logo
logo
Sign in

Time to Change Your Customer Service Approach?

avatar
Karli J
Time to Change Your Customer Service Approach?

More than ever, customer service has become the primary factor in tech seeking out new customers and retaining the ones you have. The instant gratification that is associated with customer relationships today as well as the swift nature of reputation-damaging communications across platforms like social media or via review sites makes impeccable service a greater and greater imperative. In general, customers are using these reviews and records to make their decisions.

 

Metrics surrounding general customer service can inform how best to approach logistical strategies to advance your own best practices in this area. These can boil down to a restructuring of some previously considered ideas in the tech sphere.

Customers actually don’t want to talk to you

One large takeaway is that modern customers want very much to be able to solve their tech problems without personal interaction. The advancement of FAQ pages, customer forums, and instructional videos are solid evidence that people would much rather find the answer to their questions by themselves.  

 

When considering customer retention, email marketing experts have seen that customers far prefer emails that preemptively inform them of new features or give them the education they need to troubleshoot to those sent out that end up being simply sales specific.

When customers DO talk to you they have high expectations

With this in mind, it’s likely that customers that reach out have already tried to solve an issue themselves and are already frustrated with a lack of an evident solution. This means that when customer service representatives are contacted they need to consider this backstory and approach a consumer with a full conception of this idea.

 

Below, Nextiva covers the customer service skills necessary to excel in this environment. For example, the metrics say that over 40% of customers already feel that they have worked harder than customer service representatives to solve their own problem.

 

That is a feeling that has to be alleviated for consumers to have a positive experience.  This also reiterates the importance of aspects of the work that include creating an empathic, focused, and adaptable atmosphere when in conversation.

 

See the infographic below for more skills to develope in this area that might change how you address your current customer service practices.

 

collect
0
avatar
Karli J
guide
Zupyak is the world’s largest content marketing community, with over 400 000 members and 3 million articles. Explore and get your content discovered.
Read more