The Value of Great Customer Service

Seventy-eight percent of consumers say that they only buy from businesses that make it easy for them to deal with, and a third believe convenience is more important than price. These are some of the results from a recent study conducted by Avaya and BT, and they highlight what has become a drastic change in consumer behavior.

The Value of Great Customer Service image bt autonomous1The Value of Great Customer Service

Source: The Autonomous Customer 2013, sponsored by Avaya and BT

Twitter, Facebook, LinkedIn, cellphone, tablet or desktop: any one of these and often times a combination of many have changed the face of customer service and redistributed the reins of control to the consumer. In the past, customers had one lifeline – a telephone – to a business in which to air their grievances. Today the average consumer is armed with a Swiss Army knife of tactics to reach a business as well as other customers.

The Value of Great Customer Service image bt autonomous 2The Value of Great Customer Service

Source: The Autonomous Customer 2013, sponsored by Avaya and BT

Many businesses have a very disjointed approach to the customer experience. Mobile, web and social might be handled by marketing or even IT, for example – thus increasing the difficulty of understanding where there are opportunities to meet and exceed customer expectations. With so many avenues for a customer to contact a business, and vice versa, integration of all these threads is key, and best suited to be handled by the contact center.

It was not too long ago that customer service and the mechanism that facilitates it, contact or call centers, were considered cost centers on the periphery of a business that received little attention beyond how to further reduce costs.

Today’s advanced contact centers are much more. They are at the heart of Customer Experience Management (CEM) and staffed by specialists that are charged with providing the best experience throughout the transaction or journey and ultimately, achieving a tangible ROI. As this transformation has evolved, technology has played an increasingly critical role in linking businesses to their customers.

The Value of Great Customer Service image bt autonomous 3The Value of Great Customer Service

Source: The Autonomous Customer 2013, sponsored by Avaya and BT

In an increasingly competitive economic climate made up of flat markets a business must institute transparent customer service policies backed by established technological solutions.

The next time you reach out to a business as a consumer think about your methods and what you hope to achieve. Was it easy to reach someone at the company? Was your preferred contact method supported by the business? When the process was complete, would you do it again? Hundreds of thousands of these interactions happen everyday with thousands of businesses across the globe. When every customer counts, it’s important to make the most out of every interaction.

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