Business customer service has become the voice of brands. Strengthening your brand in the digital world means offering a customer service that exceeds your clients expectations.
Currently, consumers use an average of 2.7 channels per query to communicate with companies, according to the study “The mandate of intelligent customer service” by Forrester Consulting. 9 out of 10 Spaniards are in favor of extended hours for customer service and having multiple contact channels. In this context, digital solutions applied on your service processes is essential to offer a service according to the needs of digital customers, the new protagonists of world trade.
Digital customers live online, shop around the clock, and expect exceptional experiences from all brands. Digital channels have multiplied and are always at hand.
For many customers, an immediate, non-resolving response is preferable to a response two to three days after you resolve the issue. Fulfilling this expectation is not easy, since the volume of messages varies a lot according to the schedule, and the costs of placing resources to attend them can be very high.
Integrating several digital channels implies communications entering through different channels, many times simultaneously. Consider integrating all your channels on the same platform to facilitate their operation and be able to serve your channels with the same team of agents. Platforms such as ChatCenter, allow you to integrate various channels such as webchat, whatsapp business, Facebook and more.
Eventually something can go wrong, and a product does not reach its destination or even arrive in poor condition, then your client needs to make a claim and that is where you have the opportunity to conquer it again. It facilitates the incident registration process with direct communication channels and platforms to generate customer service tickets and quickly resolve any incident.
Zendesk and Freshdesk are platforms that allow you to generate tickets for each incident and refer them to those in charge of solving them, both can be integrated into your ChatCenter service. So you can register all complaints and resolve them to improve your customer satisfaction.
Due to the complexity and costs involved in digital customer service, more and more companies are opting to outsource the service. Fortunately, there are specialized companies such as ChatCenter that offer their clients various tools and resources to cover this service effectively. These B2B solutions are ideal for achieving human digital customer service.
The basis for the design of the strategy for online customer service is to put yourself in the customer’s shoes and think exactly how they want you to give them what you are already offering.