Did you know that many consumers stop buying from your company because they are not served as they would like?
Therefore, not only the quality of the product or service is important, but also the service you provide to your customer.
And this consists in the humanization of the attendants, in the number of channels you make available for consumers to be served and in the speed with which problems are solved.
What is customer service?
Just to clarify, customer service is all the support that your company offers to its consumers. And this is not only at the time of sale.
It consists of the post-sale and also the first contact that the customer has with your brand, even if his intention at that moment is not to buy.
What do you offer to attract your customers? How do you structure your team to handle calls, suggestions and complaints?
How many communication channels are you offering? Are your communication channels interconnected? Notice how many details you need to think about.
Omnichannel as a service strategy
One strategy that companies are adopting to improve customer service is omnichannel. It consists of offering numerous service channels.
For example, you can serve your customer by phone, email, social media, chatbots or even WhatsApp.
Then you ask me: but wouldn’t that be multichannel? The answer is yes, as long as the channels are not all interconnected.
That’s where omnichannel comes in. If a customer started being served on the phone and then moved on to email, he does not need to repeat everything he has already said.
How do you implement this strategy?
To implement this strategy in your business, the best way is to adopt a CRM platform. For, this is a way to have more information about your customer.
For example, without a system it is more difficult for the attendants to pull the information that the customer has already gone through a channel. So everything needs to be interlinked.
There’s no way to have that level of interconnection without having a good system that connects everything in one place.
The importance of customer service
If your company has not yet paid attention to the need to provide good customer service, then it is time to think about it.
After all, bad customer service these days can create a stain on your enterprise that is very difficult to erase.
Good customer service in many cases is worth even more than a good product. So, think carefully on this subject and do not forget to adopt good metrics to track the evolution of your service.
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