How to build customer loyalty and attract new customers with an adequate strategy
Customer loyalty is an extremely important step for several reasons. First of all, winning a new...
The Covid-19 pandemic has profoundly changed the relationships between people, but also the relationships between company and customer. Indeed, customer care has assumed a role of primary importance, since users need stability and reliability even more than before. If, on the one hand, digital is a treasured ally, on the other hand, we must not forget the importance of the human aspect, at the base of every type of relationship.
We at We Are Fiber have always been in step with the times, paying particular attention to new trends to offer personalized and cutting-edge services. Based on our offers, you can find out how to choose the customer service solution that best suits your company and what strategies to adopt to provide 360 ° assistance to your customers, bringing satisfaction to a percentage close to 99%.
How has customer care service changed after the pandemic?
The outbreak of the pandemic has upset people's certainties. The meaning of customer care has remained unchanged, but the approach towards customers has altered significantly. According to recent research, the average weekly requests for assistance have increased by 20%.
In a report from Zendesk, one of our partners who provides us with innovative software to improve customer service and meet every need, it is noted that companies have had to adapt quickly to the new situation and not always with satisfactory results.
Even while a digital revolution is underway, Covid-19 has led to an acceleration of the digitization of services that is too rapid and unexpected. The result? The answers provided by companies are not always up to scratch or timely, generating severe dissatisfaction among customers.
Users want a fast and convenient customer service, but they also want this to be deeply empathetic and able to solve issues in a short period of time. The quality bar of care customer services has risen considerably and only companies that adopt smart solutions are able to face the new change in the best possible way.
Care customer: the importance of response times
To understand what customer care means, it is essential to understand the importance of response times. It is estimated that the average response time of companies is about 12 hours, a figure that contrasts with consumer expectations. In fact, 88% of consumers expect a response within 60 minutes and 30% within 15 minutes. 62% of companies do not even respond to their customers' emails.
When such a clear discrepancy is created between customer expectations and the actual service offered, consumer dissatisfaction arises, where they inevitably turn to a competitor.
Regardless of the channel used (email, telephone, chat, etc.) by the user, to understand the dynamics of this situation, it is advisable to focus on the first response time (FRT), or the time taken by the customer care employee to provide a first response. Even if the problem is not solved immediately, it is important to reduce response times and still provide useful information to the customer, such as the time it will take to resolve the problem or reasons that could have caused the problem.
The companies that have used our services have seen the FRT decrease by more than 50%, a figure which has resulted in a greater customer loyalty rate and an increase in the percentage of sales. In addition to reducing unanswered service requests, we also cut down on waiting times that generally make the customer anxious.
The benefits of efficient and proactive customer care
Customer experience, as recent statistics and polls show, is an aspect that consumers put first and, for this reason, companies have put it at the top of their strategies.
A quick response makes a customer feel more appreciated and, above all, serves to meet their expectations. A dissatisfied customer most likely abandons the company and is also likely to initiate negative word of mouth that causes detriment to your brand. On the contrary, a satisfied customer becomes a walking positive advertisement, triggering a cycle for the benefit of your brand image.
There is also another aspect to consider. Your customers, if they don't get a response right away, will contact you through another channel. In this way, it doubles the workload for customer care operators, slowing down the entire company productivity.
A quick response equates to less work for your support team and ensures more time to provide quality service. Several studies have shown that consumers are also willing to spend more, if they get accurate, fast customer service tailored to their specific needs.
Help desk, telephone customer service, ticket management and chatbot are just some of the services we put at your disposal to provide your customers with truly solid and efficient support.
Do you want to enter a world of opportunities?