Small businesses always have a ton of things going at all times – taking care of their teams and customers, managing multiple projects, and finishing administrative work are only a few to name. Among the hustle and bustle of these daily tasks that spread business owners and employees thin is customer service, the one that you cannot overlook at any cost.
You’ve probably heard someone say that the customer is always right, especially if you’ve had experience in customer service or retail. But have you ever thought about what the statement implies? Who came up with this philosophical note? Does this hold true 24/7? Let’s reveal some of these answers.
Social media is now a valuable part of many brands’ customer service strategies. While you can use almost every major platform like Linkedin, Facebook, Instagram for connecting with your customers, Twitter has become a personal favorite for customers to report any grievances or share their feedback.
“By 2022, we’ll be talking to bots more than our own spouses.” – Deloitte Rapid technological advancements have pushed businesses to make all information available at customers’ fingertips to deliver a seamless digital experience. Customers today prefer to be self-sufficient. 40% of consumers1 now prefer self-service over human contact.
There are many ways to measure customer satisfaction but the most effective way of doing so is by measuring your Net Promoter Score (NPS). You may already be using a few simple metrics such as Customer Satisfaction (CSAT) to monitor how happy your customers are. These metrics can play an integral role in ensuring that your brand consistently provides a great customer experience.
Brands are going above and beyond to attract and keep their customers engaged. Think about it. A well-timed festive offer by a brand you like brings a smile to your face and lures you to hit ‘Buy’. Remember those points you redeemed for a great price slash? Or the kit of goodies you received from your most loved brand at your doorstep?
Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can you improve existing processes, make better staffing decisions, and ensure customer happiness. The best way to get these insights is by measuring customer service key performance indicators or customer service KPIs. In this article, we’ve covered everything you need to know about customer service key performance indicators.
According to the latest McKinsey report, the pandemic has redefined online shopping for the customer. Enter, omnichannel retail. With a drastic move to online stores, around 40% of customers have switched brands to those who are better equipped – not just in back-end logistics, but in terms of their customer experience as well.
