Call the company's customer service? The consumer does not always want to, and yet, it is by telephone that he wishes to solve his problem. Because, often, customer service is synonymous with incomprehension, expectations, referral to other services. And the consumer, or rather today the “consumer - actor”, hangs up, dissatisfied. It is undeniable that a bad experience with customer service damages the overall image of the company. Not to mention that with social networks and current means of communication, it is very easy for a customer to leave a comment on his experience.
From customer service to customer experience
Nowadays, consumers no longer hesitate to share their experience. Indeed, customer reviews are becoming essential. According to a study from February 2019, 55% of Canadian people have published an opinion on companies, brands or services. However, among these people, 42% use social networks to exert influence. Finally, 1 out of 2 Canadian people consider that they have the right to publicly give their opinion on a brand.
Customer service becomes a strategic issue
This new environment has therefore forced companies and organizations to make considerable efforts in terms of customer service. Today, the customer relationship gives way to the customer experience, a much more comprehensive concept. What does the customer feel during the purchase? Before? After? It should be noted that this new concept includes both digital tools and telephone reception. Indeed, generating satisfying customer experiences requires a global business strategy that is entirely customer-focused.
What a customer really wants
To guarantee a suitable customer experience, it is necessary to analyze the wishes of the customers and to answer them as well as possible. Now, with hyper connection, the consumer is in a hurry. Therefore, he wants quick answers and above all not waiting on the phone, for example. He also wishes to be well received and that his problem be taken into consideration. Therefore, behind all that, there is real work to be done with the after-sales service operators. The more efficient and caring they are, the more satisfied the customer will be. However, the stakes are high because a satisfied customer spends more and will recommend the brand or the service.
Establish an effective and supportive customer service
As a result, to create a positive customer experience, you need to equip your customer service department with cutting-edge CRM and telecom tools. Because they will allow you to have a real follow-up. In addition, to maximize your chances of success, it is necessary to integrate people into it. Since it is the alliance of the two, the digital and the human, which serves the customer relationship. Thus, your customer service will be able to understand and anticipate your customers' requests, get to know them better, take their opinions into account, etc. In addition, all this can be optimized by choosing a call center to outsource its tele secretariat.