Consider the Most Important Factors
Developing an effective customer support management process depends on knowing the most important factors that serve as the solid pillars of your strategy. Based on these, you can build a quality service that will save you time and money and, we believe, deliver a positive customer experience. Which are they?
1. Personalised Experience
A personal approach, empathy and willingness to solve small and complex problems. The customer needs to feel that they are unique, that their case deserves the most attention, that they are not being placed aside, and that the answers to their questions are not just a set of one-size-fits-all approaches. The most preferred method of communication is still contact with a real person, so you need to build a series of technical communication elements that will make your job easier, but won't prevent the customer from reaching the manpower.
Great customer service improves customer satisfaction by up to 32%, retention by up to 33% and revenue by up to 42%. A staggering 93% of customers buy from companies with excellent customer service. Customer support statistics show that loyal customers are five times more likely to make a repeat purchase and four times more likely to recommend your brand (https://cocoroco.com/blog/companies/customer-support-trends-2022/).
2. Trained Team of Specialists
The professionalism of the team you have goes hand-in-hand with the personal customer experience. The team must be trained, have a set of solutions at hand, should have clear information about products, processes and the brand itself. It is important to work with experienced specialists with an impeccable knowledge base, which you should convey to them.
3. Solution Speed and Service Availability
The ideal is to resolve the case immediately. If the situation does not allow, it is essential to keep the customer informed about the progress of the solution. The present day opens up a range of possibilities for us to communicate as quickly and efficiently as possible. We will look at the different alternatives and their implementation in the article below.
The trend is clear – up to 56% of customers consider communication in their own language as a more important factor than the price of the product itself, and up to 42% of customers have never purchased in a foreign language. That's why we consider total localisation services, including translations, domestic bank accounts and phone numbers, to be a key step that has a direct impact on sales and customer experience.