Customer service has always been a relevant category for businesses. This has traditionally been due to the additional advantages that this service entailed for customers: brand loyalty and increased sales mainly. However, the rise of the Internet and new technologies has generated changes in consumers. Notable modifications that are in line with their behavior and that have made them especially demanding potential customers.
It is this new type of user that companies and brands should bet on when developing and implementing their respective customer service services. But how to do it effectively? What aspects to take into account and emphasize and which to Taiwan WhatsApp Number List dispense with or leave aside in the secondary field? What are the indicators that must be taken into account to make the best decision in this regard?
According to a recent study published by the Aspect Software company, companies have to put all their efforts in offering consumers the best possible customer service since not only will their percentage of sales depend on this perception, but also the acceptance of the brand by part of the users and their permanence of purchase bet for it.
Thus, the document offered by this organization underlines, for the first time customer service and the customer’s shopping experience are linked directly and, specifically, through a significant percentage, since nothing more and nothing less than the 76% of consumers associate customer service with a company’s brand image and look to it for proof of its value.
In this sense, the research shows that consumers seek from companies, above all, that through their customer service services they are able to attend to their problems and demands. In fact, the document emphasizes that what three out of four users explicitly requires is that brands be able to solve problems on their own when meeting customer demands. Impact on purchases
Along the same lines, the study carried out by Aspect Software indicates that more than half of consumers have changed supplier brands after having received poor customer service from them. This data is especially relevant in the case of consumers belonging to the Millennial generation (those who currently have between 19 and 34 years of age), because according to this stratum of users surveyed by the company, more than half are They acknowledge having increased their expectations regarding brands since 2012.
Likewise, 56% of those belonging to this generation of consumers, especially adapted to new technologies and very aware of their economic budget and financial level, claim to have changed brands after having received poor customer service, which It had to offer them quick and concise answers to the doubts and problems that they generated. Need for adaptation
An interaction, between brands and users, that takes place through customer service more frequently than companies are aware of. And is that according to Joe Gagnon, vice president and CEO of Aspect, “the average consumer interacts with customer service an average of 65 times a year.” The figure is, above all, bulky, but the words with which Gagnon continues his enunciation are more significant. Thus, this entrepreneur ensures that customers are increasingly disappointed with the service received, an experience that he does not differentiate between digital and mobile consumers and traditional consumers.
Hence, this company urges companies to enhance their customer service. An indicator that represents an opportunity to build a positive business image by customers and, in turn, to ensure customer loyalty in the long term.