Research shows that 92% of consumers will stop doing business with a company after three poor customer service experiences. Of those, 26% will abandon your brand after one bad experience.
When it comes to expectations, today’s buyers are more discerning than ever before due to the many options they now have at their fingertips.
To stand out in your space and encourage loyalty, amazing customer service is a must.
Today, we’re sharing seven features that set top-notch service delivery a head above the rest.
Ready to learn more? Let’s jump in.
It’s no secret that most companies are in business to make money. Yet, that shouldn’t be their main goal for connection. Before you even start down the path to purchase, a company should make you feel welcome.
In a physical location, this means smiling and upbeat associates ready to help. In the digital sphere, it means a user-friendly web design, personal live chat functions, and a follow-up introduction email once someone visits your site.
By 2020, Gartner predicts that self-service business intelligence platforms will comprise 80% of technical service functions.
While there will always be a place for direct associate support, many customers prefer to find the answers to their questions in a quick, automated way via chatbots, content libraries, and more. A great service company understands and respects this, leveraging technology to provide such functionality.
A caller is more than a number and a web visitor is more than an online traffic statistic. Associates take the time to listen to every complaint and empathize with concerns.
Rather than seeking an opportunity to upsell or rushing a caller off the phone, they’re genuine and there to listen, making noncommercial desires paramount over profit.
Studies show that 81% of consumers want brands to understand them better.
The best customer service companies eschew a one-size-fits-all support approach. Instead, they cater their offerings based on the user’s preferences and patterns.
Companies with great customer service aren’t one-man operations. They’re a well-oiled team that has each other’s back.
There is a standards-based system in place that helps associates route calls, organize customer data, and arrange follow-up. In other words, guesswork doesn’t exist.
When someone calls your help desk about a faulty product, are they merely satisfied when they hang up? Or, do they walk away with a thorough solution as well as a full refund?
While your brand has to turn a profit to stay afloat, there are myriad perks, discounts and offers that your customer service team can relay. Doing so can boost customer retention in the long run, which builds your bottom line.
Sure, your customer service company could deliver on all the major checkpoint listed above. Yet, it’s often that little something extra that sets it apart and makes yours the brand that people remember.
From fresh flowers on the welcome desk to an emailed promotional link when someone signs up for your e-newsletter, where can you exceed expectations today?
Especially if you’re a small business, it’s critical that you cater to your customers and are there when they need you the most.
Yet, it can be difficult to juggle the demands of maintaining an office, overseeing a workforce and developing your product or service portfolio. Add to that the challenge of providing amazing customer service, and you’re tapped out.
That’s where we come in.
We offer customer service and call center solutions for a variety of industries, from hardware to healthcare. We can also take the reins on order management, outbound support and more.
We treat your customers like our own and take pride in what we do. Contact us today and let’s take this next step together.