With ubiquitous access to technology, customers have no patience for delayed response times. Convin indicates 90% of consumers expect an immediate response. Customer satisfaction statistics show that speed is more critical than personalization in specific industries. Whenever and wherever customers reach out, they expect a quick response. What does it take to improve customer service in a way that leads to increased revenue? 1 Responsiveness Secondly, it’s imperative to keep track of and strategically use customer data like preferences, challenges, obstacles, strengths, needs, etc. In other words, get to know your customers. Companies leveraging customer data effectively can improve every step of the customer journey and will thrive in 2025 and beyond. “ ” (Nextiva) The aforementioned strategies hinge upon centralized communication within a company. In other words, anyone on your customer service team should be able to find specifics about any given account in just a couple of minutes. Those specifics include order information, previous communication, accommodations/preferences, and anything else of relevance to meeting a customer’s unique needs. Without this knowledge and insight, a well-meaning team member may face an uphill battle while trying to provide quality service to a frustrated customer. 2 Data 3 Centralized communication 6 in 10 customer service agents say a lack of consumer data often causes negative experiences. 3 in 10 agents cannot reliably access customer information, leading to irritated customers. 3 in 4 consumers will spend more with businesses that provide a good CX. 70%of customers expect anyone they interact with to have the full context of their situation. (Zendesk Benchmark data)
RkJQdWJsaXNoZXIy NzU4OQ==