Has it ever seemed like your customers know more about your company then your company knows about them? Today’s customer is more well-educated than ever before. It is up to your company to proactively stay informed about your customers if you want to continue to build the relationships necessary for your business to thrive. The tools your company uses to achieve that goal could be the key to success.
For any major investment to become successful, it takes total buy-in from all parties. It is not enough anymore to see each customer as a one-way transaction. The customer-business relationship is about the full 360-degree commitment.
Customer service has become an incredibly strategic investment in the business world. Today’s customers want more information, more quickly than ever before, so it is important to be prepared for the support they will need. Companies that invest in their support service are opening up the opportunity to gain more loyal customers than ever before. Improving service at the support level can better strengthen a company’s customer relationships. Look below for five opportunities to build the service experience for stronger, deeper customer relationships.
Today’s customer expects strong, consistent service and quick responses. Research found that 76 percent of respondents believe customer service quality is the best test to determine how much a company values them. If you don’t track service metrics and baselines, how can your customer service team increase its effectiveness and service? A recent survey found 47 percent of customers surveyed rated the most important element in their service experience as “fast response to inquiries or complaints.”
According to an IDC survey, customer purchases using their smartphone have already surpassed PC purchases, and by 2017, 87 percent of the world will be connected with smartphones and tablets, versus the 13 percent connected via desktops and laptops. And while almost five billion people worldwide are using smartphones, many companies aren’t making the mobile experience or mobile customer service a priority.
The battle between technology and the humans who use it has accelerated companies’ inability to deliver excellence to clients, partners and prospects. Why? Because they’re relying on inaccurate and poor data and systems.
Customer service has become a real dealmaker or breaker for companies. The right technology will set companies up for success, as customers grow expecting quicker, more personalized service. The latest technology will put your company in the driver’s seat for best serving customers throughout the entire buying cycle.
Below are current trends for customer service and the accompanying technologies that will aid in trend achievement.
As companies are solidifying their goals and budgets for 2016, a major topic of discussion will be investing in customer service. Customer service is no longer just a call center, but now encompasses the full post-purchase customer experience and support. In order to keep up with industry developments and continue to stand out from competitors, companies need to expand their offerings in customer service technology. Gartner estimates that, by 2017, over 50 percent of technical development investments will be in customer service innovations.
According to a recent survey regarding the customer experience, 76 percent of customers see customer service as the true test of value. About 70 percent of clients say they do not forgive a bad service experience, leaving a low client forgiveness rate following a negative experience. The high-cost associated with losing a loyal customer is causing companies to realize that optimizing customer service is a critical priority. In order to keep their customer base loyal and happy, companies are investing in opportunities that ensure delivery of a consistently positive customer experience.