10 Things Customers Expect from Customer Service And One Of Them Is Omnichannel
A positive customer service includes omnichannel as they’re easy, fast and reliable communication channels. In this article, we are going to dive deeper into the 10 things customers want and expect from your customer service.
What do customers expect from your customer service department? Do you know what customers really want? Customers expect different things at different times via optional channels. It’s not easy to know what customers want but we are going to reveal what customers expect from you. Let’s have a look at that research now:
10 Things Customers Want And Expect From Your Customer Service And One Of Them Is Omnichannel.
They want you to:
1. Understand their needs.
2. Expect to have multiple options when contacting you.
3. Respond quickly through omnichannels.
4. Crave a personalized experience.
5. Solve their problems.
6. Listen to them.
7. Be proactive.
8. Be surprised.
9. Saving time over money.
10. Give them consistent answers.
There’s more data citing the essentials of having conversational channels to choose from and its huge impact on customer satisfaction. Hence, most customers who look for you expect you to communicate with them on their channel of choice be it face to face, online or even via the phone.
Modern customers expect to reach you easily with at least 10 different channels on any inquiry and if they can’t, you’re going to lose them. More than 85% of customers expect conversations with customer service agents to go smoothly, seamlessly and in real-time between channels. This means, they don’t have to repeat their problems again and again.
Let’s take the recent news of the week as an example. We need to start treating people with empathy and utmost care and especially in customer service. It should be a consistent practice to treat customers right and with due respect. Unlike in the Oscars 2022 show, where Chris Rock jokes about Jada Pinkett Smith’s alopecia disease and then invites Will to respond with anger.
Things could have turned out different if the duo had practiced empathy for one another. If Chris had not joked about Jada’s medical condition, he would have not been assaulted and Will wouldn’t have hurt him either. Oscars 2022 welcomed a diverse audience watching the show from all around the globe and surprisingly, the number of people watching increased during the heated moment.
The same rule applies for great customer service. Don’t scold the customer for being rude to you or your team. Instead, when the customer pulls you into a string of emotions, have the knack to still empathize and do the exact opposite, by responding kindly with a breather in between. Which means, after choosing to practice mindfulness and pause for seconds, Will would have not reacted violently towards Chris Rock. Another story was uncovered. The host of the show, Chris Rock didn’t rehearse the insensitive joke before the event took place and it clearly showed that he shouldn’t make fun of someone’s medical condition nor act very insensitive.
Even now, you would have understood that even in the context of businesses, contact centers and best practices, you shouldn’t reply to an angry or frustrated customer with the same sort of treatment. Instead, show empathy and care that you will resolve the situation by giving them an easy solution or getting a Subject Matter Expert (SME) to help you with their better advice. You can even provide your unhappy customers with the channels of their choice to dissolve any unwanted situations or problems before, during or after their purchase with you.
Make your customers satisfied with your services for months or even years from now via an omnichannel strategy, chatting with them at any time of the day through different channels while providing smart solutions. Stay effortless. Be where your customers are and stay connected.
Discover how Accordia Omni could do just that for you and your employees.
Source: https://fonolo.com/blog/2014/07/5-things-customers-want-and-expect-when-it-comes-to-customer-service/
https://www.theguardian.com/film/2022/mar/28/will-smith-apologizes-chris-rock-slap-oscars
