We live in a connected world, everything from renting an apartment, to getting a ride using your phone, or finding a date, we are just one tap or click away from the solutions we seek. Fast paced lives, coupled with the fastest network availability, believe it or not places the bar of expectations of every consumer very high. Consumers want answers and they want them fast, over a channel of their choice and time is no constraint.
Frantic pace of digital world!
Customer experience is everything when it comes to brand loyalists. What makes your consumer coming back for more is the journey they take with you each time and the connect they have with your brand. To make this journey interesting, and never failing the expectations is paramount to any company’s success.
Customer Support strategy that matches the pace of your customer and your company’s resources
It should not be overwhelming to have an impeccable team of customer support agents who live and breathe your brand. Create a strategy that focuses on the voice, brand value, and the vision that your company has and deliver the same to your consumer. Your customer support line is your first line of defence or support. The real time feedback, or information that your agents have access to and direct communication to the end user gives them deep insights. This data is invaluable and company’s have been using these customer and agent feedbacks to literally shape how the future of the product or service should look like. listening to your customer and acting on what they want gives you a competitive edge. Customer support is not about solving problems, it is about listening, communicating and offering support in all ways possible to make the journey of your consumer pleasant and personalised.
Social media conversations, online chat rooms discussions, review forums, 24/7 customer support line covering email, chat, phone support these should not be looked at as challenges, but an opportunity to connect with your consumer. You are busy doing all the creativity, building next cool things, thinking outside the box and customer support line should not be ignored. It can not be kept to be answered within few hours of day. Millennials are interacting with you or your competitors 24/7. You need to connect and engage in real conversations, offer help and solutions in a more personable way, recommend products or services and personalise the customer experience to stand out from your competition and stop loosing out the consumer who was not reached at the right time.
Millennials connect to the story. Price comes secondary. Your brand needs to convey this story to your consumer from your bottom line to the top hierarchy. We value this so much that we encourage branding, traditions and follow the brand’s culture to create employee experiences that later translate to your consumer support line. When your customer is conveyed the story and culture of your brand at every engagement it makes them a part of your brand just as much as you.
Adapting to rising expectations isn’t easy, but when you integrate technology with the right customer support team it is possible.
Contact us to know more on how we can help your brand create amazing customer experiences!