Customer Care Solutions: Which one is right for you?

Companies are giving more and more importance to customer care solutions. Customers experience has become one of the deciding factors in customer loyalty. Nowadays, the quality of customer service is sometimes more important than the quality of the products and services themselves.

But how do you know which one of the customer care solutions is right for your company? Every customer is unique, and everyone will have unique needs. What might work for one customer, wouldn’t work for another. And, while some customers are patient, others are not. Here are some tips about how to choose the best solution for your company.

Understand your customer's needs

To understand what customer care solutions are the right ones for your company, you need to analyse your customer's needs first. To do that, you can either analyse your industry's benchmarks or conduct your own study.

According to a Zendesk study,  clients prefer to use more than one service channel. The same study has also predicted live chat as a growing platform that is quickly surpassing email and web form support. B2C companies are increasingly adopting omnichannel as their primary approach. This is because they have more diverse clients and also a bigger customer base.

Understanding your customer's needs is no easy task. To get started, you can start by analysing your target customers as well as your customer base demographics.  What age groups do they belong? How much free time do they have? What do they expect from your company? What is their most preferred contact method?

You can analyse these points by taking a closer look at your current database or CRM. However, you can take this a step further and speak to them directly. A reliable way to do so is by creating and sharing feedback surveys with them. If you have a clearer idea of what your customer's expectations are, you can exceed them more efficiently.

Customer Care Solutions

In a past article, we have outlined the main customer care types to help you get started. Here, we will analyse these customer care solutions' types from a client perspective.

Self- Service Support

Customer Self-service support enables clients to search and find a solution to their problem themselves. It includes FAQs, community service, automatic task management platforms, etc. This solution is great for Technology companies as well as for companies with a very big customer base.

However, having a self-service solution is good for all companies, regardless of their customer base size or type. It helps save time and increase the customer satisfaction rates. Sometimes clients have simple questions that they can find answers easily themselves, rather than contact customer support. This will not only make your customers happy, but it will also reduce the volume of tickets that the customer service team handles.

Telephone Customer Service Support

Telephone support is still on top of the most preferred contact methods that customers choose. It is also one of the fastest way to get an issue solved. Telephone makes troubleshooting easy since replying takes less time than with other channels.

When the issues are serious or very urgent, customers prefer to call customer support, regardless of age. Even though millennials are known to prefer technology more and to prioritise online channels, a study conducted by DMG Consulting has shown that they will choose telephone support as their second option, if they can't find a solution through a self-service solution. 

Online Customer Care

Online customer service channels such as email and web forms are used by clients that don't need an urgent reply or are simply looking for more information. On the other side, live chat is used by customers that need an immediate answer. Live chat makes the communications more efficient than telephone support because it enables clients and customer service representatives to share important information and multimedia easily.

Statistics have shown that millennials prefer live chat more than other group ages and are more likely to contact a company through live chat. However, the gap between the customer care channel preferences between millennials and other age groups is closing.

Online customer service channels and especially live chat are very important to companies that need to prioritize sales. Live chat helps companies to convert website visitors to buyers easier than any other channel. It also helps assists customers and guides them through the sales process.

Industries that use online and live customer service channels include Technology, Retail, E-commerce, Food and Beverage, Travel and Leisure, Accommodation, etc.

Omnichannel & Multichannel Support

Most of the time, companies provide several customer service contact methods to clients. This helps them to reach a broader audience and to communicate with their clients through every channel. Multichannel solutions combine several customer care solutions such as email, phone support, live chat, etc.

However, companies that prioritise customer experience and want to improve the customer journey are adopting omnichannel solutions. This means to integrate all the customer service channels into one all-inclusive solution to track and manage them easier. Omnichannel support also enables clients to move from one channel to another in a seamless way.

We Are Fiber

WeareFiber, founded in 2006, has since helped customers all over the world to understand their business needs regarding customer care solutions. We have provided free of charge As-Is and To-Be analysis, taking into account the market, industries, target customers, current solutions in place, culture and language, time zones, etc.

By outsourcing to WeAreFiber you can support your clients through their most preferred contact method and language. As a multilingual BPO, we are able to provide support in several languages, including but not limited to: English, French, German, Italian, Spanish, Greek, Turkish, Albanian, Arabic.

Our customer service support hours are customisable as per your clients' time zones. For example, we can provide 24/7 support to global customers, after-hours and night shift coverage to offshoring customer, or business hours coverage to nearshoring clients.

Our customer care solutions packages are fully customised, combining different customer service channels, languages and working hours. Recently, we have partnered up with Zendesk to provide seamless communication to your clients through several customer support platforms.

Click here if you'd like to request a quote or to hear more about how WeAreFiber can help your business.

info@wearefiber.com

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