Performing remarkable customer service on a routine basis has become the norm. In fact, today’s so-called “now customers” demand around-the-clock fast, helpful, personal and seamless service. But the key term to focus on here is “fast.”
According to Forrester Research, 77 percent of consumers believe a brand’s No. 1 priority should be to value their time and provide outstanding customer service. Today, brands big and small are searching for new ways to provide the exceptional service their customers expect — and they’re turning to technology for help. Here are three examples of brands doing it right.
1. Social Media
The old saying “time is money” is more relevant now than ever before in customer service. In fact, consumers who demand efficiency are actually willing to spend more money on brands that provide speedy customer service. They also tend to appreciate brands that reply to customer service inquiries via social media within a short timeframe, both of which were key factors in gaining higher customer satisfaction scores.
But that’s not all. Sprout Social found that 90 percent of consumers have taken to social media to connect with brands, and more than a third of those same individuals say social media is their preferred method of communication. So what’s the lesson here? It’s simple: Be responsive. Even if your support staff doesn’t have the answers right away, experts say it’s critical to make initial contact with customers to let them know you’ve received their inquiry.
Last year, Twitter took note by integrating new tools — specifically quick replies and welcome messages — into its Direct Messages feature, allowing companies that use the social media platform to provide a better overall brand experience. Indeed, these free, easy-to-use tools can be the determining factor in whether your customers view your company positively.
2. Cloud Contact Centers
But it’s not just millennials who demand speedy and remarkable customer service. Research from Conversion indicates 52 percent of Baby Boomers and half of all Gen Xers feel the same way as their millennial counterparts.
By integrating a flexible cloud contact center into day-to-day operations, companies are better able to reach customers through preferred methods of communication. Indeed, this helps ensure no customer falls through the cracks.
For example, Aspect Via operates through a set of native customer service capabilities, allowing brands to connect with consumers in real time on a more personal role-based level. This may include team leads, administrators, and UX design agents.
Customer engagement platforms also include self-service touch points, proactive outreach features, and reporting and analytics capabilities, allowing companies to keep a better pulse on its “now consumers.”
Of course, consumer demands are constantly evolving, and companies must do their part to adopt new strategies in order to remain viable. Case in point: According to a study conducted by Microsoft, more than half of all global consumers cited they have higher customer service expectations today than they did a year ago.
Arguably the most convenient way to keep a record of two-way conversations, customer service performed via email requires a lot of attention to detail. That’s why your company must meet consumers’ expectations with well-constructed and timely email responses.
But not only must a brand convey brevity and clarity through email, it’s also of utmost importance to authentic and human. Indeed, your best bet is to forgo boilerplate-type answers and instead consider using templated responses based on various customer service interactions. However, these resources should only be used as guidelines. Remember — today’s “now consumers” desire a personalized experience.