techinfi
It has been a short time since the economy got back to normal. However, in addition to exciting projects, the new normal brings difficulties and frustrations with customer support.
The situation is often tense across all sectors, and economic uncertainty persists. In addition, management and customers demand ever greater efficiency and responsiveness from customer support staff. Customer service executives must, therefore, always remember that support is much more than just solving problems. Customer experience is also a strategic function with far-reaching implications at all levels of the organization.
There’s a lot to do, from prioritizing spend to optimizing the support experience for customers and agents to embracing the latest trends in artificial intelligence. Today, exceptional experiences are expected from brands. The same applies to jobs. Good customer experience is about both the experience for customers and the experience for the team. Brands that put human realities and needs at the heart of their decisions and investments will emerge stronger from these challenges.
Five Steps to higher customer value
- Self-Service: With chatbots and self-service tools, companies can offer their customers and employees good service without expanding support teams. 76 percent of global customers would rather find solutions. A self-service portal offers a variety of resources to get the right answers to questions that arise.
- Real-time engagement: messaging channels such as Instagram, WhatsApp, and Co. are becoming increasingly popular. Customers expect to be able to reach support just as easily as their family and friends. However, most customers also want personalized support, which is why there are many advantages to integrating messenger services into the tool for it. The reaction times should be as short as possible.
- Increase customer support efficiency with AI:Customer support employees need assistance. Investing in AI-based Agent Assist technology reduces the workload of support agents while improving the efficiency and quality of customer support in the company.
- From monitoring to evaluating experiences,consumers will only leave a brand if they are happy with customer support. Companies must therefore pay attention to quality here. Criticism from customers should be carefully evaluated, and the service adjusted accordingly.
- Good support leads to more sales:Sales is no longer a funnel but a cycle. Good support supports customer retention. Customers are significantly more likely to buy from a company again if they have had a positive support experience.
Customer Support: Meeting customer needs
Nowadays, people are looking for exceptional experiences in the brands they choose and the workplace. In the case of a good customer experience, it is also about the employee’s experience. Brands that continue to put human realities and needs at the heart of their decisions and investments will continue to strengthen.
Instead of cutting customer support and experience investments, companies should double them. It is also important for the management teams to work even more closely.
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