Today, having the best prices in the market is not enough to reel customers in and earn their loyalty. High-quality service is in demand more than ever. In fact, Microsoft’s State of Global Customer Service Report reveals that a global average of 59% of consumers now has a higher expectation of customer service.
Significant benefits follow when a business is completely in tune with their client’s genuine expectations. In fact, 54% of consumers make buying decisions based on the quality of a business’ customer service. In addition to that, over 19% of those respondents claim that it is one of the greatest factors that would influence their final choice. Indeed, customer service has become a crucial differentiator.
Set yourself apart from the competition by meeting customer service expectations. Brands that figure out the right formula and balance when it comes to client servicing essentials will be rewarded with higher efficiency ratios, maximized operational costs, as well as increased customer approval ratings.
Give your business an edge against your competition by fulfilling your customer’s support wish list. What are your clients looking for when it comes to customer support and overall customer service? Find out in the infographic below.
Customers know that contact centers serve a great volume of clients. It makes sense that being greeted by their names, and being recognized through their past interactions with the brand will make them feel seen and heard, which is key to gaining their consistent, genuine support.
A survey reveals that around 20% of consumers appreciate being greeted by their names, and over 30% expect client support agents to have knowledge of their previous interactions with the brand. Furthermore, approximately 15% of customers want support agents to know their purchase history for a more contextualized interaction. It is also good to note that 27% of clients value customer service agents following up on their experience to ensure that they are satisfied with their service.
In the end, it all boils down to making each client feel special by providing personalized customer support experiences
Customers crave a seamless hand-off based on earlier interactions and absolutely hate repeating their concerns when they talk to a different customer support agent. In fact, over 71% of consumers want companies they purchase from to have knowledge of their previous interactions with them.
It is also important to note that 9 in 10 consumers want omnichannel support because it allows them to have a seamless experience when moving from one communication channel to another; like chat to phone, or text to chat. Brands that recognize the importance of providing seamless customer support systems for their consumers will have an edge over companies that are merely reactive when it comes to client support services.
Clients are not just looking for multiple communication channels. Customers want consistent, high-quality experience with contact centers, and want direct answers once they reach out to customer service agents.
Consumers despite conflicting answers. Unfortunately, 76% report that they receive inconsistent information when they communicate using a different channel, or when speaking to another customer service representative. When providing support across different communication channels, ascertain that you are enforcing clear policies so that your clients are receiving consistent answers from all your available communication platforms.
An increasing number of consumers choose to interact with brands through social media platforms. In fact, 90% of users have already communicated with brands on various social media platforms, and 63% expect companies to offer customer service through social media.
Truly, today’s tech-savvy consumers appreciate that digital channels are able to supply them with the information they need with just a few clicks. It’s no wonder that over 57% of consumers prefer contacting businesses through digital channels like email and social media instead of phoning in.
Social media is now virtually indispensable for any type of business. Take note that customers are likely to spend 20% to 40% more when companies use social media to engage with them. Don’t miss out on that opportunity by failing to set up customer support on social media channels.
Over 28% of clients are looking for customer service systems that anticipate their needs. Customers say that they appreciate reminders about business-related actions, specifically when it comes to sales or discounts, reminders for upcoming appointments, status updates on their orders, and billing.
In fact, 50% of consumers want notifications on upcoming sale events or discounts, while around 46% of clients appreciate reminders for upcoming appointments. Among those surveyed, 42% want status updates on transactions such as purchase orders or applications, and 35% of the respondents said they want to be reminded on upcoming payments.
Needless to say, reactive customer support is no longer enough. Businesses need to step up and provide proactive customer service.
Providing customers with a better way to search and find information online increases efficiency and reduces client servicing costs for businesses. In addition to that, consumers are more than happy to find the information they need themselves.
Users feel empowered when they are able to get the answers to their queries without having to phone in or message a support agent. A report from Salesforce revealed that 39% of millennial clients initially refer to the FAQ section for information. In fact, over 77% of consumers have already used a self-service support portal according to Microsoft.
Clearly, it is critical for businesses to constantly update and improve the Frequently Asked Questions (FAQ) page on their company website.
There is a growing demand for chatbots in the customer service industry. As a matter of fact, over 80% of businesses are already aiming to use the technology by 2020. Don’t allow your business to be left behind.
Clients want improved virtual assistant technology to advise them on simple customer service issues, with over 63% of consumers saying that they are happy to be served by chatbots as long as they can escalate their concern to human agents when needed.
Indeed, customer service bots present excellent opportunities for businesses. They are great virtual assistants that could address multiple, simple customer service issues 24/7. When utilized well, chatbots can even provide companies with topnotch leads that bring in more business through upselling and cross-selling.
Have smartphone systems in place to optimize your overall workflow when taking your client’s calls to save time and effort for both the support agent and consumers. Additionally, providing smartphone systems that could improve both your workflow and your customer’s support experience will increase your client satisfaction ratings by a great deal.
Although over 98% of clients would prefer talking to a real live person than deal with Interactive Voice Response (IVR) or voice recordings, 73% agree that interacting with an automated phone system that can converse and understand them as well as a live support agent would improve their experience immensely. As long as a phone system can understand and lead them to the right answers, 42% of consumers are on board with it.
The secret to providing ideal customer service lies in listening to your consumers and implementing their feedback into your customer experience optimization. This lets clients know that their concerns did not land on deaf ears and that you value their suggestions.
As mentioned, price is no longer sufficient in earning customer loyalty. You may have the lowest price and all the latest technologies in place, but if you do not pay attention to the pulse of your client base, your efforts may be in vain.
Aside from keeping your ear to the ground, give your business an edge by anticipating your consumer’s support needs and expectations. The customer service wishlist above is based on several surveys, let it help you craft proactive customer support strategies for 2020 and beyond.
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