, email, Skype, live chat, Twitter, Facebook and more.
It’s no longer an option to be available via telephone and think that’s enough;
today’s consumers expect to get in touch with your brand via their preferred
means, and have close to immediate contact with a member of your team.
Further to the above, it’s also important that your
customers get their issue resolved within a short period of time. Time is of
the essence and if a customer is made to wait for too long before their issue
is resolved then you run the risk of angering that customer and potentially
losing them in future. To avoid this from happening, be sure to have a fully
trained customer support team on hand to effectively and professionally deal
with any issues raised by customers, as and when they occur.
Make it your priority to fix the problem
Traditionally, personalisation was considered extremely
important when it came to dealing with customer issues. However your priority
as a business is to deal with the issue at hand using the following behaviours:
Acknowledge the issue
Offer thoughtful advice
Provide a timeline with specific steps detailing
how the issue will be solved
Explain the solution and take the time to answer
As mentioned above, a customer’s issue should be resolved
during the first interaction. Although personalisation is of importance to an
extent, what’s more important is that a solution is reached.
Invest in your team
As technology continues to evolve it remains essential that
your team is able to appropriately and successfully tackle issues quickly and
seamlessly using such technology. When you invest in proper training and technology, your team will be empowered to find appropriate solutions for your
customers without taking too long. This in turn enables them to move on to the
next customer faster than ever before, which reflects positively on your brand
and contributes towards positive brand perception.
Are you doing everything in your power to get ahead of
evolving customer needs?
Need our help?
Here at 8 Ways Media we are experts in helping businesses to
reach their greatest potential. Our team of 80 passionate, creative employees
know exactly what’s required to turn your business into a success, so get in touch today to learn all about our comprehensive strategies that generate