Good customer service. This is what the customer is expecting.
In a scenario where the digital is part of the customers routines and acquiring a product or service is just a few clicks away; price and quality are no longer enough.
Today, providing good Customer Service is the decisive factor to attract the consumer.
But, how to please the consumer and succeed in customer service?
Customer service: 75% of consumers are willing to spend more for a better experience
In an increasingly digital and competitive environment, companies that not only offer a quality product or service, but also provide positive experiences throughout the customer journey, come out ahead.
According to the “2021 Customer Experience Trends” report, 75% of customers are willing to spend more buying from a company that provides a good Customer Experience.
In addition, a single bad experience is already enough for a customer to stop being loyal to a brand and look for its competitor.
Soon, more than ever, it becomes fundamental that companies invest in CX solutions and strategies to attract and retain the consumer.
CX must be a priority in business strategy
In a scenario where the consumers are multiconnected and with increasingly higher expectations, many companies finally started to understand the importance of investing in CX for the success of customer service – and consequently, of the business.
According to the report, the customer experience jumped to the first place in the list of 63% of the companies interviewed.
Such data can be justified due to the fact that half (50%) of consumers claimed that they will definitely change to a competing company if they experience one or more bad experiences. Only in Brazil, the number of consumers willing to look for a competing company is 80%.
From the data presented above, we ask again: What does it take for customer service to be considered quality?
Success in the service: Which attributes executive leaders need to take into consideration?
The “Consumer Era” is already a reality and we have to act.
Check below which attributes a company must take into consideration to achieve the success in customer service.
Phygital Experience
According to experts, one of the main attributes for the success in customer service is the Phygital Experience.
According to them, physical retail started to gain other proportions during the Coronavirus pandemic, moving towards digital.
In the face of this reality, knowing how to provide positive experiences both in the physical and digital environments (Phygital Experience) started to be fundamental both for the business survival and for attracting and retaining customers.
Agility, convenience and practicality
With consumers increasingly digital and used to use mobile devices and applications to interact and perform daily tasks, immediacy, practicality and convenience became fundamental requirements to enhance the customer experience.
Increasingly demanding, consumers are not just looking for the best price. They are also looking for the best cost-benefit, that means, wins the company that meets your needs in less time, with reduced delivery fees and final price.
Investing in logistics solutions based in the Crowdshipping and Last Mile Delivery concepts can be excellent means to meet these demands.
Crowdshipping is about a kind of a collaborative delivery. The Last Mile Delivery is about short distance deliveries. When combining both concepts, companies allow logistics companies or ordinary people to carry out a single collection in the region and deliver goods on foot or by bicycle, for example.
Because they are short distance deliveries, they do not depend on big logistical operations, reducing costs for both end consumers and retailers.
From the business’s view, a great benefit of this strategy consists in reducing the distance between the product and the consumer, using the stores as outposts of stock and ensuring more competitiveness in terms of delivery cost and SLA, through the ship from store, which are key factors to improve the conversion rate.
From the consumer’s view, in addition to the better commercial condition due to these factors, the strategy also brings the option of picking the product in the store, allowing another alternative.
Omnichannel
According to experts, omnichannel solutions will be one of the greatest post-pandemic legacies, being essential for the success of customer service and to improve the CX.
The omnichannel is about a strategy based on the integrated use of different technologies and communication channels in order to strengthen the relationship between the company and the customer.
Through this strategy, companies can focus their attention on improving the services provided to its customers and offer a more agile and personalized service without neglecting the quality of the service provided.
Personalization, humanization and empathy
Despite consumers being increasingly digital and adept to new technologies, companies should have in mind that they are still human beings and want to be treated as such.
Because of that, just as it is fundamental to be present in the contact channel that the consumer wants (omnichannel), personalization and empathy are also essential for the customer to feel valued.
An excellent tip from our experts is the constant training of the smart chatbots and combining human agents’ solutions with Artificial Intelligence and Machine Learning in order to provide a humanized and exclusive service for each customer.
Easy check-out
According to experts, many consumers, who are even used to searching for a product or service on the internet before making a purchase, still prefer to conclude it in person.
Because of that, it is fundamental that check-out both in e-commerce and in physical stores is as easy as possible.
A company that is concerned with placing fast or preferential checkouts in physical spaces or offers several payment options in e-commerce, for example, will definitely provide a more positive experience than its competitor that does not.
Respect with the customer
Another essential attribute for the success in customer service is respecting the consumer. And this should be practiced in both physical and digital environments.
Experts explain that state-of-the-art solutions are useless if the company does not put the customer at the center of their strategies.
In e-commerce cases, these professionals claim that it should go side by side with CX.
Besides that, when knowing how to interpret and manipulate the data stored by the sales channel, within the standards required by the General Data Protection Law, there are infinite action possibilities that provide unique experiences for the consumer to convert into a lead (potential customer). Some examples are dynamic showrooms with products offered in a single way for a customer, email actions and digital marketing campaigns with automation by behavior.
Another excellent strategy to use so that companies can show respect with the customer is optimizing the service’s response time, avoiding the consumer to stay hours in a queue and doesn´t having their problem solved.
DNK is a leader in solutions focused in CX for customer services
Aligned with the market trends and needs, DNK offers the best solutions for Call Center and Contact Center, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technologies together with a team of experienced professionals, took DNK to constantly innovate to transform the experience of customers and partners with their consumers.
DNK cherishes excellence in customer service, providing their partners with tools and platforms with innovative and customizable functions in order to guarantee a satisfactory and unforgettable Customer Experience.
With DNK’s products and services, customer service is made through an integrated omnichannel platform, which connects all service channels (WhatsApp, voice, web, chat, among others) with fast customer’s data and information recovery, in order to provide a complete and satisfactory management of customer journey with differentiated results, maximum security and in compliance with the standards required by the LGPD.
Prioritizing always the consumer’s needs, DNK is also concerned in hearing their customer’s opinion through annual satisfaction surveys.
The company is recognized by the market and awarded by its solutions and successful cases. Winner of the “Best Self-service Solution” category in the XXI Modern Customer Award and champion of the silver trophy at the 2020 Cliente SA Award, in the “Leader in Innovation Strategy” category, in partnership with a customer, DNK understands that a well-served consumer is the secret to successful service.
