What is good customer service and why is it important?
We have all once had customer service that made us take a step back and smile. That person may have made your day, and that single experience would have been shared to a few people, instantly improving the company’s brand equity with just a small act of good customer service. Often, it does not have to be complicated resolutions that ignite this positive reaction, as sometimes just that customer service agent’s attitude made a world of difference for you during an issue that might have been quite stressful. Whenever that company was mentioned, your instinctive reaction would then to promote it, as your experience with that customer service agent was so great, that you would hope everyone went there to have that pleasant experience.
On the flip side, we have all had a customer service experience that made us altogether banish the company, forever in our black books, never to be recovered. It might have been before or after a sale, but from that point onwards, the company’s reputation in your perspective was burned beyond repair. That experience then became a focal point every time the company was mentioned, only further fuelling the negative experience and urging caution to family and friends, with the hope of preventing them from such an experience.
This is why good customer service is important, as those touch-points and interactions can make or break a company. Customers do have certain expectations of customer service agents, depending on the value of the company’s brand. For instance, if you needed to contact Louis Vuitton’s customer service, you would expect nothing but stellar service. However you would not expect the same standard at a corner shop, but if you were to receive the same standard of customer service from that corner shop as you would at Louis Vuitton, you would be more likely to be a repeat customer as you would feel respected and valued. This is why many people buy from smaller businesses sometimes purely because the service is much better and worth the small increase of price.
An immediate response is one of the most important factors in customer service satisfaction. Customers, new or existing, do not like waiting but live chat for websites can fix this issue, giving customers a direct, one-on-one personal experience with your company. Many customers prefer live chat to waiting indefinitely on a telephone queue after spending ten minutes navigating the menu system, so a simple change like this could improve your customer service instantly. Customer service agents can speak with multiple website visitors at a time, making them 400+% times more productive.
When you then add artificial intelligence to your live chat for websites, all of your visitors are engaged immediately by a friendly helper who can answer basic questions without any human intervention, putting your website online and responsive 24/7, even when your office is closed. This increases the productivity of your customers service team, allowing them to focus on the quality of their conversations rather than focus on the speed. Artie, Click4Assistance’s AI chatbot, can ask basic questions to determine which department should deal with that specific customer’s issue, reducing the number of transfers and ensuring the customer gets the right answer from the right people the first time around. Most customers are looking for a quick resolution with someone who is polite, responsive and knowledgeable. It’s amazing how a simple change like adding an AI chatbot to your live chat for websites could improve your company’s customer service reputation and instantly improve your customer experience satisfaction ratings.
Customers are people, and they want to be treated and respected like people. They do not want to be treated like a number and even if they have only spent one pound, they want to know that pound was valued. Sometimes a customer issue cannot be resolved, but how quickly, kindly and respectfully you deal with that situation, the outcome can still be positive. When you add technology like Click4Assistance’s live chat for websites, it increases the customer satisfaction level and the productivity of your customer service team.
Click4Assistance has over 15 years of customer service software experience across dozens of industries. The software is developed with both the customer and the team in mind, while providing a seamless experience for the customer and increasing productivity and efficiency for the team. As Britain’s only GDPR compliant live chat software built entirely in the UK, you can rest assured that service is prompt and your data is encrypted and safe. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 08451235871 or send an email to theteam@click4assistance.co.uk and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.
