--- title: "Customer care: how to reach 99% satisfaction" description: It is possible to reach the maximum level of customer care in your company with the services offered by We Are Fiber. Discover the best practices to follow image: https://www.wearefiber.com/hubfs/Imported_Blog_Media/Customer-care-come-raggiungere-il-99-di-soddisfazione-1024x576.jpg --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # Customer care: how to reach 99% satisfaction January 31, 2022 4 minutes to read 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](https://www.wearefiber.com/en/2021/02/18/how-to-choose-the-best-customer-service-solution-for-your-business/) 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?** ![Customer care](https://www.wearefiber.com/hs-fs/hubfs/Imported_Blog_Media/Customer-care-come-raggiungere-il-99-di-soddisfazione-1024x576.jpg?width=1024&height=576&name=Customer-care-come-raggiungere-il-99-di-soddisfazione-1024x576.jpg) 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](https://www.zendesk.it/), 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?** **[Then contact us now!](https://www.wearefiber.com/en/schedule/)** - - - - - [mailto:?subject='https://www.wearefiber.com/en/blog/2021/02/26/customer-care-how-to-reach-99-satisfaction'](mailto:?subject='https://www.wearefiber.com/en/blog/2021/02/26/customer-care-how-to-reach-99-satisfaction') [Social and customer care service](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) ### Recent posts ### Post tag - [Social and customer care service (100)](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) - [Outsourcing and Process management solutions (62)](https://www.wearefiber.com/en/blog/tag/outsourcing-and-process-management-solutions) - [Data entry solutions (27)](https://www.wearefiber.com/en/blog/tag/data-entry-solutions) - [Back office and help desk solutions (26)](https://www.wearefiber.com/en/blog/tag/back-office-and-help-desk-solutions) - [Ecommerce and order management (25)](https://www.wearefiber.com/en/blog/tag/ecommerce-and-order-management) - [Teleselling and telemarketing (17)](https://www.wearefiber.com/en/blog/tag/teleselling-and-telemarketing) - [Logistics management and food delivery (6)](https://www.wearefiber.com/en/blog/tag/logistics-management-and-food-delivery) - [Knowledge base (5)](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [CSR Projects (2)](https://www.wearefiber.com/en/blog/tag/csr-projects) - [healthcare (1)](https://www.wearefiber.com/en/blog/tag/healthcare) See all ## Related Posts ## [CRM can reduce the costs of your company: here's how](https://www.wearefiber.com/en/blog/2021/03/09/crm-can-reduce-the-costs-of-your-company-heres-how) January 31, 2022 **CRM, or customer relationship management**, refers to managing the relationship your business has... [CONTINUE READING](https://www.wearefiber.com/en/blog/2021/03/09/crm-can-reduce-the-costs-of-your-company-heres-how) ## [Why outsource e-commerce customer service?](https://www.wearefiber.com/en/blog/2019/03/25/why-outsource-e-commerce-customer-service) March 25, 2019 A lot of people spend a great amount of time in the virtual environment. Thus, companies'... [CONTINUE READING](https://www.wearefiber.com/en/blog/2019/03/25/why-outsource-e-commerce-customer-service) ## [How to improve the customer experience with new technologies](https://www.wearefiber.com/en/blog/2021/03/02/how-to-improve-the-customer-experience-with-new-technologies) January 31, 2022 We live in an age of profound change in which **customer experience** has taken on a major role. Almost... [CONTINUE READING](https://www.wearefiber.com/en/blog/2021/03/02/how-to-improve-the-customer-experience-with-new-technologies) [![logo bianco WAF](https://www.wearefiber.com/hs-fs/hubfs/logo%20bianco%20WAF.png?width=170&height=54&name=logo%20bianco%20WAF.png "logo bianco WAF")](https://www.wearefiber.com/it) #### [Certifications](https://www.wearefiber.com/it/le-nostre-certificazioni) | ![27002-588x600](https://www.wearefiber.com/hs-fs/hubfs/27002-588x600.png?width=50&name=27002-588x600.png) ![data destruction](https://www.wearefiber.com/hs-fs/hubfs/data%20destruction.png?width=50&height=50&name=data%20destruction.png) ![SOC 2 TYPE 1](https://www.wearefiber.com/hs-fs/hubfs/SOC%202%20TYPE%201.png?width=40&height=55&name=SOC%202%20TYPE%201.png) | ![iso_0000_Livello-3](https://www.wearefiber.com/hs-fs/hubfs/iso_0000_Livello-3.png?width=50&height=50&name=iso_0000_Livello-3.png) ![icon green](https://www.wearefiber.com/hs-fs/hubfs/icon%20green.png?width=50&height=50&name=icon%20green.png) ![soc-2](https://www.wearefiber.com/hs-fs/hubfs/soc-2.png?width=43&height=58&name=soc-2.png) | ![iso_0002_Livello-1](https://www.wearefiber.com/hs-fs/hubfs/iso_0002_Livello-1.png?width=50&name=iso_0002_Livello-1.png)![pci](https://www.wearefiber.com/hs-fs/hubfs/pci.png?width=50&height=50&name=pci.png)   | | --- | --- | --- | #### Contacts [info@wearefiber.com](mailto:info@wearefiber.com) Rruga “Don Bosko”, Kompleksi "Don Bosko", Kulla 7, kati I-re Tiranë #### Company - [Our story](https://www.wearefiber.com/en/about) - [Vision](https://www.wearefiber.com/en/approach) - [Meet our team](https://www.wearefiber.com/en/approach) - [Career](https://www.wearefiber.com/en/careers) #### Insights - [Blog](https://www.wearefiber.com/en/blog) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) #### Services - [**Customer Service**](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket Management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital Customer Care](https://www.wearefiber.com/en/digital-customer-care) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking Office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart Assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [**Back office**](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data Entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data Enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document Management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic Management](https://www.wearefiber.com/en/gestione-logistica) - [Order Management](https://www.wearefiber.com/en/gestione-ordini) - [**Process Management**](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality Audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic Process Automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [**Outbound Marketing**](https://www.wearefiber.com/en/outbound-marketing) #### Industries - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility traveler](https://www.wearefiber.com/en/mobility-in-outsourcing) - [B2B Services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) #### Newsletter ###### Follow us on - [Privacy Policy](https://www.wearefiber.com/en/privacy-policy) - [Cookie Policy](https://www.wearefiber.com/en/cookie-policy) - [Terms & Conditions](https://www.wearefiber.com/en/termini-e-condizioni) Back to top ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "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. 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