With advancements accelerated by different trends in technology and by the changing preferences of the market, the customer service landscape has become more complex than it has ever been. The customers of modern times now demand that their products and services are to be delivered much faster but with something special each time they do business with the brand.
It’s a common notion that achieving customer satisfaction and delight yields maximum results to a company. Otherwise, a dissatisfied customer may not only leave a business but also spread negative word of mouth to others – which can result in potential failure or a negative reputation of the business. This is especially dangerous when you consider the fact that social media has now made it so that customer complaints and ratings can become widespread in a blink of an eye. Suddenly, your business is the talk of the town, and not in a good way.
Despite the digital transformation taking over in the customer service sector, providing a great customer experience remains imperative for businesses across different industries.
Here are the key takeaways on the key customer service challenges of today and how you can solve them to provide awesome customer experience. Following Infographic has been developed by team «Sparkle Training«.
1. Personalization of the Customer Journey – Many businesses fail to personalize their customer interactions, which results in high churn rates, lower customer satisfaction levels, and decreased loyalty.
2. Having a Holistic View of the Customer – If a salesperson has immediate access to all vital information about a customer, they have a better chance of closing the deal with that customer or at least help the customer make an informed buying decision.
3. Ensuring Operational Efficiency – Achieving operational excellence is crucial to providing a quality experience. It is for this reason that personalized experienced will be impossible to achieve without having a systematic and effective approach to each business operation, starting from the backend processes such as logistics to front-end tasks such as sales.
4. Leveraging Different Customer Touchpoints – Many customers these days use more than one channel when reaching a business. With the prevalence of smartphones, customers now have the option to interact with brands through different channels such as email, text, call, chat, and social media.
5. Engaging a Disappointed Customer – With customer expectations much higher than ever, the chance of encountering dissatisfied customers is also high. It is embedded in customer service and is bound to happen to every business regardless of its size. The main issue and challenge are to how to appease these customers, and ultimately keep them in your business.