If you are running a company – SME or large enterprise you are probably aware of how important it is to have good customer service. What customers define as good customer service has also changed a lot.
Digitalization and cloud technology has changed radically the way organizations interact with customers. contact center as a service (CCaaS) solutions has evolved to combine these new elements in an intuitive way to help contact centers reach new standards of customer service.
High standards of service help provide the guidance and support customers want and which make them more likely to stay loyal or return with new business. But which customer service characteristics create efficiency and the experiences customers want?
Good customer service is active 24/7. A client must be able to get an answer in real-time on any day at any moment. This is especially beneficial if you run an international company operating across different time zones.
Customer service must make customers feel like they are welcome guests. Interactions should be friendly, empathetic and sincere so customers feel their contact is taken seriously and valued.
Customer interactions rarely follow the same script, agents need to listen and adapt their responses to meet each customer’s unique needs. This means knowing where to find the answers they need or who to ask for help, sometimes agents can help solve simple problems outside their normal role and save the customer a callback or a transfer.
Time is money for a company and precious to busy customers. So every query should be respected and replied to quickly and in such a way as to help promote rapid resolution.
There are two sides to customer service, what the agents see and what the customers experience. The only way to be sure things are working as they should and both sides are satisfied is to ask. Collecting and adapting to feedback helps make sure contact centers are meeting expectations and adapting to changing needs.