3 Ways To Modernize Your Business' Customer Service Experience

The overall customer service experience and how companies of today should handle it is fast-changing. Keeping up with the growing demands and expectations of your customers is a challenge each business should have to face in this modern era.

Customers of today are rapidly changing and growing. They use technology on how they deal with companies and brands. Companies should do their best to modernize how they provide customer service experience to meet the changing demands of a wide range of customers in any business industry - here are three ways you can do just that.

Genuine Customer Love

Customers can tell if it’s a bot or a human providing customer service. Even if it is, indeed, delivered by humans, customers still demand a better interaction which would make them feel genuinely understood and respected. Based on a study by McKinsey, 70% of buying experiences are based on how the customer feels they are being treated.

Companies should ensure that customers would receive genuine customer love and if possible, make it as an integral part of their company culture. According to Esteban Kolsky’s study, if the customers are not satisfied, 13% of them will tell to 15 or even more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people. Avoid making your customers feel frustrated by providing genuine customer love. In this way, they won’t leave, or even worse, share their bad experience with others. 

Technology integration

Modern customers have their mobile devices at their disposal every time. It’s more convenient for them if they can find answers to their questions or solve their problems right at their fingertips. According to VisionCritical, 84% of companies who consider themselves customer-centric focus on mobile customer experience.

Companies should integrate applications they can use to make providing and receiving customer service experience seamless. They need to make sure that they integrate the latest technologies applicable to meet more stringent customer service demands while still ensuring efficiency.

Well-structured knowledge management

Based on a study by Forbes Insights, Knowledge management is the top investment area for the coming year (51%), as only 35% of organizations currently deploy this capability. Yet organizations across industries and business models are investing in improving their knowledge capabilities because they recognize its importance in delivering what customers want: consistent answers delivered seamlessly.

As a company, establish a well-structured knowledge management both for your team and customers. 

These are only some of the ways you can modernize the customer service experience you provide. Gartner predicts that by 2018, more than 50 percent of organizations will implement significant business model changes in their efforts to improve customer experience. Don't wait until then. Start making significant changes as early as now.