According to studies outlining the benefits of good customer service, up to 70% of customers will spend more money with a company that delivers excellence – and 97% will tell others about these great experiences. It’s clear just how important this is to business success – so, how to improve customer service?

Step into the future with excellent customer service

Just like so many other areas of our lives, tech is having a huge impact. Technological transformations are taking place across the industry, as companies embrace video conferencing, chat bots, and other exciting new applications. It’s a time of real change.

So check out our rundown of top customer service tips to keep exceeding consumer expectations throughout 2021 and well into the future.

Meet rising customer expectations

“Consciously or unconsciously, customers continue to expect better and better customer service — in every industry, every niche, at every price point.”

These words from Customer Service Consultant, Micah Soloman ring true for business owners everywhere. With companies constantly raising the bar, customers are already getting better service elsewhere – so they expect every business to improve customer service and meet these same standards.

Engage with customers in real time

Customers are no longer willing to wait days or even hours for a query to be resolved. According to research from Forrester, live assist channels and engagement tools achieve much higher satisfaction ratings, and companies are increasingly using visual engagement tools to deliver the real-time service people crave. Video, screen sharing, and co-browsing are all proving themselves as valuable ways to improve customer service – rapidly replacing email.

Create an omni-channel experience

According to a study by Accenture, 89% of consumers experience frustration in repeating their questions to multiple representatives – so eliminating this is one of the most effective ways to improve customer service.

With today’s advances in technology, companies can do this by integrating all their online and offline communications into one omnichannel platform. By uniting text, social, and website under one roof, you’ll guarantee consistent, quality service from the right team member, no matter how the customer chooses to get in touch. And just as important, you’ll create a consistent brand experience that reinforces your identity at every possible touchpoint.

Personalise your service

  • 80% of consumers are more likely to make a purchase from a brand that provides a personalised experience (Epsilon)
  • 88% of marketers say their biggest driver in personalisation is to deliver a better customer experience (Evergage)
  • 70% of consumers say a company’s understanding of their personal needs influences their loyalty (Salesforce)

Thanks to highly sophisticated recommendations from the likes of Netflix, Spotify and Amazon, we’re all expecting brands to know what we want. And we’re coming to demand the same personal touch in customer service interactions.

The stats show just how valuable personalisation is to a business, so one of the best customer service tips is to incorporate this in any way you can. When a customer speaks to a representative, the support team should have details like account information, in-app activity or even video footage of recent sessions to help them tailor their solution. And going one step further, companies can also harness the power of AI to create intelligent self-service tools.

Adapt to permanent remote working

By 2025, an estimated 70% of the workforce will be working remotely at least five days a month. (Forbes)

Customers have been online for a while – and now the service representatives have joined them too. Email, live chat and social media interactions can all be delivered by employees at home, or even on-the-go by smartphone. But with a distributed workforce, it’s vital to have a solution to manage this effectively. Cymphony offers cloud-based solutions that facilitate seamless working from home, with customer service reps able to handle queries through live chat and expert telephone-answering services. Thanks to premium communication tools like this, you’ll improve customer service in any location.

No matter what industry you’re in, you’ll always see the benefits of good customer service. By investing time and resources into the latest technologies, you’ll improve customer service for the long term – leaving a lasting impact to strengthen brand loyalty.

Start improving your customer service with Cymphony

Get in touch with our team today to find out how we can help with our outsourced customer services.

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