The era before the web, paradoxically, was simpler for companies. Consumers had few tools to express their disapproval and no say in corporate strategies.
Today everything has changed: with the advent of the web, the consumer is far more informed and prepared and, through feedback, reviews and comments, can determine the success or failure of a product or service. Image damage is greater than ever before, as negative comments travel far more swiftly on the web.
For this reason, it is essential to intercept the customer’s problems, solving them
promptly and with the appropriate tools, such as the cloud, IoT, artificial intelligence and chatbots.
Do you want to know which is the most suitable tool for the growth of your company?
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Customer experience includes a series of best practices to be implemented with the customer. Firstly, a warm and sincere welcome is critical, so that customers feel pampered and perceive that they are dealing with a company that will take care of their needs.
Another highly recommended practice is to use the customer’s name. It is then critical to empathize with the person, listening carefully to his/her needs and problems to find an adequate solution.
The increased demand for contact centers has resulted in some traditional workflows becoming obsolete. Support requests are more frequent than ever before, where many companies, sadly, fail to provide a quick and fast response at all.
Let’s take the example of call centers: a customer who waits a few minutes before talking to an operator gets impatient and begins to have a negative perception of that brand. For this reason, we at We Are Fiber have studied effective and innovative solutions, such as the help desk first and second level IT. With this service, we are able to process the simplest requests quickly, while putting customers in direct contact with professionals and experts for more in-depth information. By way of this method, we streamline the flow of phone calls and provide a faster and more efficient service.
Listening to customers is a key factor in the customer experience. You can use surveys or any other useful tool to get feedback from your customers on the quality of the services offered
In addition to putting the consumer at the center of the project, listening also ensures that you can identify the weaknesses within your company, so being able to understand and implement the changes needed to satisfy your customers.
Remember that customers expect 24h assistance, so you must always be there for them
When you do not have human resources available, technology can step in, such as chatbots, which allow customers to find answers to their questions in “self-service” mode. It is even estimated that 85% of the relationship between the customer and company today occurs without interaction with any human being. In fact, self-service assistance is able to provide an answer to the most frequently asked questions at any time and through different communication channels.
Guaranteeing a valuable customer experience should be a mission for companies that does not allow for pauses or stops along the way. In spite of everything, trivial mistakes are still made that inevitably cause the customer to turn away from the brand and potentially be lost to the company. Incomplete service, poor support, and late responses are among the most common mistakes.
As we know, customers, especially those of the latest generation, want immediate and no-frills answers. In fact, studies have shown that the responsiveness of a company has a huge impact on customer satisfaction. We must understand that the new generations are used to relating on social networks, where communication is instant.
This should be the case with the customer service of your company.
Automation is important, as it allows users to solve small problems on their own. However, this does not mean abandoning customers completely and letting them take care of themselves. If the problem is more complex than expected, the customer must still have the opportunity to interact directly with the company. Even in the age of technology, human relationships continue to play a primary role.
In this regard, it is important to make a clarification. Informal language is usually a winner, as it makes the customer feel closer to the company. However, don’t overdo it to the point of becoming offensive, indifferent or unprofessional. Market research has revealed that formal and professional language, especially when it comes to solving a problem or requesting important information, is certainly preferred by the user, who experiences a greater feeling of competence and seriousness on the part of the company.
Do you want to know more about customer experience?
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