How can you understand how and where your users want to receive support and how quickly you need to respond?
Regardless of the channel used (email, phone, social, chat), every user expects consistent, fast, and personal experiences everywhere and without compromise.
That's why Customer Service agents need to be ready to process all kinds of requests through a comprehensive and always-up-to-date context. Remember that chatbots alone are not enough!
The perfect Customer Service is a mix of details that interact well with each other; it is not just about adding a new payment method, offering a good product or a list of channels available between chat, email and phone numbers.
It is no coincidence that there are still so many businesses that struggle to keep up with user expectations, so we have prepared a guide that delves into the work carried out by Customer Support, where all interactions are part of a single conversation, the one between you and your customer.
The relationship you have with people goes beyond CRM and chatbots, so don't lose sight of the human aspect behind every request and every channel deputed to assistance.
If you have the right tools and if you use them wisely, with technology you can personalize communications and services even when you are dealing with a large number of requests and your team is not very structured.
Technology is just a means to an end; customers don't care what applications you use to work, but the continuity you offer to your conversation.
Implementing digital tools for service or sales inquiries helps you engage users when you need them, with minimal effort, plus it allows you to support the Customer Service Agents, who work hard to ensure the best customer experience.
You will understand that there is no choice between speed and quality when it comes to Customer Service. The recipe for a successful customer experience combines speed with efficiency, and it is only possible if companies organize their work in an agile and flexible way.
Don't miss the opportunity to create an even more meaningful connection between your business and your consumers.
Depending on the size of your support team, interacting on a single communication channel and delivering truly exceptional support might seem safer and easier, but you'd be wrong.
Maybe it might have worked in the past, but the new 2020 Customer Experience Trends, surveyed of 45,000 companies in 140 countries, report that the most productive teams are taking an omnichannel approach to Customer Support and thus achieving better results.
As you'll read in our guide, companies are beginning to view every interaction with customers, across these channels, as part of a single conversation, making the entire experience fluid and effective, with high levels of personalization.
We are not just talking about interactions exchanged through email and phone.
Consider that customers increasingly want to seek answers on their own or, better yet, want to ask a chatbot to do it for them. They increasingly want to interact with companies as they do with family and friends, whether it's sending a quick message or scrolling through Facebook messages.
The approach is fragmented: a customer may start a conversation on Facebook Messenger, pick it up via email, and end it on the phone a week later. Here, then, are self-service resources, SMS, voice, and chatbots becoming the expression of an omnichannel approach.
Is your company ready to communicate across all these channels in a streamlined and simple way to increase productivity and customer experience?
What are you waiting for? Become the company your customers want! Download our free guide on Customer Support now.