How Automation is Changing the Face of Customer Service

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Good customer service skills are the key to higher customer engagement, longer customer retention, increased customer lifetime value.Customer service skills can be learned and refined with practice.

Below are nine tips to provide top customer support and gain loyal customers.

Application support is a vital part of customer service.

It is the process of providing help to the users of a product or service.

There are over 150,515 application support specialists currently employed in the United States.

This process includes solving customer complaints, giving instructions on how to use a product or service, or suggesting additional products that may be needed and installed.

Application support can be done by either humans or machines, and it typically covers areas such as billing, technical support, and customer relations.

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Well, all of these concerns have one answer, and that is Customer Retention.

But keeping an existing customer is not as easy as it sounds.

According to some popular customer retention stats, 77 percent of the customers remain loyal to the brands and companies that offer a good customer experience whenever they have issues.

And 72 percent of such customers are willing to spend more on companies and brands that provide excellent and reliable customer experience and customer service.

As a startup, you should work on the following strategies to build an impeccable customer experience and to retain your customers:You should build a personalized interactive interaction with your customersAnd not just customers, you also have to invest in your employeesAlways ask for customer feedbackYour customers should trust and rely on youProvide swift and effective support to your customersGet close to your customers, instead of bringing them closerOccasionally reward your customers for their loyalty towards the brandAs mentioned above, these are the most essential and practical strategies that any business or even startup should use to build customer retention.

It presents a system for collecting, analyzing, and distributing customer reviews and surveys.

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Brands that follow the latest customer service trends can serve their customers the best.

15 years ago, an average consumer typically used two channels when buying an item, and only 7% regularly used more than four.

Today consumers use an average of almost six channels, with nearly 50% regularly using more than four.Omnichannel systems allow you to streamline your communication process through a single unified channel and saves time and labor.Research shows that companies that provide a consistent service quality across multiple channels retain 89% of their customers.

A decade ago, there were limited ways to reach brands.

The following graph shows the channels most preferred by the customers.Most preferred communication channelsOmnichannel support helps businesses perform well and provide instant customer support.

If a company or brand’s inbuilt culture is customer-centric, it is more likely to attract customers and increase the retention rate.According to a survey by Deloitte, 28% of support agents state that they understand the company’s culture well.

Everything from the very first contact with them to keeping them engaged with the brand needs to be carefully managed to provide them the best experience needed.

In this post, we will discuss how businesses can utilize call center services to help improve their customer lifecycle management.

Before we can go into the ways that call center services can, we must understand what exactly is customer lifecycle management and the various stages that are involved in it.

Stages of Customer Lifecycle Management

There are mainly four stages of CLM (Customer Lifecycle Management). These stages can differ based on each organization and its business goals. In this post, we will discuss the four stages that will be recognized by most of the companies out there.

Stage 1 – Customer Acquisition

As it is clear from the name, this activity refers to acquiring new customers for the business. This is the primary stage where your business establishes contact with a new customer for the first time with the hopes of converting them from a prospect to a paying customer or client.  This activity is necessary for the growth of any business. You need to grow your customer base in order to maintain a constant growth of the organization.

Stage 2- Customer Engagement

The second stage of CLM is customer engagement. When you acquire a customer and they have been with the brand for a while but now their usage of your product or service has declined, you need to increase their engagement with your brand. It could be in the form of using your app more or visiting your website more often. Customer engagement ensures a customer’s loyalty to the brand and puts the business at ease about whether customers will stay with the brand or not.

Stage 3 – Customer Retention

Retaining your existing customers is an extremely import part of customer lifecycle management. If you lose your customers, it will have a negative impact on your business’s bottom line. It will also lead to the increase in marketing costs and customer acquisition costs. A good customer retention strategy can not only save costs but lead to stronger brand profile overall.

Stage 4 – Customer Feedback

This stage lets a business understand how loyal a customer is to their brand. You get to know what they feel about your product or services, what they like, what they dislike and most importantly, the changes they would like to see. It helps a business become better by implementing the changes that customers want and it makes the customers feel appreciated when they see their opinions have been valued.

Call Center Services and Customer Lifecycle Management

All the above four stages or the entire CLM process requires a company to have dedicated teams of professionals that have experience dealing with each and every such stage. Outsourcing call center services help a business handle these complex stages using experienced staff and techniques.

A right outsourcing company can provide a business with customer acquisition services using outbound and inbound telemarketing and lead generation services that help a business increase its customer base thus increasing overall revenues. Similarly, that same company can handle customer engagement by reaching out to customers and informing them of new features as well as offers related to a business’s services.

Customer retention processes are also carried out by call center services. Customers that wish to leave your services will be contacted by the call center team to understand the root cause of them leaving and provide those customers with the required incentives to stick by the brand. The fourth stage of CLM, getting feedback from the customers is also handled by call centers through their customer survey process where customers are contacted to conduct a quick survey to know the overall level of satisfaction they have with the services.

Conclusion:

In the end, what really matters is finding the right call center partner that can deploy a team that can get your customers through all entire customer lifecycle management process efficiently thus helping businesses reduce their costs and boost profits

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Customer service software can help to bridge the gap between customer expectations and your existing workflow.

For this reason, you should be focusing on nurturing your customer base and ensuring they’re unlocking as much value from your service as possible.

Investing in new customers is between 5 and 25 times more expensive than retaining existing ones.

We have developed the best customer service software on the market for organizations trying to solve a disconnected customer experience.

According to the Qualtrics XM Institute, a great customer service experience heavily impacts recommendations.

After all, if they’re not satisfied with the quality of the service, they’re unlikely to recommend it to those around them - hampering growth.

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