A Customer’s Experience Is What Makes Or Breaks A Company
Posted on: September 9, 2019 By: Carolyn Kuczynski
Business administrators sometimes ask why they have to put so much care and attention into customer service. They want to know if it’s actually necessary to provide stellar customer care, or if they would be better off re-allocating funding into areas like research and development, technology, or overall operation.
The fact is that customer service is absolutely critical—and businesses that neglect it do so at their own peril.
The system that you’re seeing here today did not happen overnight. Customer service has been a continuous progression, which started with the first enterprise switchboards and culminated in the modern contact center as we know it.
As customer service improved over the years, with the advent of the internet and mobility, customer expectations skyrocketed. As time progresses, these expectations are only going to intensify.
The Rise Of CX
Today, we’re living in the age of the customer experience (CX), where customers are fully mobilized, ultra-connected, and ultra-demanding. Competitors are always just a Google search away, and customers will not hesitate to search for them when they are unhappy with the service they are receiving. Customers now expect to receive first class support at all times, on their preferred channels like voice, video, live chat, text, and email.
So it doesn’t make sense to scale back on customer service, when considering how strong demand is for it. Businesses should be charging full speed ahead. Consider the fact that 76 percent of customers expect companies to understand their needs. 67 percent will pay more for a great experience. And 64 percent are more likely to recommend a brand to other people if it can offer a simpler experience and communications.
In light of these findings, business leaders should instead be focusing on how to provide customer service in a way that is cost-effective, and more effective than what their competitors are offering. The truth is that customer service doesn’t have to be a drain on an enterprise. In fact, it can be a major driver of revenue if it’s managed correctly.
This can be easily accomplished by leveraging Unified Communications as a Service (UCaaS), a must-have communications technology that can streamline all aspects of customer support. With UCaaS, a company can take all its disparate communications tools and combine them into a single, cloud-based console that can be easily accessed from any location.
Here are some of the ways that UCaaS can improve customer service:
Reducing contact center costs remains a top priority for businesses. With UCaaS, companies can replace traditional phone lines with virtual lines that can be easily scaled up or down as they are needed. UCaaS can significantly reduce the total cost of ownership.
Businesses today are collecting more data than ever before, but not all of this information is going to use. UCaaS, however, can link to leading customer relationship management (CRM) databases—making it possible to put valuable customer data into the hands of agents during interactions. This results in interactions that are more intelligent, and more effective.
At the same time, UCaaS makes life easier for agents. By centralizing all communications tools into a single platform, UCaaS can reduce time waste and make it easier for agents to reach their target goals. When workers have access to the tools they need to do their jobs, they are more likely to remain happy. This can help to reduce turnover.
So don’t run from customer service—embrace it. With UCaaS, your company will communicate more effectively than ever before. Customer service will become a strength, rather than a weakness.