Phone communication creates connections
Quick customer service is just one example of why the phone remains king when it comes to communicating with consumers. How are your communicating with your customers? Digital forms, emails, phone calls, live chat, and social media are all great ways to for your clients to interact with their customer base—and in most scenarios, it’s a best practice to offer all of the above if possible.
However, establishing and nurturing a human connection is a sure way to improve customer experience. (86 percent of buyers will pay more for a better customer experience!). In fact, businesses that deliver better customer experiences obtain more repeat customers and revenues between 4 and 8 percent above their market.
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Set customer service expectations
Jeff Bezos, CEO and co-founder of Amazon, said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” That explains why you won’t see many phone numbers on Amazon’s site, but we know this isn’t necessarily realistic for everyone. No matter who is at fault, orders arrive in eggplant purple instead of classic black, and it’s up to the merchant to provide their customers with a real-time communication channel to allow themselves the chance to rectify the situation.
We know that people want to talk to people, especially in a customer service interaction. A study by Opinium found that 4 out of 5 consumers prefer human customer service interactions. After all, a rescued customer experience is exceptionally beneficial. Not only will they keep the customer, in many cases, they’ll be more likely to sing your praises in the long-term than customers who were pleased with the services to begin with.
So does that mean you need to hire an entire team to be trained and available around the clock? Not necessarily. It is true that consumers are more impatient and less loyal to brands than ever—64 percent of consumers expect responses in real time. However, get to know your customers and their expectations will give you a better idea of where to focus.
To benefit from having your own customer service department as and when you need www.bamboo-support.co.uk
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