Coping with expectations: How modern customer service should be

OABPO Blog Team Published on November 7, 2014

Coping-with-expectations-How-modern-customer-service-should-be--Open-Access-BPO--Philippine-call-centers
Philippine call centers have been adapting web-based tools and using them as non-voice customer service channels in order to keep up with growing customer demands. Aside from the phone, it s now typical for contact centers to welcome and address queries via email, live chat, social media, SMS, and even mobile apps.

Customers have a plethora of convenient points of contact to choose from, but no matter how first-rate the service businesses offer, it seems that these options still have a long way to go just to satisfy people. And this is the challenge that every evolving company must face because as they elevate the quality of their products and services, their audience s expectations similarly rise. What s best now will become the standard, and those who don t live up to the standards will fall behind. This is why if you offer multi-channeled customer support, you need to know what customers expect from your channels in order to pass their collective criteria for great customer experience.

Channel

Coping-with-expectations-How-modern-customer-service-should-be

Choosing the right channel to deliver online support is one of the trickiest part of extending customer service to digital platforms. There may be lots of free social networks to build your base on, but those sites may not be where your audience frequents.

You may decide to have all areas covered by embracing all available platforms, but some of them may end up unused, making no return to your investments. What you need to do then is study where customer engagement takes place the most. Facebook and Twitter, for instance, are safe choices since these are today s biggest social media sites doubling as customer service platforms. You can eventually branch out to other channels as you get to know your customers better and their communication preferences.

Once you have chosen the right platforms to use, you should determine which functions each channel should carry. For instance, the phone can remain as the main channel for high priority cases, while social media can take care of minor queries. Then, know whether one Twitter account is enough for all customer service concerns or if you need multiple profiles for different issues like billing, subscription, or delivery tracking.

Accessibility

Ideally, you should be available round-the-clock now that you offer multi-channeled customer support. But if you don t receive request for assistance after office hours, then it s understandable to keep your operations within nine-to-five. Again, a thorough study of consumer preferences is needed in order to pinpoint the correct hours to make your service available.

Keep in mind, though, that no matter the channel and operating hours you choose, you should be accessible during that period. So keep your channels responsive and reliable by doing regular maintenance and upgrades.

Speed

Coping-with-expectations-How-modern-customer-service-should-be-

By speed, we mean the span of time from when the customers sent a request and the time you answered. Ideal response time varies from channel to channel:

โ€ข On the phone, it’s always best to answer right away, but if there isn’t anyone available at the moment, an interactive voice responseinteractive voice response (IVR) system must at least get the call sorted out so that the agent can get right to solving it as soon as he goes live.

โ€ข On email, the reply should be sent within the day. You might consider using an auto-responder that lets senders know that you received their message. This lets them know that you re working on their case, and you can also give a time estimate for when a solution can be sent.

โ€ข On live chat, replies should take no longer than three minutes, while tweets and other social media comments should also be posted with immediacy.

Basically, your response time should be faster than your competitors and shorter than your customers patience.

Join us on facebook
Open Access BPO 3 hours ago
#CustomerLoyalty is a privilege businesses strive to achieve.
๐—”๐—ฟ๐—ฒ ๐˜†๐—ผ๐˜‚ ๐˜€๐˜‚๐—ฟ๐—ฒ ๐˜†๐—ผ๐˜‚'๐—ฟ๐—ฒ ๐—ฑ๐—ผ๐—ถ๐—ป๐—ด ๐—ฒ๐—ป๐—ผ๐˜‚๐—ด๐—ต ๐˜๐—ผ ๐—ธ๐—ฒ๐—ฒ๐—ฝ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐˜„๐—ฎ๐—ป๐˜๐—ถ๐—ป๐—ด ๐—บ๐—ผ๐—ฟ๐—ฒ ๐—ณ๐—ฟ๐—ผ๐—บ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ?

Take a deep look at the stages of #CustomerLoyalty and see how you can shape your customer experience strategies and get your repeat buyers to continue supporting you: https://buff.ly/mNMdlGq

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Let's create memorable #CustomerExperiences and keep your customers coming back for more: https://buff.ly/0mgDGzC

#WeSpeakYourLanguage
#CustomerService #CX #CustomerSupport
Open Access BPO 2 days ago
A customer-centric support culture is built on a lucid and compelling vision.
A well-articulated ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—บ๐—ฎ๐—ป๐˜๐—ฟ๐—ฎ is essential for bringing this vision to life, as it:

โ€ข Communicates the intended #CustomerExperience, fostering clarity and understanding.
โ€ข Standardizes agent interactions, ensuring consistent brand representation and customer engagement.

The following questions will facilitate the creation of a resonant customer service mantra: https://buff.ly/YMTI4r2

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Get a reliable outsourcing #CX partner with empowered agents who can go the extra mile to deliver exceptional service: https://buff.ly/l4YDYb5

#WeSpeakYourLanguage
#CustomerService #CustomerSupport
#outsourcing
Open Access BPO 3 days ago
Revolutionize your customer service!
Learn how #improv theater fundamentals with its ๐˜บ๐˜ฆ๐˜ด, ๐˜ข๐˜ฏ๐˜ฅ principle, can transform #CallCenter interactions into genuine, solution-oriented experiences.

Read all about it and learn how to boost agent adaptability, problem-solving skills, and #CustomerSatisfaction: https://buff.ly/CEbXLoS

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
At Open Access BPO, we train our teams to deeply understand customer needs and provide natural, solution-oriented interactions, fostering trust and satisfaction.

Experience the difference of genuine customer connectionโ€”click and contact our CX experts at https://buff.ly/027ww7m.

#WeSpeakYourLanguage
#CustomerService #CustomerExperience
#CustomerServiceTips #CX #CSat
Open Access BPO 7 days ago
Customer issues rarely emerge from thin air. They often give subtle signals beforehand.
You just need to be vigilant enough to spot them immediately!

By proactively addressing potential concerns, you can significantly boost customer satisfaction, minimize complaints, and cultivate stronger relationships.

Ready to stay ahead of customer needs and deliver an exceptional experience? Learn more from our insightful series.

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Open Access BPO's solutions are always there for your customers anytime, anywhere, and in any language.

Contact us now and let's chat about your needs and what we can do to support your brand: https://buff.ly/zSgFw5m

#WeSpeakYourLanguage
#CustomerExperience #CX
#CSat #CustomerSatisfaction
#CustomerService #outsourcing
Open Access BPO 10 days ago
Customer expectations continue to change, and if you fail to keep up, you risk losing your competitive edge. Have you considered driving proactive engagement, personalized interactions, and seamless service delivery this year?

Our latest blog settles on a checklist that could help you rediscover the #CustomerExperience goals worth pursuing: https://buff.ly/oq5XRzE

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Embracing what the future holds becomes a whole lot easier with the help of Open Access BPO's proactive #outsourcing solutions.

Don't get left behind. Boost your brand's efficiency and #CustomerSatisfaction with our #CallCenter, back-office, and #KPO services

Let's talk about your brand's needs and how we can help: https://buff.ly/9KdB8xQ

#WeSpeakYourLanguage
Open Access BPO 11 days ago
Is your #outsourcing #CustomerService partner struggling to keep your team of #CX reps around?

Competitive pay and a safe workspace are essential, but if employees are still leaving too soon, itโ€™s time to rethink how you keep them engaged.

Check out our #LinkedInPulse article for deeper insights: https://buff.ly/AFPgD0T

----------
Check out Open Access BPO on social media
Facebook: https://buff.ly/KxmMdYp
Twitter: https://buff.ly/ds2y9sX
Instagram: https://buff.ly/YeCcWuK

Let's customize an #CustomerExperience plan for your brand: https://buff.ly/e2EWbMM

#WeSpeakYourLanguage
#EmployeeManagement #CustomerSupport
#CustomerExperience #EmployeeEngagement