How often should you update your customer support strategy?

How often should you update your customer support strategy?

Faith Ocampo Published on September 29, 2016

diverse businessmen holding cogs standing on roof bright sunrise in background

A customer service revolution is happening right before our very eyes, and call centers need to innovate fast.

Pinpointing what exactly is propelling the rapid changes in customer expectations can be tricky. Some believe it’s a result of the unstoppable growth of technology, which gives people plenty of options for connecting with brands. Others, on the other hand, opine the opposite idea—that consumers’ growing needs are the ones shaping new tech-based trends.
Both perspectives seem to be true. It seems there’s a complex interplay between customer expectations and technology, with both of them heavily influencing one another.
Call centers need to be in the forefront of this customer support revolution. In fact, this is probably the biggest challenge they’re facing right now. If, in the past, great customer service simply meant being friendly to customers over the phone, the landscape has now become more complicated.

Keeping up with the trends

The modern world demands so much from brands and their contact centers, but the core goal of customer support remains the same: to keep customers happy. The thing is, consumers’ definition of “happy” is constantly changing.

business team looking up at graffiti ideas

To keep up, brands now deploy an omnichannel presence via the phone, email, social media, live chat, and other interaction platforms. The idea behind this is simple: By providing customers lots of options, they remain in control over when and how they connect with brands. This freedom does not only make customers happy, it also empowers them.

Although the principles behind the omnichannel call center strategy are straightforward and simple, getting there is a grueling process.
For instance, contact centers’ responsibilities are multiplying as they increase the number of touchpoints they handle. With every new platform comes new demands. Consumers want efficiency, speed, and responsiveness all at once. A brands’ dilemma is that it’s often hard to provide all these without falling short—even for just a tiny bit—of some of these standards.

Placing customers at the center

At the end, it all boils down to what the customer wants the most. The best customer service strategy is one that spotlights customers’ happiness while treating technology as a means to that goal. Unfortunately, however, plenty of managers have it the other way around. They get carried away by technology and thus mistakenly think that it should be the focus of their strategies.

middle aged businessman looking through magnifying glass at tiny man on dinner plate

The secret of customer-centric companies is that they place people at the center of it all. They take the time to ask customers what they really want and then use these responses to build a customer care model.

All this, however, won’t be possible if your organization’s resources aren’t aligned with your goal. You can build the right internal framework by:

1.     connecting departments for easier collaboration;
2.     hiring the best talents;
3.     getting everyone involved; and
4.     acquiring the right tools.

Making it part of your culture

The best way to make these updates sustainable is to make each one of them a part of your organizational culture. As the customer service landscape changes fast and new tech trends form, every brand needs a consistent approach when it comes to updating their services. Therefore, your entire organization must learn to watch out for your customers’ needs. You also need to stay abreast of the latest industry developments to gain fresh ideas for improving your services.
While there’s no formula for how often you need to re-strategize, you do need to adopt a growth mindset. This lets you regularly work on pain points and inefficient processes that slow down your customer support. Major upgrades, on the other hand, naturally take time. Examples of this are:

1.     adding a new call center channel;
2.     revising quality monitoring processes;
3.     updating your transaction handling protocols; and
4.     resizing your workforce.

Regardless of how often or how seldom you modify your customer care approach, keep in mind that every revision you make must reflect your customers’ needs. This is a foolproof way to enhance the customer experience and encourage more people to stick to your brand.

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 days ago
How do #tech companies boost customer relations? Find out how #CustomerSupport outsourcing creates opportunities for better customer experiences and business growth: https://zcu.io/4T2V

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO5 days ago
Businesses that can speak their customers’ language have the upper hand in foreign markets. But which #CustomerService languages should you include? Consider these top five languages to ensure global success: https://zcu.io/x5QC

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
The #outsourcing industry is faced with its own technical and natural crises. Check out these #CrisisManagement tips to ensure that your #CallCenter stays uninterrupted when dealing with unexpected situations: https://zcu.io/v3J0

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Asking the right questions enable #CallCenter agents to determine the root causes of an issue. This helps drive conversions 30% higher.

See how more of these #CustomerService insights can improve your support strategies: https://zcu.io/Vn6G

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
#ContentModeration is a vital tool for preserving a brand's positive online reputation. Here are figures that demonstrate why every company needs a team to manage their online #content: https://zcu.io/x5LW

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Many businesses are hesitant to outsource for fear of losing their competitive edge. Experienced outsourced #CallCenters help you maintain this while enjoying the advantages of #offshoring: https://buff.ly/3a1J4V8

#WeSpeakYourLanguage #BPO
Do NOT follow this link or you will be banned from the site!