3 Ways to give consumers more control over customer service

3 Ways to give consumers more control over customer service

Faith Ocampo Published on August 19, 2016

delighted female employee with fist to the air

By providing a wide range of customer service options, brands empower their consumers and make their lives a lot easier.

To meet varying and fast-changing customer expectations, brands have to diversify the methods they use to connect with their target clients. This is one of the best ways to personalize your services and make individual customers feel empowered. Here are the top three ways to give consumers more control over how they can interact with you.

1. Provide 24/7 services.

woman in phone call using laptop in dark room

The quality of the customer experience you deliver heavily depends on how responsive you are. Traditionally, a lot of brands would open their customer service hotlines for only eight hours, during the usual 9-to-5 office shift.

Now, it’s almost impossible to find a call center that doesn’t offer ’round-the-clock services. Brands have long started to try and fit themselves into customers’ schedules in order to give them total control over their time. Gone are the days when customers go through the hassle of squeezing in a call during their busiest moments because the lines aren’t available during their free time.

Plus, 24/7 availability has allowed brands to respond to customer queries in a more dynamic way. It hastens problem resolution, enables companies to act on issues that require immediate action, and makes for a much more efficient experience.

2. Launch multichannel solutions.

woman in blue using smartphone laptop tablet in office

Technology has always been an influential catalyst that triggers massive shifts in the way brands deliver their services. The multichannel strategy is one of the mega-trends in the customer service field largely shaped by advancements in tech. Starting from the rise of the mobile devices, this approach keeps redefining people’s experiences at a rapid rate.

As a result, customers have started to demand a multiplatform presence from brands. They have to be reachable via the phone, on email, web chat, and social media, and also provide a self-service platform. The convenience and flexibility that a multichannel solution offers are, for customers, evidence of a brand’s innovativeness and competence.

When leveraged efficiently, a multichannel customer experience can be a big revenue generator. It’s one of the best ways to give people a range of options on how to get in touch with you, therefore making transactions effortless. This, of course, helps drive up customer loyalty.

3. Turn customer insight into strategy.

business team in meeting discussing chart reports

In a world ruled by data, brands can no longer afford to build customer support strategies that aren’t based on well-studied and validated customer insights. The ability to maximize the use of data, facts, and statistics to make innovations possible is what would set you apart in a crowded marketplace.

Unfortunately, it takes a lot of hard work to be able to extract consumer insights and transform it into a business solution. Gathering and understanding information would require a specialized skill set in the area of data analytics, since it’s largely a multidisciplinary area that combines statistics, marketing, business management, behavioral science, and many other fields.

The returns, however, will place your brand at a competitive standpoint. You’ll be able to come up with customer-centric decisions, setting you up for success in the future.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

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