When customers interact with companies, there is a certain expectation that the customer wants to get from the service provided by the company.
Nowadays, customers have much higher expectations from the company product, such as proactive service, higher personalized interactions, and connected experiences across multiple channels.
Data have revealed that 76% of customers want the companies to understand their needs and expectations. Hence, the company must understand the customer’s quality standards and hence should deliver accordingly.
In this guide, we will cover the most important reasons to look after to meet customer’s demands.
1. Provide immediate and responsive service
Customers expect the quick resolving of the issue they are facing. With the rise in the digital world, communication now is really faster. Hence employees want to communicate with the brands directly.In the findings, 64% of consumers and 80% of business buyers said they expect companies to respond to and interact with them in real time.
Providing immediate response and immediate solution will have a direct impact on customer’s lifetime value with a brand, hence reducing churn rate and increasing loyalty value.
Hence, satisfying your customer’s needs immediately establishes a sense of trust and loyalty towards the company. This ultimately increases business revenues by retaining a loyal customer.
2. Provide consistent values
By 2020, 75% of business buyers expect companies to provide appropriate suggestions while purchasing a product, even before having direct contact with the company. Moreover, 73% expect that the products will self diagnose any issue and will automatically be fixed without any customer support.
Every customer expects good service quality, hence the company has to be extra careful while delivering a product or service to the customers.
Compromising on the quality of the product may recklessly lose customers at an accelerating rate.
3. Offer a wide range of channels for customer service
When there is only one avenue for communication, customers face trouble. Moreover, 60% want multiple service channels. This is because not all customer experiences are the same. Also, the customer communication based on the problem they are going through. Hence, open all the channels for communication – email, live chat, SMS/text, and social media, etc.
84% of customers consider they are addressed as a number, not like human beings.
Personalization is another factor that customers desire, the next most in-demand customer service issue.
An estimated 60 percent of retail customers say they want more personalized service, including real-time customized promotions and offers delivered to their smartphones while they’re shopping.
5. Become proactive
Employees have to proactively engage in their allocated tasks. Enhancing the productivity of staff is increasingly crucial to meet customer demands at a faster rate.
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