n today’s business environment, customer service isn’t something that supplements or supports your actual product or service. For most parts, it actually defines the backbone of one’s actual business conduct and customer approach.
Modern customers also take customer service as an important factor in determining individual business proficiency.
This makes customer service into one of the forefronts of modern business competition for acquiring new customers. And that doesn’t cover it all….
According to Verint.com, only 15% of customers say that good customer service will not change their opinion about a particular business. This makes it one of the industry’s highest ROI generators for every concerned industry.
In successful companies, successful customer services aren’t delivered by independent or isolated teams. They are delivered as a result of combined or collaborative team effort that covers multiple teams and individuals. This requires pulling-in resources or retrieving information from multiple parts of the organization.
According leading Business journal gallup.com, almost 84% of employees serve on multiple teams on most workdays.
An ability to automate customer calls has seen a rapid increase in the number of customer calls or eliminating human touch points at each call. Both these come with detrimental effects on building customer engagement.
According to a research by hbr.org, customer engagements are built through resolving specific problems at their initial point of contact. All further calls come at a value of depreciating customer engagement. When your customer calls go beyond nominal three calls, it leads to increasing customer dissatisfaction.