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Experience shows that a pleasant and satisfying customer experience invariably leads to purchase – in other words when the customer is happy with his interactions with brands and companies, he will be more than likely to switch into it. This is true with old, established companies or products or for the new ventures in the market. Technology has made this interaction between customer and organizations immensely easier.
Conversely, if the customer interactions are unpleasant or negative, chances are that the company will stand to lose customers, even those who have been loyal in the past.
Critical factors impacting sales
Customer service is a critical factor that can impact a company’s sales. It has always been so but with advancement in technology it has been given greater importance today, much more than it has been in the past.
Today, companies have realized its worth and are putting in efforts to serve their customers in the best way possible through different means and via different channels. There are designated teams to look after and manage customer issues – it is no longer just a question of an apathetic response to a disgruntled customer, it is more about customer delight at every stage in order to increase and maintain customer base.
We discuss here, some of the measures being taken by organizations to strengthen customer servicing in recent years and which are expected to gain grounds in the future.
Customers in charge
In the past, companies ignored customer complaints and problems and were none the worse for it. Today’s customers make their dissatisfaction public and loudly tell the world of their issues with brands and organizations they are not happy with – such is the power of the internet. Customers are now in control and companies are cleaning up their act to increase customer happiness.
The power of social media
Social media is a major channel for customer service these days. Every company needs to be out there to be visible to customers, to interact with them, to respond to their demands and queries on a one-on-one basis. It is also a means to let the world know how well they deal with customer problems in real-time. It also makes it easy to accept mistakes and apologize on a public platform, thus showing organizations in an approachable, caring light.
Communication via text messages
Companies now communicate directly with customers via text messages for fraud alerts, payment reminders, travel status, appointments, reservations, sales and discount notifications, special offers and promotions. It ensures instant communication and keeps customers in touch at all times.
Reliability in servicing
Companies are polishing up on their servicing mechanism and providing consistent and reliable service – unlike previously, customer servicing personnel today are trained to handle issues knowledgably and confidently.
Customer servicing app
A much awaited mechanism for customer servicing is a mobile app to deal with customer issues on the go. It saves time and gets the work done in a jiffy.
Investing in customer servicing mechanisms and tools is no longer an option today. They are critical for customer delight and hence for increased sales and profits for organizations.