Only by working in your customers shoes can you deliver the levels of customer service they now expect
The post-pandemic customer emerges with completely new priorities and buying behaviours. Lockdown and forced ‘home working’ for many office workers has driven people to engage differently and digitally.
The new buzzwords for customer service are ‘contactable’ and ‘accountable’. With e-commerce booming and a world of choice available, just one bad experience can lead to the loss of a customer.
Ask yourself a simple question. Can my customers contact me using the method that they want to? Many people prefer to get in contact via web chat, IM or even where appropriate ‘self-serve’ which if it is seamless, effortless, and quick provides a win-win for both business and customer but, there are customers that still value telephone or email interaction and a human voice providing high levels of personalised expertise.
Let’s go one step further and look at buyer engagement and brand loyalty. How can you give your customers the warm feeling in 2021? How do you keep them coming back? Customers now expect the businesses they engage with to know their preferences and they need to feel confident in a world of increasing cyber and online crime that their data is stored sensitively and securely.
The gold customer service template can only be designed and achieved by “working in your customers shoes” and identifying how you can provide a prompt response or quick resolution to their query in the most effective way for them.
The Evoke team can work with you to build your gold customer service template and ensure that your communications and digital strategy is aligned with market demand and your business goals. Please speak to your Account Manager or a member of the Evoke team to discuss how you can achieve a gold template for your customer service levels in more depth. Contact us in whatever way you choose on 0800 8403688, [email protected] or simply start a web chat with us now.