Customer service expectations are changing. Consumer demographics have shifted with the majority of the customers categorized as millennials and generation Z. Moreover, technology has evolved in almost every aspect of customer service as we know it, signaling a change in customer service trends for 2018. In short, customer service has become more complex and at the same time crucial to the success of a company.
Companies often become complacent about their level of customer service. They tend to put support on the back burner and focus on increasing profitability. However, customer service does not have momentum on its own, and the truth is that a foolproof support strategy that pleases consumers can lead to a profit boost itself.
Customer satisfaction can be a make-or-break factor for any business today. The businesses and industries worldwide are growing at lightning-fast pace and people now have more options that can fulfill their needs. So, for any business to gain and retain customers is also becoming a bigger challenge.
In today’s crowded and increasingly competitive markets, a company needs to go the extra mile to attract the attention of the customers. The fact is that whenever customers want to purchase a product or service, they have the option of choosing between two or more vendors who offer somewhat similar prices, delivery, and payment options.
Website support chat is an extremely cost-effective customer service channel. Using online customer chat can result in significant cost savings for a company. According to a survey by Forrester, around 44 percent of customers have stated that getting answers from a live chat agent was the most important factor in making a purchase.
Brand evangelists can be your most powerful marketing tool. They can reinforce your brand message, create a positive perception of your brand, and bolster your efforts to reach the customers. Brand evangelism represents the willingness of your customers to promote your brand by showing appreciation for your product or services.
Co-browsing is the latest buzzword in customer service. The term simply means navigation of the same webpage by two or more people simultaneously. While the concept is simple, its potential implication in improving customer service is huge. Co-browsing results in a visual connection that helps in better serving the customer.
Companies should not overlook improving existing customer value in their quest to improve market share. Statistics show that the probability of selling something to existing customers is about 70 percent while it’s only 20 percent for new prospects. And one of the best ways to sell to current customers is through upselling.
Attracting prospects through effective lead generation is important for a business to flourish. Businesses who nurture leads are able to make 50 percent more sales at around 33 percent fewer costs. One effective way that can help you to grow leads without spending a fortune is investing in a live chat system.
No matter how customer responsive and streamlined your business, complaints are bound to happen. Instead of ignoring them, it’s important to try to alleviate the customer pain by solving the problem. If you dismiss the complaint outright, you are telling the customers that their opinions are not valued.
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