In recent years, the face of customer service has undergone a drastic change. Research conducted by Feedback Insights, comprising 400 B2B companies, showed that 70% of them have termed customer service as a critical factor for zeroing in on a partner or service provider.
So, what exactly is driving this change? Primarily brands have come to recognize how low-quality service is costing them revenue. In fact, 66% of businesses reported a lack of visibility being the biggest pain point.
But as these changes take a solid shape, CXOs and CMOs have to keep in mind the major trends that will impact customer service in the coming future. These include a rise in Servitisation, higher demand for self-help models, and AI-based automated solutions, among others.
In this edition of Huddle 2023, our panel provided us an understanding of how great brands can be built through customer service excellence.
Let’s dive in to glean the essence of this discussion
Defining Your Own Customer Service Ethos
One of the most prominent ethos driving custom service forward is the ability to be intuitive and empathetic. A business can benefit by considering the customer’s POV to devise solutions that are a perfect fit for their clients.
Another important thing to keep in mind is to maintain the same level of service throughout the customer lifecycle.
How Significant is Employee Coaching?
Most organizations make the mistake of overlooking the development of customer servicing skills not only for their service representatives but also for any employee facing a customer. Proper training and coaching is required for them to understand the entire spectrum of customer needs and thus develop an empathetic approach. This approach sensitised to a customer’s perspective also helps design unique solutions.
Businesses also need to invest in coaching their customers (too) on leveraging technological tools to reduce their pain points and issue resolution times.
What are the Metrics of Success for Customer Service?
Although customer service is an ongoing journey, there are some key indicators to judge whether you are on the right path. Some of them are:
● Increase in the number of customers joining your business and decrease in complaints.
● High-quality product or service provided to the customer.
● Using customer advocacy and recommendations to attract new business and retain old ones.
How to Spearhead Customer Journey in Today’s Day and Age?
Spearheading the customer journey doesn’t have to be challenging. It is all about being proactive and reaching customers where they feel comfortable.
It also involves regular client check-ins even if all processes are working fine. This shows dedication on your part and breeds trust- a critical component for maintaining a healthy, professional relationship with the customer.
What Does the Future Hold?
As AI becomes more and more potent, a question arises – do businesses risk losing the personal touch?
AI-powered solutions would be associated with automating redundant tasks so that human customer service executives are left with more time to take up productive work.
The time is ripe to forge ahead of your competition by focusing on innovation, holistic development of your employees, and obtaining a thorough knowledge of the client’s KPI.