According to Zendesk’s 2020 Customer Experience Trends Report, when answering the question, “What attributes make you feel loyal to a brand?”, 57% of respondents listed “customer service” and 62% listed price Customer service .
If we analyze the relevance of this data, learning customer service techniques is essential.
A KPMG study conducted in Mexico identified the best customer service practices based on the experience of more than 5,000 consumers and 200 companies. The result showed a 1.5% growth in 2019 – compared to 2018 – of brands that improved the quality of customer service.
Importance of good customer service
Good customer service is of utmost importance to businesses for several reasons. The top 3 are:
1. Customer loyalty
A Zendesk study showed that “about half of customers say
who would go to a competitor after having just one bad experience. In the case of having
more than one bad experience, that figure reaches 80%” . This type of “bad experience” is what you need to avoid in denmark telegram data every interaction with your customers.
Did you know that increasing customer retention by just 5% increases profits by up to 95%?
Some strategies for customer loyalty are:
Offer a personalized service based on knowledge of your customer’s profile. Creating a “buyer persona” based on the characteristics and needs of your ideal customer will allow you to offer the right product or increase your e-commerce conversion service at the right time.
Offer incentives or additional services: offering a discount on a new product or using upselling or crossselling strategies are very effective in getting the customer to return.
Humanize support: While service automation is essential to resolve issues such as delays in support and speed in ticket resolution , make sure your customer always has the support of a sensitive and empathetic human agent when they need it.
Be a reference in the market
There are many different customers. How can you provide them with personalized attention?
Did you know that 25% of customers would pay more for a product or service if they were offered a more personalized purchasing experience? Personalization involves everything from knowing the customer’s consumption and alb directory interaction history with the company, to interacting with them through their preferred communication channels.
The good news is that there are technological tools that facilitate this type of care.
Part of providing excellent customer service is demonstrating friendliness and an empathetic attitude. Empathy – understanding another person’s feelings and perceptions by putting yourself in their shoes –
The importance of good customer service is not always in providing the solution immediately, but in finding points of consensus. It is not so common to solve problems immediately. Many times, days go by before a definitive answer is offered to the customer. However, that first contact in which the user raises his problem will tell him everything about how it will be solved.