What is customer service and how is it used?
If you have a company, you will surely understand how important customer service is and know how...
It is important to understand the meaning of the term ‘customer service’, even if we have heard it many times before, perhaps under the name ‘customer care’, ‘customer service’ or ‘customer assistance’.
In addition, what does customer service actually do?
While the names may be fairly clear, very often one gets confused in describing exactly what customer service tasks entail and what it all actually means.
In this article, we will try to clarify once and for all the meaning of customer service, as well as provide advice on better managing it.
What does customer service mean?
Let's start with a dictionary definition:.
Department of the company that provides service to customers after the purchase of a product or service.
So, customer service includes all those series of services that support and assist the customer: in practice, it solves problems.
Customer requests may concern clarifications or doubts about the product purchased, or malfunctions present. Giving the user the solution and solving the problem marks the boundary between a good customer service or a customer who leaves the company behind.
The different channels of customer service
We now understand what it is. But, how does contact with the customer take place?
Customer service uses various channels that vary according to the type and activity of the company.
Here are the primary channels which are used:
Self-service support
With this mode, the user is autonomous and solves problems alone through the resources made available by companies. An example are FAQs or online webinars. This type of customer service offers an important resource, as it reduces many costs for companies, but it cannot be the only way to assist customers. In fact, it must be used as a complement to a more complete customer service.
Telephone support
Telephone support is the most popular customer care solution.
Telephone support is useful for various purposes, such as taking and canceling orders, managing reservations, giving general information to customers, solving problems, selling services and ancillary products, and much more.
A good telephone support service should also include an interactive voice system (IVR). This is a fully automated technology capable of interacting with the calling user and providing all the necessary information, thanks to the storage of previously recorded data and messages. Modern IVR systems are able to provide even more advanced performance, for example by sending greetings to the interlocutor on birthdays or special occasions, making the conversation more “human” and spontaneous.
Online customer care
Today, an online customer service is a must for all companies, regardless of their sector, size and customer target. Technological advancement in recent years has improved timing and made communication possible around the clock.
Customers now rely more on online support to resolve their problems quickly. In addition, companies use online services to reach a wider audience and expand their clientele.
Among the most popular customer support channels is live chat, which allows consumers to contact the company directly via website, email, social media (Facebook, Pinterest, Instagram, Tumblr, Reddit, etc.) and instant messaging support (WhatsApp, Viber, Telegram, etc.).
The necessary requirements for a good customer service
Once you have a clear idea of the meaning of customer service and its various channels, you need to understand the practices and tools to provide an excellent service that improves the relationship with customers and increases trust.
Firstly, it is necessary to respect the customer, who must feel valued and put at ease. It is therefore essential to show interest and empathy towards the customer’s problems, all the while using a friendly and understanding tone.
Another priority factor is honesty, as the customer expects seriousness and transparency from the company. Don't hide anything or promise something you can't deliver.
A customer service must be as linear and simple as possible.
In addition, always remember to thank the customer and possibly listen to his or her advice, as, in this way, the customer will feel pampered and valued.
Don't ignore the customer's problem, much less negative feedback and reviews. Indifference drives a customer away, so you must respond clearly and promptly to everyone, showing yourself available and attentive to every complaint.
We at We Are Fiber offer online assistance, such as live chat and live phone calls, as well as that based on artificial intelligence, such as the chatbot or hybrid chat services (a mix of AI and human presence).
We are convinced that excellent customer service is essential for the success of a company, therefore we offer an innovative service capable of adapting to every need and requirement.
Would you like to know more?
Together, we will find the best solution for your business and, above all, for your customers.
Email: info@wearefiber.com
Telephone (It): + 39 02 42 10 11 22
Telephone (UK): + 44 20 38 70 44 08