Delivering quality customer experience became more vital for businesses during the pandemic. Consumer behavior changed as they remain to live in lockdown. With this, most people and organizations were forced to shift into a digital or remote way of running their operations. The work-at-home setup, online shopping and delivery, and virtual communication intensified the surge in digitalization.
However, the connection between people and brands also holds emotional components. The relationship of a business with its customers is built over time, specifically during crises. This means that customers are seeking more than the brand—they are also after the level of experience they could get from the company.
So how can your company keep up with these adjustments? Customer service statistics can guide you on how to stay and stand out in the game. Below are the latest statistics on customer service by Microsoft.
Suzanne Steele, Adobe managing director of Australia and New Zealand, said that customer service should be ready to update and adapt.
“It’s important to strengthen customer relationships in uncertain times, not just think about creating new ones,” Steele says. Enriching the customer experience is key in understanding their needs. A great customer experience strengthens the relationship between businesses and their consumers. Doing so will help your business keep patrons in the long run, regardless of the situation.
Below are the most vital points of good customer service that will help you understand the demands of customers this instant:
The data shows that resolving problems in a single interaction is most valued in having a good service experience. Through knowing this, companies would gain better judgment of how they can enrich the customer service they provide.
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A customer’s bad experience with a company can be damaging. Research shows that 8 out of 10 customers would switch to another brand due to poor customer service. This can negatively affect a business’s profits and reputation.
It is best to check what customers view as the most frustrating aspects of poor service experience. Doing so can help businesses identify gaps in customer satisfaction.
The initial data shows that customers want their inquiries resolved during a single interaction. It is no surprise that what frustrates the customers the most is an agent’s lack of knowledge to fix their issues.
Understanding your clients’ perspectives on customer service will help build a better relationship with them. As a result, it will enhance brand loyalty and help your business grow.
Here are the two general points that you can take note of to enhance your customer service:
Customer service has become an essential part of any business now more than ever. However, this is not the only thing that matters. At times of challenge, firms must focus more on their core competencies to strengthen their business. Yet this has become a challenge as more business operations are still in remote settings and skeletal workforce to ensure safety.
Fortunately, outsourcing is one business practice that was able to adapt immediately during this health crisis. Most outsourcing companies provide work-from-home arrangements ever since, especially in the Philippines. Outsourcing companies in the Philippines were allowed by their government to have 50 percent of their workforce on-site. The other 50 percent of their workforce is working from home.
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The essence of outsourcing is to provide cost-effective services that will support businesses in their daily operations. Moreover, it aids the company’s growth by giving them the freedom to focus more on other functions, especially with the overall management. Even before the pandemic occurred, outsourcing companies already were more advanced with their news trends, a wide range of solutions, and well-trained workers.
Having a glimpse of the benefits of outsourcing your customer service, it all boils down to choosing the right partner for you. A well-established and experienced partner with an exceptional customer service support record will be an ideal choice.
SuperStaff is an outsourcing company that serves companies in the Philippines, the United States, Europe, and Australia. In 2009, our parent company, which happens to be our first client, needed a BPO provider. Yet, we could not find the right call center partner for them. So we created our own to work as the firm’s in-house BPO. Since then, we have added technical and customer support and other services on multiple platforms. We provide solutions that recognize global industry standards.
We provide multi-channel technical support, IT, Help Desk, and more outsourcing solutions.
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