Customer Centric Approach: Is A Good Customer Care Service Enough?
“The Customer Centric Model” improves your business. In recent years, this phrase is often cited as...
A company with an effective customer care service satisfies the needs of customers, encourages them to return, and builds loyalty. At the same time, it improves its brand reputation and optimizes productivity, which ensures greater profitability.
Having clarified the importance of customer care, there is a crucial question to ask: what are the main channels to exploit to ensure that your business is always able to assist its customers? The answer may depend on the type of company and the target, but surely you need to take advantage of online and offline customer care tools, which allows you to spread yourself wide in the service of the customer.
If you are wondering about the most suitable customer care service for your company, contact us at We Are Fiber. We have been operating in this sector for several years and know just how to adapt our services to the needs of companies.
Maximum customization and ease of use: the key factors of customer care
Every online customer care or offline customer care tool must focus on two key principles: personalization and ease of use.
Customers are increasingly demanding and expect a service shaped and calibrated to their needs, not only in the purchase phase, but also in terms of pre- and post-sales support. Throughout the purchasing process, consumers anticipate a quality support service capable of meeting the highest standards of satisfaction, including obtaining adequate and relevant answers to their questions.
In the realm of online e-commerce customer care, there is something known as the "click rule": whoever visits a website or an e-commerce site should find what they are looking for within 3 clicks. The same ease of use is required in both online customer care and offline customer care. Users are accustomed to receiving gratification in a short space of time, so when they ask for information or have a problem, they expect their requests to be solved within minutes and without unnecessary waiting.
Read on as we analyze online and offline customer care service tools in the pre- and post-sale context.
Channels to be used in the pre-sale phase
During the pre-sale phase, the consumer is seeking information on a product or service. Your company must therefore be present across all possible channels where the potential user looks for such answers.
The physical touchpoints must be chaired by competent and experienced staff, who have a thorough knowledge of the sector, great problem solving skills, an aptitude for sales, and a talent for interacting with people.
One of the traditional yet efficient channels is the call center, which, through sophisticated technologies and modern systems, is able to get through phone calls at pace, giving priority to those that require greater attention. Nowadays, the service offered to the customer can be more accurate, raising his or her level of satisfaction and generally improving the user experience.
Online customer care relies heavily on social caring, understood as support through social channels. This is where millennials and the so-called Generation X hang out, being those who wish to use social media to obtain immediate answers through direct contact with qualified and competent people.
Similarly, a customer care online chat, associated with other services, such as emails, newsletters or chatbots, must guarantee the same advantages discussed thus far, including immediate and timely answers, or useful and practical advice that provides additional information on goods or services.
Channels to be used in the post-sale phase
After-sales customer care generally concerns the management of complaints in relation to the purchase of a product or service. The governing principle in these cases is customer retention. In addition to finding an effective solution, it must be achieved quickly and according to the needs and habits of the consumer.
Loyal customers, in particular, expect the brand to know their history and preferences, where problems have to be solved speedily.
Especially in the instance of online shopping customer care, it is essential to make use of automated workflows integrated with a CRM. As a result, it is possible to optimize the resources available and better manage customer profiles according to their expectations and needs. The goal is to reduce waiting times and follow a linear process to respond to customer complaints.
Given the channels embraced by consumers (chat, call center, social media, etc.), it is necessary to rely on qualified personnel depending on your business’s particular sector. If the solution to a problem is not instant and takes more time, communication must still be clear. In fact, the response must be transparent, personalized and able to reassure the consumer regarding the resolution of the issue in a reasonable time.
The ideal would be no complaints at all, but errors are inevitable. The important thing is to remedy these immediately in a professional and prompt manner.
We Are Fiber aims to minimize the errors of your company, using highly technological tools and making use of the collaboration of qualified personnel.
If you want to learn more, contact us.
We are ready to listen to your requests and provide you with a quick and effective solution.