Customer service has been undergoing rapid changes over the last several years, thanks to digital technology, automation, and cloud services.
While recent technological advancements has changed expectations for call center customer service in the Philippines, one thing remains the same: customer experience impacts brand loyalty better than everything else.
In fact, studies show that customers are willing to pay more to get better customer service from their providers.
That said, it’s becoming tougher and tougher to impress customers these days. When one takes into account omnichannel solutions, it’s not in the least surprising.
But if you are willing to think of more creative ways to “wow” your clients, you’ll find soon enough that the effort you put forth in the endeavor will be more than worth it.
So how does one get creative in delivering positive customer experience to clients? Let us count the ways.
1. Personalize your service
Many studies suggest that personalization influences how consumers view a brand. When a business delivers personalized service, customers become more engaged and are more likely to make repeat purchases.
Thanks to CRM integration, call centers have a more efficient means to keep track of customers’ needs. Cloud software also allows you to personalize the call queue based on the information of the caller.
Personalization goes beyond the call center as well. With the help of multichannel platforms, you can interact with customers via the method they prefer, be it mobile, social media, or email.
2. Write a thank you note
If you want to show customers your appreciation for doing business with you, sending them a thank you letter should do the trick.
Besides, saying thank you is all about common courtesy, which is something your call center needs to show on a regular basis if it wants to run a customer-centric business.
A simple “thank you,” however, is not enough. If you want to inspire brand loyalty, you need to send a thank you note that is as personalized as it is thoughtful. One effective way to do this is to tell the customer why you are thankful in the first place.
3. Be proactive in delivering service
In order for you to deliver customer service that goes beyond clients’ expectations, you have to anticipate their needs at every opportunity and be proactive in your approach to fulfilling them.
With the help of CRM, you can keep track of customer sentiments across a variety of channels. With this wealth of information at your fingertips, you can eliminate product or service issues before they arise.
Keeping customers informed in advance and providing them with self-service options increase engagement, thus fostering customer empowerment and loyalty.
4. Implement a call-back solution
Customers don’t like having to wait on hold or call queue for minutes on end. To spare them from the frustration, you can offer to call them back at a time that’s most convenient for them.
Customers like being provided options, and a call-back solution is one option that allows them to manage their time in regards to their issue with the product or service.
5. Give them the good ol’ freebie
Customers do appreciate receiving free stuff from providers, especially when there are no strings attached.
Don’t settle for the generic stuff, though. Instead, give them something that they’re interested in. This is where CRM comes into play.
Creating a positive customer experience in client-customer interactions is a long-term strategy that will pay dividends on your bottom line.
Your customers, after all, are the lifeblood of your business. To keep your brand alive, it needs a creative shot in the arm every once in a while.