According to a study shared by Zappos, a customer-centric model provides a 20% increase in productivity. This confirms that a new culture of customer service, much more focused on anticipating the client’s needs than remaining relegated to simply solving their problems, can be a winning element.
The new generations know this well. When you interact with a brand you are looking for “something more than just the product”, you are looking for a solid, safe, and exciting experience. However, to ensure customer satisfaction it is necessary to understand that the best experiences are the result of the right tone of voice and a perfectly crafted customer care process.
To best manage the customer support service, it is first necessary to create a workflow that involves not only those who formally deal with clients but also all the company functions that can provide support in finding the right answers to customer questions.
For some, it may be obvious, but when we talk about customer service we are not referring only to the department in charge but to the entire company. From the CEO to the shipping department, everyone must be on the front line to provide a competitive and functional service. Let’s not forget that this is the most important business card, as well as the bond that will allow loyalty.
The success of the entire customer experience depends on the functioning of these workflows and information. Here are five tips on how to improve the process.
The first piece of advice is to spend time with the people who manage or have contact with customers to better identify and understand the possible problems they face every day.
Once the ideas have been clarified, check the formal process and for each touchpoint verify that the actual workflow is in line with the current guidelines and that the support systems are adequate.
Specifically, it must indicate the following:
- Whether new platforms and technologies are used
- If customer care requests are satisfied regularly
- If the time of each activity exceeds the average time indicated
- If the workflow includes all company levels