Today, having a great product isn’t enough – you need to have great customer service and support to match. Almost every single customer (96%) is said to consider customer service an important factor in their choice of loyalty to a brand!
So, what kind of service do customers want these days?
As our lives become increasingly digital, both the way businesses provide customer support and what customers expect from brands have changed. The increase in digital communication has resulted in customers now expecting more transparency, abundance of information, ability to reach businesses through various channels and at all hours, as well as faster and more personalised responses.
According to the UK Institute of Customer Service (UKICS), good customer service not only impacts your customer experiences, but correlates directly with your business’ bottom line. Thus, the companies that score below sector averages in customer satisfaction have an average profit (EBITDA) of 14.5%, while those scoring above sector average enjoy a 24.7% rate.
To manage the new challenges of increased customer demands, many businesses are turning to digital customer engagement solutions. When done right, technology can help companies create greater customer experiences and reap the benefits.
Want to learn more? Have a chat with us we would be happy to help!
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source: superoffice
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