Yes, your customers want to solve issues on their own. And that’s why you need to build a knowledge base.
A Nuance report says that around 90% of consumers have used a self-service system to find solutions to their issues. In addition, an estimated 67% of shoppers prefer this over talking to a customer support agent. In fact, more than half of American consumers said they’re more likely to abandon a transaction if they can’t find quick answers to their questions.
Customer churn is one of the biggest nightmares of business owners, but you can turn it into a learning experience.
No matter how popular your brand is, losing customers is something you can’t avoid. But instead of panicking and worrying incessantly when your customers start leaving, you need to face the situation with an open mind. Harsh as they may seem, here are the lessons you should try to learn from this kind of disaster.
If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques.
As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number of transactions in a day, and so on. Those with the highest productivity as defined by these metrics are incentivized and hailed as “Agents of the Month.”
Every now and then, we’re seeing new customer service trends that are shaped largely by technological innovations. How well is your call center adapting to these changes?
To meet customers growing demands, your contact center must ensure that the strategies it employs are convenient and efficient. It’s not enough to merely run an omnichannel approach. You must also make sure that your platforms and techniques are geared to meet the needs of your clients.
A shallow understanding of what branding is will cause you to focus on its more superficial aspects: your marketing catchphrase, logo, or how your website looks. But your brand identity goes way beyond all these things.
When we talk about company branding, we’re talking about what people immediately think about when they hear your brand’s name. And there are plenty of things that can influence their notions. More than your logo and slogan, your branding is the sum of customers’ experiences with you and their expectations from you.
Do you understand how your customers are making purchasing decisions? And if so, are you using this knowledge to improve your brand’s customer support?
Customers have largely differing purchasing styles. These, for the most part, can only be explained by consumer psychology. Behavioral psychologists are trying to uncover the cognitive processes that explain why people buy what they buy, when they buy them, and even how they prefer to make the purchase. Also part of this subject is how customers respond to various marketing and customer support strategies.