Why is Customer Service Important? 11 Ways Customer Satisfaction Correlates with Business Results

The march towards customer service is becoming more evident now than ever before. Gartner predicted that Customer Experience (CX) would be the key differentiator between businesses by 2021. It became true.

As we all know, customer expectations are continuing to rise around the globe. Customers expect more from brands when it comes to convenience, resolution times and agent expertise. The good news is that brands which can deliver on expectations are rewarded with higher rates of customer retention and loyalty. When building your business, everything screams for attention but happy customers lead you to more money, growth and sustainability.

Yes, better customer service matters. When you are an expert in keeping current customers happy, you get to experience even more stable revenue and more accurate predictions. In this newest article, you are going to discover 11 ways customer satisfaction correlates with business results.

1. Revenue increases with good customer service.

2. Happy customers build a better reputation.

3. Retention correlates to customer satisfaction.

4. Churn decreases with more customer care.

5. Customer Lifetime Value (CLTV) improves with better customer service.

6. Employee happiness correlates to customer happiness.

7. Company culture strengthens with improved customer sentiment.

8. Brand awareness increases with positive Customer Experiences.

9. Marketing spends less with more customer advocates.

10. Valued customer service unites goals and processes.

11. Business longevity relies on satisfied customers.

Rosetta Consulting Customer Engagement Survey

Even if products and services have errors, you can still provide a seamless Customer Service Experience, people will be forgiving. Rather than push them right into the enemy’s arms, focus on smarter customer service to prevent customers leaving your brand. When you create a culture of serving people, your employees will follow you. An example, the support team helps the sales team. Product listens to customer service agents. Your team then collaborates and works together with kindness, compassion and above all, respect.

Why is Customer Service essential?

The question isn’t more about the why but the how. You’ll need to convince customers to stick with your brand through the months and years via an omnichannel customer support.

Keep customers loyal and satisfied with smarter customer service and they’ll be happy to promote your brand. A highly engaged customer refers to one who reads your emails, follows you on social media, and interacts with customer support. Now, your customers can be connected with you wherever they are and whenever they want through an omnichannel strategy.

The best means to sustainably grow a company is via word-of-mouth. Nothing beats the oldest trick in the book. Great customer service leads to happy customers who talk about your product or service with future customers.

Discover how Accordia Omni can help happy customers stay connected with the right channel of engagement and know how important great customer service is.

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Source: https://www.groovehq.com/blog/why-customer-service-is-important

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.

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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

Smart Chatbots Are Ruling The World Of Customer Service

Bots are everywhere. For the first few years, chatbots were used in customer service but now have expanded onto other verticals, such as enhancing the Customer Experience (CX) and improving operational business efficiencies, to name a few. Other names are the bots being called such as virtual agents, digital assistants, virtual assistants and conversational AI bots.

The future of businesses rely on intelligent chatbots. Discover what the chatbots can do for your business for now and the years ahead. Dive deeper into the comprehensive list of the chatbot benefits in 2022. Let’s find out how chatbots rule the world.

Top 10 Advantages Of Chatbots For Businesses

1. Offer website visitors contextual, AI Driven Support.

2. Better analysis of customer data.

3. Enhances customer engagement and sales.

4. Better lead generation, qualification and nurturing.

5. Bots save a great deal of time.

6. Massive range of possible applications.

7. Applicable to multiple industries.

8. 24 hour service and getting an instant response.

9. Answers to simple and complex questions.

10.More conversational and helpful with rapid and increasing growth in messenger apps.

 
Chatbots are becoming a popular demand among your customers and are good at real-time assistance. It’s because they’re introducing a new way for businesses to interact with the world and most importantly their customers, riding on the exploding popularity of messaging apps. Therefore, integrating your own chatbot into one of the famous platforms that customers use daily such as Whatsapp or Messenger, can be better than building a new app by saving a ton of money and time.

Don’t waste time. Invest in the future of chatbots and experience the major advantages of being chosen over your competitors. Contact Us Now

Source: https://chatbotslife.com/5-benefits-of-using-a-chatbot-937b8b793826

How Gen Z and Millenials Are Influencing The Future Of Shopping And 4 Reasons Why Chatbots Are Awesome

With the great resignation appearing and prolonged job searches, Gen Z is dedicated and resilient with their interest in fashion and retail the past year – even with nowhere to go. The previous norms have made an impact on your customer’s buying behavior and especially Gen Z (aged 18-25) and millennials (aged 26-40). This also created an awareness on how businesses need to thrive in 2022 and beyond among these two age grouped people.

This gives a huge opportunity for digital, convenience and social consciousness in the shopping space. Yes, digital is leading. Both Gen Z and millennials have demonstrated a willingness to shop both in-store and online, choosing to use each channel based on a different set of benefits. Among the two generations, more people plan to take part in online shopping more while 42% expect to return to their habits – a previous combination of digital and in-store.

Both Gen Z and millennials feel it’s convenient, safe and price affordability comparisons as their main reasons to do online shopping but coupled these benefits with the inconvenient of long wait times for deliveries, delivery costs and returns.

Both generations are leaning more towards online shopping, the survey found that consumers are mostly looking for better fit technology and higher quality images. For shoppers, there’s a chance to grab better photos and videos along with more personalization tech which enables you to know in depth about a shopper’s personal sizing, style preferences, price point to help them find the right items during the shopper’s first visit to your webpage.

As your customers love online shopping, the chatbot can also be of good help to make the shopping experience easy and fun. If those issues that happen during online shopping were resolved, 43 percent of participants would be quite likely to decrease their shopping in-store and 27 percent definitely would stop in-store shopping altogether.

Gen Z provides an excited await as this generation cited that they are planning to do shopping in person compared to millennials. It’s essential to highlight the benefits of shopping in-store: fitting rooms, socializing with friends and searching for items they didn’t find in the place.

Young Shoppers Purchase By Following Their Beliefs.

Young customers shop with their own social perspectives. Coming out of the tough year wasn’t easy and the importance of sustainability with an inclusive view has only grown. Members of both age groups, millennials and Gen Z have expressed that they abandon a purchase because the brand didn’t reflect their values and 70 percent of young shoppers would pay more for fashion from sustainable or socially conscious brands.

New Habits Lead To Newer Strategies For You

It will become more important to reach Gen Z and millennials as their purchase power continues to grow in the years to come. The digitally savvy generations are ready to adopt new purchasing options but they also see value and hope for re-creating the wonderful and nostalgic memories of the past. For instance, previous shopping habits and social interactions that didn’t take place over social media.

In this article, we also list for you the impact of chatbots on customer loyalty.

Since these shoppers value these social interactions whether online or in-person, convenience from both price and delivery plus goodness for the people. How can you create those moments again? How can you take lessons from the past and create the best comprehensive omnichannel CX for shoppers now and in the future?

7 Fascinating Reasons Why Chatbots Are Awesome

1. They contribute to brand awareness and reduce the effect of familiarity on the customer purchase intention.

2. Helps stimulate the shopping intention of customers.

3. Customer expectations and satisfaction can be exceeded.

4. Proactive responses to questions and complaints from a customer.

5. Helpful in terms of delivering enlightened personalization at every level

6. Higher conversion rate and offer quality service for engaged customers.

7. Experience more cost saving and help customers enjoy instant customer service.

 
By optimizing the customer experience, you can witness speed in customer satisfaction which then leads to customer loyalty, which is important in the past, now and in the future. The digital developments and growing competition made many companies face hard challenges to attract and keep customers running back to them.

The “New” customers in 2022 wants to spend less and less time. Therefore, they expect to be able to reach a company anytime and anywhere, irrespective of time, location and channel. The best instrument for customer service is the use of chatbots. There’s a reason why many are following the bots’ trend and mostly to experience better biz growth.

Ready to find out what a chatbot can do for you?

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Source: https://www.mytotalretail.com/article/how-gen-z-and-millennials-are-influencing-the-future-of-shopping/

How the Chatbot Is A Perfect Choice For Your Business?

Chatbots are quick, great at conversations and very helpful intelligent assistants. They provide good customer service, time-saving humanized interactions and also the key idea to make your small-to-medium-sized business (SMB) stand out among competition.

The intelligent chatbot is another meaningful way to avoid poor Customer Experiences, build long-lasting customer loyalty and create better customer appeal. Know more on how the chatbot can be your best partner in business. Delve further into the list.

10 Ways On How Chatbots Boost Customer Value For SMall and Medium Business (SMBs)

1. Easy setup.

2. Handle customer service requirements.

3. Tailored exactly for your SMB.

4. Offering website visitors contextual 24/7 instant and AI driven support.

5. Reduce costs.

6. Increased customer retention and ROIs.

7. Interact with customers any time, any day.

8. Save a ton of time.

9. Enhance customer engagement.

10. Analyze customer data better and generate qualified sales leads.

 
Fasten your business growth and represent your business to its full potential with us. Be available and interact with your customers at any time of the day. The right chatbot should be up and running within a day. Increase revenue and retain customers in one chatbot. Know more!
 

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Which is a Better Friend? The Chatbot or Live Chat?

Did you know? The use of chatbots in the customer service landscape is growing higher. So, what differentiates the chatbot from live chat? With conversational marketing on the rise, discover which tool is the best fit for your business needs.

In times of need, customers are looking for fast solutions and speedy customer service. With 24 hour automated functionality and the ability to give you hours back in your life, we have chatbots and live chat, the outdated and traditional way to engage with customers.

But, let’s skip to the good part. Both are good at making customers happy but how do you determine which one is right for you and your team?

4 Differences of The Chatbot vs Livechat

1. Need for speedy responses

2. Capability to chat 24/7

3. Context clues to help understand your customers

4. Implementing with ease

 
The bot is hard to build but the user will enjoy a better experience. How developed you want it to be? Does it answer frequently asked questions or can it have a smooth and wonderful conversation with users?

It’s clear that bots are able to answer FAQs for now and you shouldn’t complicate it further. The actual creation of your chatbot might not be easy but you can find best ideas and practices on how to integrate chatbots into your conversational business strategies. Know more on how you can give a bot a branded personality to get your customers using it for their questions. Uncover how the bot can be designed and tailored perfectly for your business needs. Just imagine being available any time and any day. Get a friendly chatbot. Make customer-employee conversations easier.

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Source: https://www.digital22.com/insights/chatbot-vs-live-chat-the-differences-and-how-to-pick-the-right-one

AI In The Direct Messaging: Seizing The Social Commerce Opportunity With Conversational Messaging

Intelligent chatbots are very helpful at driving conversational messaging and ensuring your customers are happy for days or even months.

8 Ways Of How Conversational Messaging Ensures Customers Aren’t Lost In Your DMs

1. They can answer customers’ frequently asked questions.

2. Check local availability for specific products.

3. Provide updates on recent orders.

4. The chatbot can easily be programmed to speak like your brand’s mascot.

5. Interpret customer sentiment to keep the conversations going.

6. It can create a personalized and social-exclusive offer for them within the social channel.

7. The chatbot can easily hand off support via a simple API.

8. Agents on social channels can engage and convert without missing a beat.

 
What if your customer on social media needs support from a live agent? The chatbot can help hand off support through a simple API, work as a hub for customer interactions, providing both live agents with context and history to immediately solve customer issues or answer their questions.

Most businesses are easily available online and this makes the convenience of online shopping unchallenged and e-commerce sales continue to grow three times the rate of brick-and-mortar retail but bear in mind, digital retail does not and should not stop at websites plus branded apps.

The time is now for you to invest in rich and interactive social commerce capabilities. Online posts are a great start for social commerce, it’s shoppable and has the potential for personalized and real-time Customer Experience via social channels to go much further. You can transform your social channels into fully responsive and immersive digital experiences where customers can send a direct message (DM) about a product and receive informed responses. With all these ideas implemented, you can also create helpful efforts instantly without depending on customer service agents.

Do you know what opportunity lies in conversational messaging? It eases and strengthens your employee-customer interactions while activating two-way channels, supporting real-time dialogues between customers and brands. Take the right road to customer satisfaction and experience anytime and anywhere connectivity. Experience automation and scale your social commerce experience with the help of Artificial Intelligence (AI) enabled chatbots and conversational APIs. Be friends with an intelligent bot and provide better customer service. Get yours today!

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Source: https://www.mytotalretail.com/article/ai-in-the-dms-seizing-the-social-commerce-opportunity-with-conversational-messaging/

8 Inspiring Tips For Smarter Customer Experience In 2022

You can invest in brilliant CX. Even if CX excellence is a little different now compared to the years before, some aspects of the new meaning are obvious: heightened empathy, kindness, smoother digitalization, stronger security and safety, greater inclusion and diversity. The decade is giving us hints on how urgent we realize that these values are becoming more essential. There are no new needs or luxuries and they’re long overdue.

Another interesting thing about this list of obvious smarter CX? It’s not necessarily in the average Customer Experience manager’s scope of control or influence. Even you can make it a point to inculcate these values for better business growth. Some of those incredible values include:

1. Heightened empathy and kindness go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

2. Smoother digitalization involves the IT function plus business process owners across your company.

3. Stronger security and safety is enabled by facilities, legal, operations and other functional areas.

4. Greater inclusion and diversity is a commitment of attitudes and actions across your whole enterprise and with your alliances, channel partners and suppliers.

How can you ensure that you’re not overdoing Customer Experience (CX) but giving your best for customers with these best practices? How can it be achieved NOW, rather than over the course of several years? Interestingly, like the list above, the answer to Customer Experience excellence in 2022 is to revisit the basics: they’re long overdue! Here are 8 cool and inspiring tips for achieving 2022 CX excellence in these areas and beyond:

1. Stop referring to Customer Experience as interactions.

2. Start picturing Customer Experience holistically.

3. Stop calling customer service “Customer Experience management”.

4. Start focusing on customers’ objectives.

5. Stop being obsessed with quick wins.

6. Stop seeing NPS as your sure-win.

7. Start expecting everyone to align to customers.

8. Start coordinating among all facilitators of Customer Experience management.

 
It’s time to improve value for customers and customers’ value to your company. Strengthen internal communication and coordination across these to strengthen customer relationships and lifetime value. Help them see how their efforts flow from one to the next.

The new and workable solution to brilliant CX is enthusiasm and maturity in sports, music, academics and everything else. The basics are revisited and continually tweaked. These are known as CX best practices. By following this list of 8 tips for better customer service experiences, you will find that 2022 isn’t about being customer first, employee first, digital first, safety-first or revenue first, instead it’s all of them combined together to be the strength of your business strategy.

Deliver dedicated and brilliant CX by focusing on all aspects, demonstrating a high sense of empathy towards customers and employees, all evaluations and proposals. This is how you can create smarter experiences for your customers and as a way of life. Learn how you can stay connected wherever and whenever while creating smoother, happier, non-friction customer journeys now and in the future. Discover Accordia OMNI today.

Source: https://clearaction.com/21-tips-for-2021-customer-experience-excellence/