Good customer service is more important to an organization now more than ever. Often it’s the only contact a customer has with a company, and, as such, that interaction will directly impact the customer’s perception of your business. It’s a reflection of you, your products and your organization as a whole; which is why providing a stellar customer experience is vital to every business. In fact, more than half (54 percent) of consumers would pay more money for better customer care from their preferred brands, according to the Xerox study, “The State of Customer Service 2015”.
The report, which focused on the technology, media and communications industries, surveyed 6,000 consumers in France, Germany, the Netherlands, the United Kingdom and the United States. In all sectors, countries and demographics, the study found that consumers overwhelmingly placed significant importance on the quality of their customer care experience.
Today’s 24/7 consumers have a timeline of their own, and according to the survey, expect customer support whenever it’s convenient for them--even if it’s the middle of the night. Consumers want an omni-channel experience; that is, they want to use different media platforms to complete any given interaction. Thus, organizations must be more accessible and prepared to accommodate consumers at their channel of choice, which is why your agents must be given the necessary training to ensure they have full visibility and knowledge of all of your company’s channels.
The study also showed that seven in 10 of those over the age of 71, and even 40 percent of Generation Zs were prepared to pay more in order to simplify the customer care support process. Help your agents achieve this by giving them the necessary training tools they need to deliver exceptional service. For example, implement contact center software with a built-in automated coaching system, such as e-coaching, to provide customized coaching whenever agents need it. Identifying and resolving agent issues as soon as they occur can help boost agents’ training process, so that they’re better prepared to provide a more streamlined customer experience.
Brand satisfaction is progressively more intertwined with the contact a company has with its customers throughout the lifecycle. The study reveals that consumers increasingly use their experiences with varying industries to rate the performance of a brand, so consequently, when a customer has a question or product issue, he or she expects a company's contact center to resolve that concern. If not done effectively or in a positive manner, the individual may lose confidence in the company and even take his or her business elsewhere.
This once again emphasizes the importance of ensuring contact center agents are properly trained to provide an exceptional customer experience; because it’s that stellar interaction that may ultimately differentiate your company from its competitors.
To get more information about how to improve customer care in your company, please contact us today!