How to improve the customer experience with new technologies

We live in an age of profound change in which customer experience has taken on a major role. Almost a year has passed since the outbreak of the pandemic and Covid-19 has deeply upset our habits, both in the private and public capacity.

When focusing on the work aspect, the approach of companies towards customers has shifted, where consumers, in a period of bewilderment and economic uncertainty, need firm points to rely on.

These fixed points ought to be companies, which have had to renew themselves radically, in order to be at the side of customers consistently and provide efficient services. The key to addressing these significant changes is digital transformation, a process that has been underway for some time, but has undergone an extraordinary acceleration during the Covid-19 pandemic.

Ongoing lockdowns have moved much business online, so companies have had to digitize services and implement their web presence. To this end, we at We Are Fiber have adopted customized solutions and improved the most suitable services to optimize the customer experience, such as after-sales support, which is, perhaps, even more important than the sale itself.

How has the relationship between company and customer changed? 

Customer service has had to adapt to the changing needs of customers, who want instant and relevant answers, without forsaking the human element. Despite the strong digitalization of services, we at We Are Fiber have always paid great attention to values ​​such as empathy, attention to detail and courtesy.

It is estimated that, since the onset of the pandemic, weekly requests for assistance have grown by up to 20%. The volume of requests for assistance changes, but so too does the type of requests. It is therefore necessary to provide answers faster and with a greater degree of specialization.

The standards of customer care are always rising, but it is not necessary to increase your customer service team. It is simply advisable to rely on digital tools capable of carrying out human jobs, especially boring and repetitive ones, to reduce waiting times and costs. 

We evaluate the customer experience with Zendesk data in hand

One of our partners is Zendesk, which has developed software capable of improving customer service, meeting their needs, directing the team towards the most suitable solutions and keeping business processes in perfect harmony.

Zendesk conducted a survey of agents, customers, customer service leaders and technology buyers, collecting data from approximately 90,000 companies using the software in 175 countries. Extremely useful data has been collected that serves to provide valuable advice to companies to develop “ad hoc” strategies in light of the new changes.

Why is customer experience so important? 

E-commerce sales during the pandemic increased by 30%, so competition between online sellers has increased further. What makes the difference? On what basis does a customer choose one portal rather than another for the same price and product quality? The answer lies in the customer experience.

65% of online consumers prefer to buy from companies that offer quick and easy payment methods, while 75% are willing to buy from companies that offer a positive customer experience, even if they may have to spend a little more.

It is no coincidence that our customers have seen the number of sales and the level of user satisfaction increase in parallel during the pandemic period.

Both customers and customer service managers believe the customer experience is more important than it was a year ago, that is, before coronavirus. 50% of customers are even ready to turn to the competition after a single negative experience.

Empathy, inclusion and social: how the customer experience changes

As anticipated, even in an era of strong digitization, customers do not want to lose the human aspect. The service, as well as being fast and efficient, must be friendly and empathetic, as consumers look for companies that reflect their values.

The research therefore shows that 49% of users seek empathy from agents; 54% want to buy from companies that pay attention to social circumstances and that give priority to inclusion and diversity; 63% prefer to buy from socially responsible companies and therefore issues such as environmental protection and the adoption of policies with a social and beneficial background come into play.

In such a broad and diverse context, it is not easy to understand what to prioritize. This is where We Are Fiber plays a role, serving as an omnichannel company that maximizes the resources at your disposal. Indeed, we give your company wings, with specific and targeted services for your sector using effective omnichannel assistance.

To find out more, contact us!