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Article : 5 Customer Service Expectations You Absolutely Must Meet

#contactcenterworld, @televerde

Author: Jason Cortel, Business Resource and Outbound Operations Director, Televerde

The power of the consumer has never been greater. Believe it or not, your ability to meet certain customer expectations can make or break your overall business success and ability to grow.

Here’s why:

  1. The internet has put a plethora of options at consumers’ fingertips.
  2. Customers care about the experience more than anything else — even price.
  3. Buyers are making decisions based on reviews from real customers.

If you’re not providing an exceptional customer experience and consistently meeting customer expectations, it’s likely you’re losing customers to competitors. The good news? If you feel like this is the case for your business, you can take steps to quickly get your customer engagement strategy on track.

Five Customer Service Expectations to Never Miss

Quick Response Time

It wasn’t so long ago that a 24-hour response time was considered impressive. Today, however, nearly half (46%) of customers expect companies to respond in 4 hours or less, and 12% even expect a response within fifteen minutes of making an inquiry.

When customers have a specific need from your service team, expectations are even greater — 90% say they want 24/7 immediate response availability.

To boot, three-quarters of customers consider response time to be the most important attribute of their experience with your organization.

To meet this expectation, leverage automation tools to supplement human support teams. Be sure to also track and continually optimize your processes to shrink response times as much as possible, especially in situations where customers are experiencing a challenge.

Personalization

Personalization has become table stakes for effective customer engagement. McKinsey research reports that 71% of customers expect personalization from brands they engage with, and 76% are disappointed when they don’t receive it. Customers want to buy from companies that know their unique needs and deliver an experience specifically tailored to meet them.

A high-quality personalized experience requires a smart balance of data-driven automation and real human engagement. For example: You can use customer data to segment lists and develop targeted engagement strategies (i.e. email newsletters with dynamic content or personalized product recommendations) and to ensure your human customer support teams can always be up to speed on a specific customer’s preferences and interaction history.

Both are equally important. Leaning too heavily on automation can lead to personalization attempts that feel shallow to your customers. On the other hand, relying too much on manual and human engagement can be time-consuming and impractical.

Balancing both is what allows you to deliver on customer expectations around the speed and scale of your communications while prioritizing the human element when needed (like for customer support calls).

Omnichannel Engagement

The average B2B purchase decision maker uses 10+ channels to interact with suppliers during their decision journey, up from just 5 in 2016.

The expectation for seamless omnichannel engagement continues after prospects convert to paying customers. They want to be able to move across channels (think social media, email, your website, mobile apps, and more) while maintaining the same customized preferences and interaction history.

It’s up to you to adopt and integrate tools and technologies that automate and enable this type of customer experience. Doing so is mutually beneficial for both you and your customer. They’ll have a more seamless experience, and you can collect customer data that delivers insights you can use to improve your strategy and drive growth.

Thought Leadership

Customers want to engage with and buy from brands that have established reputations as thought leaders in their space. You can deliver on this customer expectation by creating and publishing high-value thought leadership content.

There’s a wide range of content types you can make part of your strategy to do this — a survey conducted by SEMRush of 300+ marketers found that brands consider inspirational content, educational content, industry trends analysis, industry research, and opinion content to all fall under the category of thought leadership.

That means you can choose the types of content that align best with your brand personality and goals. The key is to publish consistently to add value for your audiences through content through their buyer journey and during their relationship with you as a paying customer.

You might think that quality customer service should be able to go without saying, but the truth is that even in this straightforward category customer expectations have evolved and elevated. A perfunctory customer service operation won’t be enough for modern buyers.

Quality Customer Service

The best way to create an exceptional customer service experience is to equip your teams with the tools and training they need to deliver on expectations. Be sure they have access to customer data and have quality equipment, from audio/visual equipment to software tools to easy-access resources for addressing common challenges.

Enhance the experience by adopting automation tools like live chatbots that can supplement human support during non-business hours or for easy-to-answer FAQs. Provide resources online in the form of content or customer forums for self-service support options.

Outsourcing customer service is also an effective and commonly used option when companies need additional support and resources to meet customer expectations.

In today's hyper-competitive business landscape, meeting and exceeding customer service expectations has never been more critical. The digital age has armed consumers with an abundance of choices, and their loyalty is increasingly tied to the quality of their experience rather than just the price. Your ability to provide quick responses, personalized interactions, seamless omnichannel engagement, thought leadership and top-notch service can be the difference between thriving and falling behind in the market. By embracing automation, harnessing data-driven personalization, and investing in your team's capabilities, you can not only meet but consistently surpass these expectations. Remember, in this era of heightened customer demands, excellence in customer service is not a mere option; it's a strategic imperative for sustainable growth and success.

#contactcenterworld, @televerde

 


About Jason Cortel:
Jason Cortel is the Business Resource and Outbound Operations Director for Televerde, a global revenue creation partner supporting marketing, sales, and customer success for B2B businesses around the world. A purpose-built company, Televerde believes in second-chance employment and strives to help disempowered people find their voice and reach their human potential.

About Televerde:
Company LogoTeleverde is a provider of a full suite of omnichannel marketing and customer services solutions that generate and accelerate qualified sales leads and actionable marketing intelligence for our B2B clients. We have more than 20 years of experience with decision-makers in companies. We deliver fully measurable and attributable ROI.
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Today's Tip of the Day - Multi Contact

Read today's tip or listen to it on podcast.

Published: Monday, October 30, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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