3 Ways to give consumers more control over customer service

3 Ways to give consumers more control over customer service

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 hours ago
Looking for a #ContentModeration solutions provider? Check out these different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/rIx0

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO16 hours ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

#WeSpeakYourLanguage #CustomerSatisfaction #CustServ
Open Access BPO
Open Access BPO2 days ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Prevent cancellations and help your #CustomerService team retain customers with these #CustomerRetention strategies. Here's how: https://zcu.io/b7hc

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO6 days ago
Call center shrinkage negatively affects businesses. Follow these tips to manage #CallCenter shrinkage effectively and boost #EmployeeProductivity: https://zcu.io/3omD.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO7 days ago
There are two kinds of #CallCenter agents: specialists and generalists. Let Open Access BPO help you find the right team for your business needs: https://zcu.io/SP0j

#WeSpeakYourLanguage #Outsourcing