Make a Good Impression with Each Customer Interaction
It’s getting tougher to impress and delight consumers, with their continually expanding expectations of how an interaction with a brand should be… it makes the job of customer service rep incredibly challenging.
By consumers, I mean all of us.
You never get a second chance to make a first impression, which is why every interaction should be treated as though this is the first time a shopper has interacted with your brand. Agents need to strive to give a positive, seamless, and frictionless experience, every time.
Handing out the phone number to your customer service department used to (back in the day) be all it took. The onus was on the customer to hunt down the person who would care about their issue and do whatever was necessary to put it right.
Today, that won’t fly, no ma’am!
Consumers expect several different options for interacting with customer support -- all of which should deliver immediate resolutions -- at their fingertips. What happens if brands fail at this? Well, you know the saying about word of mouth and people who have a bad experience will tell ten or more people… now imagine every single customer is connected to at least 5 different social media channels, and not to mention the real-life relationships.
As a brand, you need to implement real-time engagement options across several channels. If you don’t have an in-house team, there are a plethora of partners who can fix that for you in days.
Help your customers find the answers and make it possible for them to do this in a self-service environment, and in doing so provide consistency across the various channels your brand lives.
Do this well and strive to make the support workflow work more efficiently, and you’ll lead to more positive customer experiences and increased revenues.
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