Customer Service

Customer service is highly important, an investment from a company into this area is a lucrative one in the long run.

There’s a risk in delivering inadequate experiences from business's, the pandemic didn’t make customers more forgiving if anything, they’re more discerning. It’s clear that consumer expectations have continued to increase, and they are less willing to put up with frustrating experiences.

What does it mean to offer great customer service? That depends on who you ask. Businesses give themselves higher marks than customers do. When customers feel heard and taken care of, they’re more likely to buy from you again. A focus on providing quality service to impact customer loyalty and retention is more lucrative in the long run.

To create quality customer experiences, businesses need to go a step further than offering basic support. The most effective way to keep customers around is not by wowing them with free things or extravagant discounts, but by just making things easy and seamless for them when they need to contact you. That means meeting your customers where and how it's convenient for them. Like on any channel they want to reach you, whether that’s email, voice, messaging, social channels, text, or live chat.

Additionally, it’s vital to connect service teams to the rest of the business as they are the ones who talk to your customers every day. Sharing customer feedback to improve the service experience, companies can meet consumer expectations and are best positioned to drive growth.

Customers can’t stand repeating themselves, and they certainly don’t want to be forced to call you when they’d rather just send a quick message. In fact, they are often more loyal to companies that make customer service easier. They also want empathetic agents, always on support, and personalized conversational experiences. Consumers expect personalization each time they reach out and the companies that equip their agents with tools to have true customer intelligence that know who the customer is, where they’re coming from, and what their issue can deliver high-quality service.