News : Customer Service/Support High on Brands' Focus List
Germany, August 20, 2014 -- There is an old customer service saying that goes, 'the customer is always right'. According to new data out from SAP and The Service Council (TSC) customers' needs are more important than ever as brands are now focusing on service as a way to engage and reengage customers.
Customer service has always been an important factor for businesses, but the Internet has made customer service and support even more important because it is simpler than ever for consumers to find another plumber, retail shop or office supplier.
"Although focusing on two different challenges facing today's multi-faceted organizations, both of these reports contain the common theme of highlighting strategies that require both introspection and a realignment of time and resources in the name of organizational improvement," said Sumair Dutta, chief customer officer, TSC. "The resulting rewards -- improved customer satisfaction and profitability -- prove beneficial to stakeholders both internally and externally."
According to one new study more importance is being placed on service and support as brands look to increase their loyal shopper base.
Some interesting takeaways include:
• Traditional 'field service' roles are changing to become 'solution providers'
• 84% believe faster problem identification is important to their performance
• 60% say customer service/support will lead competition within 3 years
• 75% say the importance of customer service is higher now than 3 years ago
• 71% say more importance is placed on service now than last year
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Voice Mail Timeout!
More Editorial From SAP
SAP is the world's largest business software company – with more than 48,500 employees at sales and development locations in more than 50 countries worldwide.
Published: Friday, August 22, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m...
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact i...
global provider of contact center services and back-office processing