What Does Exceptional Customer Service Look Like in a Post-COVID World?
Customers are relying on online brands like never before throughout the pandemic. With many customers seeking brands that are providing excellent customer service, expectations are continuing to rise as we remain distanced. Based off of reports completed by Microsoft surveys, the global state of customer service suggests that 61% of customers have stopped doing business with brands that are offering poor qualities of customer service. In this article were going to discuss more of how you can provide better customer service throughout the pandemic.
Delivering Personalized Services To Your Customers
Customers today want to experience personalized services when they interact with a brand. This often means interacting with the brand through every channel including their Instagram, website and more. 80% of customers are more likely to make a purchase from brands that are offering a personal level of service. Customers today have a higher expectation than ever before from a branded on every platform. Finding ways that you can reach at your customers and reinforce new levels of customer satisfaction will make sure that you have staying power as a brand today.
Customer relationship management and using top tools like chatbots to provide instant answers to your customers can be extremely important to maintaining better online experiences.
Customer Service Resolution And Response
Chat bots are just one small aspect of customer resolution and response. Customers today are valuing speedy response times to any inquiries in making sure that their issues can be resolved very quickly. Based off of sales conversion studies that were taken post-pandemic, most customers wanted to receive responses within 4-6 hours and businesses that were able to offer these faster response time saw 40% improvement for their conversion rates on sales.
Customer relationship management can also ensure that every service staff member will be able to access the data they need to make sales with each customer. Being better equipped to immediately respond and to offer fast customer service inquiries are very important for a modern business today.
It’s very rare to have in person conversations in business today. With many people focusing on physical distancing, brands that are willing to put a more human touch on their customer service interactions are often able to enjoy more business. When customers feel as though a brand is putting profits over people and not focusing in on the values of each customer, it can feel impersonal. This impersonal touch will often force many people to move along and choose a different brand entirely. As the online shopping experience often brings a lack of person to person dynamics and empathy, people are seeking out ways to find a better personal focus through online interactions. A digital capacity this can be difficult but making efforts to improve a website to make it more personal or opting for a more personalized website strategy is important.
A brand that a person feels an emotional connection to will help them generate a better sense of loyalty. Throughout the customer journey it’s difficult to build this emotional connection especially in online customer experiences.
The COVID-19 pandemic has made online shopping and necessity and a number brands have had to become more competitive with their emotional advertising and in gaining new connections with their customers.
This blog was written by Ingrid Lindberg, a customer experience keynote speaker and founder of Chief Customer. Her work has spanned the Fortune 500 – including Finance, Healthcare, CPG, Telco and Retail, working with companies to create differentiating customer experience strategies and cultures.