Customer service is more important today than at any point in recent history. Multiple studies, such as one by American Express in 2012, indicate that consumers are increasingly valuing companies that provide exceptional customer service. Companies have been progressively integrating technology (such as smartphone and computers) into their customer service strategy, often with varying levels of success.
Text may be the most popular phone activity in America, but when it comes to customer service, voice is the channel to beat. According to a study by NICE Systems, 88% percent of customers speak with an agent over the phone, making it the most common customer service channel. In contrast, only 40% percent of users using SMS to communicate with customer service.
In a noble effort to cut costs, many businesses use interactive voice response (IVR) systems at contact centers. While this does lower contact center costs by reducing real-agent answer time, it also reduces customer satisfaction by a whopping 93% overall.
It doesn’t matter if your business is flowers, transportation, IT consulting or anything else—certain qualities are crucial to your customer service success. Customer satisfaction can make or break a company. As we all know, happy clients will tell their friends about their experiences…and unhappy clients will tell even more! With that in mind, there are five key areas where every business needs to excel in order to survive.