How to improve your customer service in 2018
Posted: Sat Jan 04, 2025 6:18 am
Improving customer service in 2018 is one of the most important whatsapp data business and marketing strategies for companies. Indeed, changes related to consumption and digitalization are pushing them to rethink their customer strategies. In addition, new generations (Y and Z) are bringing profound transformations to social organizations.
By opting for an improvement of your customer service, you ensure the sustainability of your business. This sustainability aimed at a future approach must be multichannel. We know today from Google studies that 74% of purchases are made after having done a search on the web. However, the importance of the human is the key factor in tomorrow's customer service. The question is then simple: How to improve your customer service by integrating a part of human, digital and technology?
The relationship with humans must be the main objective of a customer service strategy. Indeed, consumer demand, whether in BtoB or BtoC, is for a closer and more personalized service. This personalization involves a human aspect, that is to say, exchange, understanding and compassion.
Opting for traditional means of communication or after-sales service remains essential today, for various reasons:
The human interaction that each of us seeks when we buy or need a quick solution.
Telephone customer service allows you to resolve more or less complex problems without having to travel
The attention to customer listening which allows to target the latter's expectations more precisely
The feeling of not talking to a robot
An answer to a more specific question
However, these traditional means must meet very specific criteria in order to provide a positive customer experience. If we take the case of call centers, the choice of the latter must have very specific skills. For example:
Qualified employees to address complex problems
A call center must be specialized to avoid reading a script and not getting out of it. Therefore, we talk about an argument strategy, because it leaves room for dialogue.
By opting for an improvement of your customer service, you ensure the sustainability of your business. This sustainability aimed at a future approach must be multichannel. We know today from Google studies that 74% of purchases are made after having done a search on the web. However, the importance of the human is the key factor in tomorrow's customer service. The question is then simple: How to improve your customer service by integrating a part of human, digital and technology?
The relationship with humans must be the main objective of a customer service strategy. Indeed, consumer demand, whether in BtoB or BtoC, is for a closer and more personalized service. This personalization involves a human aspect, that is to say, exchange, understanding and compassion.
Opting for traditional means of communication or after-sales service remains essential today, for various reasons:
The human interaction that each of us seeks when we buy or need a quick solution.
Telephone customer service allows you to resolve more or less complex problems without having to travel
The attention to customer listening which allows to target the latter's expectations more precisely
The feeling of not talking to a robot
An answer to a more specific question
However, these traditional means must meet very specific criteria in order to provide a positive customer experience. If we take the case of call centers, the choice of the latter must have very specific skills. For example:
Qualified employees to address complex problems
A call center must be specialized to avoid reading a script and not getting out of it. Therefore, we talk about an argument strategy, because it leaves room for dialogue.