Many a company has either failed to get off the ground or even driven itself into the ground because of poor customer service. That’s why we teamed up with Merchants to bring you some tips on how to up your customer service game.
According to a report by econsultancy.com, poor customer service costs the United Kingdom economy around £15-billion annually. The study also showed that a considerable 73 percent of customers had ended their relationships with companies directly because of poor customer service.
Customer service complaints
The problems customers had included being forced to repeat themselves, being trapped in self-automated lines, waiting too long for service, staff not knowing the customer’s history or value, and not being able to easily switch between various channels.
In today’s technological age, where customers are able to vent their frustrations with a company or brand on any number of public social media platforms, it is often attention to detail that will make your business stand out from among the competition.
There is an abundance of data out there and how you use it is key. You need to put a team together that is just right for you and your business.
Multi-channel support
It’s no longer a case of just having face-to-face interactions with customers in your place of business or having telephonic discussions. What has become the norm is for customers to have the ability to move from one channel to another in a seamless fashion.
One of the keys to offering your customers superior service is ensuring that your channels have one face, where different channels stream together to provide your customer seamless contact with you from anywhere at any time.
Delivering quality, multi-channel service, where the customer can easily switch between devices, and have the company representative they are dealing with know the history of the exchange without the customer having to explain themselves every single time, is just one area in which your business can benefit if you use contact centre outsourcing.
Experienced staff is key
Having a team that can offer experienced customer management can help ensure that your customers always feel heard and cared for.
One of the biggest challenges a business will face is ensuring that it has the right team in place.
With the advances and changes happening at lightning-fast pace currently, your business might benefit from experienced contact centre outsourcing, service desk outsourcing, and customer relationship management and technology infrastructure services.
It is vital to find a partner who can put the right team in the right place, providing multilingual, omni-channel customer experiences by using cutting-edge technology and world-class expertise to deliver digital outsourcing that has global capability.
Article sourced from SA Breaking News
