Ritchie Turner, Negosentro | No matter what industry they belong to or the market that they move in, all businesses have to deal with customer service in one way or another. Many business owners believe that what constitutes customer service is answering queries in a timely fashion and with the right attitude – and they’re right, but this is just a small part of what customer service really is. In this age, customer service has grown to be more complex due to the advancements in the development of and the trends in technology, as well as the changing market preferences.
The modern customer is no longer satisfied with the status quo that has defined customer service for decades. Nowadays, the demand that their purchased products and services be delivered much faster and with better handling is becoming a bigger area of concern for both businesses and customers. They also expect something special in return for transacting with the business, whether it be in the form of loyalty promos, special exclusive perks, or some other offer that would entice them to come back for more of the business.
Businesses are compelled to deliver on this expectation. After all, achieving customer delight is widely believed to yield maximum returns to a company – a belief that has very little contenders. A happy customer equals to a successful transformation from an audience to a loyal sale, and they may even unknowingly do your business some word-of-mouth marketing, boosting your credibility to the market. A dissatisfied customer, however, is a PR mishap waiting to happen. They will not only not come back to your business, but will also partly dissuade other would-be customers from transacting with you.
And with the growing dependence of the populace on the digital stream – especially social media – and the existence of online reviewing platforms like Yelp! and features in social media and eCommerce platforms, bad and good press gets around pretty quickly. In particular consideration of negative reviews, many are keen to report horrible experiences they received from a business, especially when it concerns customer service, and when accompanied with photo or video proofs, it can be a particularly tricky matter to resolve.
Despite the digital transformation taking over in the customer service sector, providing a great customer experience remains as the top focus for businesses in any industry.
Here are the key customer service challenges of today and how you can solve them to provide an awesome customer experience today:
- Personalization of the Customer Journey
- Having a Holistic View of the Customer
- Ensuring Operational Efficiency
- Leveraging Different Customer Touchpoints
- Engaging a Disappointed Customer
Learn more about these challenges and how you can solve them with this infographic by Sparkle Training AU.