No matter how good your customer service plan is, nothing happens exactly the way it’s supposed to. Customers will judge your company for service failures, large and small, from bugs in your software to responses not answered within five minutes. But you can seize these opportunities — how you handle managing customer service issues and conversations is what counts.
Today’s customers have become more self-sufficient when it comes to seeking out answers to product inquiries or support issues. Self-service support, such as a support center (also known as a customer portal or self-service portal) have made it possible for customers to solve their support issues 24/7 instead of reaching out to a company directly.
What is customer service? Customer service, by definition, is about serving people. When people refer to customer service, they’re usually talking about the process of getting help before, during or after a purchase. It can also refer to a department within a company that focuses on these processes.
Customer service is tough in any industry. However, companies and organizations that provide amazing service to every customer have a clear competitive advantage. Unlike differentiators of quality, innovation or price, great customer service is a differentiator that can't be bought; it's a competitive advantage that can only be earned. Not only can improving customer experience provide a means of differentiating your brand, good experiences lead to greater customer and employee loyalty, satisfaction, and retention, and a better bottom line.
Having an effective call center can be a valuable tool for any business to utilize. Unfortunately, some businesses are stuck in the past of automated scripts, long waits on hold and impersonal communication. Because your call center is the main point of interaction between your company and its customers, it’s important that your call center and its agents be as effective as possible at increasing sales and providing quality customer service.