Customer Service in 2020 – Tips, Tricks, and Must-Dos for Customer Service Management
December 4, 2019
Know About Customer Satisfaction Strategies & Customer Service Management.
The world has become a competitive market for businesses. In order to maintain a consistent edge over the competition, companies have now shifted their focus in delivering exceptional customer experiences.
Customer service Management has been a critical piece for the business success puzzle. Organizations today are in a hurry to deliver the most personalized and customized tech savvy customer experience for their customers. There is a bid to retain the customers for a long time.
A recent survey that was done has predicted that by the end of 2020, customer experience and customer service management is going to be the key differentiating factor for different brands even before their products, their prices and services are considered. The survey confirms that around 86% of customers do not mind paying a higher price if they get good customer service experience.
These statistics have been pointing to the fact that customer service Management is tangible and a crucial aspect for any business today. Exceptional customer success is the driving factor for a business to be steered to the success destination.
This year we can see some major reforms in the way customers are serviced. The different methods as well as modes through which these customer services are delivered.
Here are some of the key actions that business is promising this year to lock in their customer with excellent services.
Embrace Customer Persona:
Customers have evolved just as business processes and technologies have evolved. Today business is not just compared to its current competitors but to every business that provides exceptional customer services Management.
Organizations and companies have been setting exceptional customer benchmarks and the businesses are coping to keep pace with it. When customer service management completely understands the meaning behind many customer personas. They will be well-capable to handle each service request with the ultimate proficiency.
Exceptional customer service management can be easily ensured the communication is centered around the individual customer instead of a vague customer retention idea. By noting down different customer personas and getting to build different services strategies for each of them, the business has been excelling at their service games.
Resolving to speed:
A quick resolution has always been a keen and important aspect of great customer satisfaction strategies. Customers do not like to wait in a queue before their number comes up to be addressed and their queries heard.
They will instead try other businesses. Respecting the time that the customer gives to you is one way of ensuring that companies can take to deliver exceptional customer services. Self-service provisions that are able to help customers resolve their issues on their own. Also are a great way to a speedy resolution.
Organizations work tirelessly to solve their customer queries by introducing FAQs related to their products and services on their website. This is able to ensure that only real and genuine problems are able to get to customer service professionals. And tiny queries are answered through the FAQ section.
Investing in Technology through Customer Service Management:
Gartner has predicted that this year, about 50% of the organizations will fully focus their investments on customer service innovations.
This can include a large sum of investments done in chatbots and other AI-based technology in order to serve customers better and provide personalized customer satisfaction strategies. Chatbots have been widely in use today as conversation initiators in the customer service requests.
We will witness a maturing stage in the use of chatbots and things can easily get real with AI. Companies are expected to not beat around the bush and sit down with real-world implementations for leading technologies. Technology has always remained as a forefront of all business processes and customer service is no less impacted by it.
Fitting into the small screens:
Mobile devices has been on the rise in usage by everybody. According to mobile consumer survey done by Deloitte in 2017. Mobile users keep checking their phones about 47 times a day.
That is a staggering number given the busy lifestyle that people endure today. The main point of the statistics is the rising population of mobile device users as well as their increasing engagement with a business through small screens.
According to a report published by WOW Local marketing, 66% of customers declared that even they really liked a business or a brand, a badly designed mobile website will still disappoint them. Customer Service Management always relies on the experience that customers have over their mobile devices.
Getting into the customer’s mind through customer service management:
Customer service management is all about listening to the customer’s queries and issues and helping them to solve their issues. Customer service representatives should be trained to listen to the sad, irritated and frustrated customers patiently and help them solve the problems that they encounter.
Listening to the customer who has complaints also helps solve the harder part of the issue. The rest will always be customer communication and resolution which is easily fixable. Once the customer has had the satisfaction that he has been heard out.
Conclusion:
Customers with well-executed customer service strategies have witnessed 92% customer retention.
Personalization of customer experience, the efficient use of chatbots, and ease of usage with social media channels for delivering customer service, and the development of messaging apps for imparting customer service are ways in which organizations plan customer service games this year.
