Customer service should be a key element of all business processes. But customer service as a whole is experiencing dramatic changes as your clients do more and more of their research and problem-solving online. Does your business know how you should be adapting your customer experience processes for today’s digital-savvy buyer? If we can’t convince you, maybe these 20 new stats regarding modern-day customer support will help you to reevaluate your current customer service approach.
Like most marketers, you’re faced with daunting challenges on a daily basis. Your webinars need more attendees. Your company demands more referrals. Not to mention you also crave a more engaged customer base.
We’ve heard it over and over again, how important it is for your sales and marketing teams to align with each other for maximum results and growth. But what about those customer support teams? Don’t they play a pivotal role in working with your biggest marketing and sales asset, your clients? Studies continue to show the importance of your current customers in effective business growth strategies, but yet very few companies report a strong alliance between their sales, marketing, and customer service teams.
Call centers, perhaps they should more aptly be named "discover your inner hulk centers." Arguably the most frustrating part about call centers is that no one seems to pick up the phone, leaving customers stuck on the eternal loop of listening to terrible automated messages or music that is worse than elevator tunes. In a move that is fitting of the Comcast renaming branding fiasco of 2010, call centers are now being renamed contact centers. The question that remains is, "does the name change really mean anything for the future of phone support?"
Customers with special needs or disabilities represent a large percentage of today's consumer population. According to the ADA, over 50 million Americans have a disability, which means that approximately 18% of the population are navigating the effects of some form of disability or special needs. With the U.S. Department of Labor estimating that this population segment has around $175 billion in discretionary spending power, it's a market your business can't afford to overlook.
Customer loyalty is one of the most important aspects of your business. But when customers aren't talking to you about it or making another purchase, how do you really know how loyal they are? What if a lower price, great coupon, or fancy new feature entices them in another direction? Would you even know about it before the customer went astray?
Customer experience programs can help your company build rapport with consumers and turn one-off encounters into repeat visitors. Maybe your customer experience program needs a reboot because it seems to be floundering or its influence has fizzled out. Perhaps it needs a reboot to keep it fresh and engaging. Regardless of the impetus behind its reboot, the following roadmap will help your company devise a better customer experience program.
Companies can easily fall into the trap of thinking their customer satisfaction is going great simply by looking at how many calls were responded to and the speed at which it happened. Especially if the number of support calls are decreasing. What they may not realize is this measurement might be a bit skewed. What a company really needs to be asking is how many of these calls actually closed an issue for a customer in the way they would have preferred it be handled in today's digital landscape?