Thanks to technology, customers are no longer the same today as they were a few years ago, it’s an indisputable truth and a challenge that more and more businesses face nowadays.
Today’s customers no longer have the patience to wait long hours on the phone. They find it absurd if there are no digital channels that allow them to make everything easier and faster. They hope to interact with companies through diverse channels and expect an immediate and effective response.
On the other hand, companies are finding ways to reach more people where they are, when they need to. However, not doing it properly or not serving your clients the way they expect brings harsh consequences.
The result is clear: dissatisfied customers will no longer let you know that they are leaving you, they will simply disappear and go to your competitor if you do not meet their needs. Customer service has already begun to be perceived as a differential value in how customers choose brands.
What do Customers Think?
Stephen Kolsky, a customer experience expert, conducts an annual survey that collects data from hundreds of customer service surveys and customer experience management professionals.
According to an article based on this research, 55% of consumers are willing to pay more for a guaranteed good experience. Kolsky indicates that the word “guaranteed” refers to the fact that customers are no longer satisfied with the mere promise of a good experience.
- It also indicates that 84% of consumers are frustrated when the customer service agent does not have the proper information.
- 91% of dissatisfied customers who don’t complain, just leave.
- Only 1 in 26 dissatisfied customers complains. The rest just unsubscribe.
- 70% of companies offering the best customer experience use customer feedback – up from the industry average of 50% and 29% for the laggards.
According to this article, “…From all these figures there are several conclusions. Companies should not see the absence of feedback as a sign of satisfaction. In the research, Kolsky goes on to suggest that most companies are not investing enough to train their employees in the proper use of social media, and he claims that companies that use social media use it as a megaphone, not as two-way communication.”
In the expert´s opinion, in the digital economy, not responding to customers’ requests on social networks can cause as much damage as not responding to a phone or email request … ”
Hence the relevance of this issue in any industry, but if it is technology services, the responsibility is greater. Being a technology service provider has a double challenge, the services need to satisfy the needs of the company´s owner and also his business’ clientele.
In other words, excellent customer service will impact the main user and the thousands of end-users who enjoy the services they perform through the network.
The Other Side
Considering that the success of customer service depends largely on the presence of two-way channels, we must talk about the work of customer service teams.
They, too, are moving away from their “traditional” role and have had to explore new areas to create consistent experiences across all channels and find ways to strengthen customer relationships.
An example of this is the solutions offered by the cloud to strengthen customer relationships, as they allow support teams to scale and collaborate fast and effectively on the solution that the customer needs.
It is worth remembering that, in today’s highly competitive market, the service must be social and accessible at all times and on all channels.
This type of technology allows companies to provide support 24 hours a day, seven days a week, 365 days a year.
Customers Grow, Channels Also
Companies have had to venture into this concept, some still do not see it as a priority, but the majority have found new channels, new forms and new languages.
It is very important to have channels according to the needs of the clients, among which we can name online support, email marketing, social networks, mobile technology, telemarketing, among others.
Even when these technological tools are defined as a facilitating option of the relationship with the client, it is key to have the appropriate technological support. And when we refer to support, it is not only a matter of technological infrastructure but also of the human team behind this management, which must sometimes be permanent.
Having a provider with a great support team is sometimes much more relevant than the infrastructure itself. This increased demand from customers increases the number of inquiries, which in turn can translate into more hours of work and greater availability of resources and resolution experience by technicians.
So, if you are looking for tools that offer memorable experiences for your clients and cutting-edge technology, at EdgeUno we offer a high-quality personalized service obsessed with the client. We have 24x7x365 service support and immediate problem management and communications related to all key milestones of warranty and service provision.
We believe 100% in fluid, close relationships, and direct interactions with our local partners and the network operations team, hence the importance of always keeping our communication channels open through the ticketing system, Slack, and Whatsapp. We serve your requirements and those of your clients at your own pace and according to your needs.
EdgeUno is present in Mexico, Colombia, Brazil, Peru, Chile, Argentina, and North America. By being present in such different regions we want clients to feel certain that we will accompany them in any of these places, that’s why our support and operations teams are made up of trilingual engineers and technicians.
Visit our web to know more and get in touch to develop a solution according to your needs.