The proliferation of social media and mobile devices have completely changed how customers interact with a company. Today’s customers expect the best customer service and they want it from the channels they choose. The first experience your customer has with your company is critical. It can determine whether they will become a life-long customer or someone who would not recommend you to the next person that asks about your business. With all the social and mobile resources available to companies today, it should be a no-brainer to get this right the first time.
So, why are there still companies that miss the mark when it comes to connected customer service? Here are a few reasons:
Lack of Complaints
There is a basic flaw that assumes the number of complaints received reflects the number of customer problems. This is actually a poor indicator to measure customer service satisfaction. In fact, not even 25% of customers complain because it’s too much of a hassle. Customers who don’t complain are the most at risk, and you’ll lose 73%-91% of them which will affect your bottom line. It’s hard to save a customer when they don’t tell you they have a problem let alone have an efficient way to report it.
Businesses are ill-equipped to responding to or listening to their customers effectively. In fact, 95% of Facebook posts go unanswered and 71% of Twitter posts are completely ignored. These businesses are drowning in customer service requests on traditional channels like email or phone. So when they start to think of supporting customers on social media, mobile devices and live chat, they don’t know where to start. In fact, when it comes to business growth, 83% of small businesses are in stagnant mode.
Inefficient Systems and Processes
Many businesses don’t have the capabilities to fix this problem. If a customer has a question, they have to go through an epic journey to reach a support agent or find an answer. That same customer may reach out on email but hear back on Twitter or from more than one support agent. Without an effective process for handling customer requests, support Cases fall through the cracks and customer questions go unnoticed. In addition, there’s no way to track who is working on what, the priority of a Case over others, or when a Case was created, updated or resolved. According to Forrester research, 45% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions.
Leaving these problems unresolved puts your business on the path of unhappy customers. If you don’t change how you deliver customer support, it can lead to poor customer satisfaction and ultimately your bottom line. You need an easy way to start providing fast and efficient customer service and support.
And that’s what Desk.com is here for — to make it a seamless experience for customers and support agents to handle customer interactions. Customers no longer have to jump through hoops to get their questions answered. They’re also no longer constrained to starting and ending a service interaction on one channel. Desk.com allows your customer service team to respond to each Case from the exact channel as their customers. Customers can tweet about any questions or concerns and it will come through as quickly as a call or email. At the end of the day, your Agents can address every customer support Case as a priority and every customer receives a consistent and positive experience.