We live in a modern age, one where instant gratification is not just preferred, it’s expected. This is a product of technology, of an era where everything seems to happen instantly. As a result, the average customer is going to be a lot more demanding than they used to be. You can see it from the way internet can be accessed so easily from a device that can fit inside your pocket. All of the information that you could ever need about the world resting in the palm of your hand.
A customer can now use this handheld device to find the best of the best. They know who has the best prices, who has the best policies, the best services as well as a variety of other factors based on which they judge who they are going to end up acquiring their necessary products and services from. What this means is that you are pretty much always on thin ice. A customer will be able to find someone to replace you in a heartbeat, so the various companies operating these days do not have the same kind of freedom that they used to have in terms of how they deal with customers.
Hence, one of the most important issues of any business that is working in the industry these days is figuring out what the expectations of their customers are and ensuring that they meet them. Digital technology has resulted in a rise in consumer expectations, but it has also provided tools that can help companies meet these ever rising demands. A couple of examples of the kinds of technology that you can use in order to meet customer expectations are chatbots and help desks. Companies like Kayako help you offer website chat support that optimizes customer care.
The way that this technology works is that a type of artificial intelligence talks to customers and allows them to get any queries that they may have resolved in some way. This helps boost efficiency, but there is often a worry that customers are not going to like the fact that they are talking to a robot instead of an actual human being. That being said, research has shown that customers tend to prefer having a mix of artificial intelligence and real human support because they recognize and enjoy the benefits as well.
Why You Should Make The Most of Technology
A wide variety of industries are beginning to embrace digital technology in one way or another. Indeed, if we take the example of the insurance industry, we are going to find that there are actually a lot of ways in which the market’s satisfaction improved drastically simply because of the fact that the right choices were made in terms of what kind of technology was implemented. Mobile apps were used to simplify the buying process for customers as well as to provide customer support in a way that would make it as convenient as possible for the customer in question.
This is why it is important for you to try and empathize with your customers. It can be easy to be dismissive of the customer, especially since we live in a day and age where pretty much everything that is happening tends to focus around the satisfaction of the consumer in one way or another. However, the consumers are a product of the industries that are serving them at the end of the day, and there is nothing to be gained from condescension apart from the alienation of the very people that keep your business viable in the long term.
Instead of this reaction, what companies should be doing is adopting newer and better ways to understand the customer and give them the kind of experience that they are looking for. Live chat is a good way to go about doing this, especially if you are working in an industry where your customers could need attention at pretty much any point in the day. It can be easy to get overwhelmed by the task at hand, so in order to help you here are five tips that you can use to meet your customers’ expectations when it comes to live chat customer support.
Provide Adequate Trainings to CSRs
When you hire a CSR, you need to ensure that they know as much as possible about your products so that if a customer has a query they can have their question answered quickly. This can boost customer satisfaction drastically. You also need to ensure that all of your CSRs know how the helpdesks that you are implementing work. A lack of technical knowledge in this regard can add unnecessary minutes to each customer interaction. These minutes can pile up and turn into much bigger problems in the long run.
Keep Your CSRs Updated And Autonomous
This is a bit of a two-parter because both of these things are related to one another. If there are developments occurring within your company, your CSRs will need to know about it. They should be autonomous so that customer satisfaction does not end up getting delayed because of unnecessary bureaucracy or red tape, and part of that autonomy is being up to date regarding what is happening at the company. After all, your CSRs need to know what’s happening so that they can act accordingly.
Work on Quick Responses
This is something that should become intuitive for both you and your CSRs. Customers are not going to want to wait, especially if they have been made to hold for some time. While quality should always be your main focus, you also need to make sure that quantity stays up as well. Give each customer the best experience possible but also find out how to do that in a manner that is relatively swift so that you can keep the line moving and get customers out of the way instead of letting them pile up.
Don’t Rush Customers
One of the biggest mistakes that a lot of people tend to make when they are talking to a customer is that they start to rush them. You must never rush the customer in your pursuit of efficiency and quick turnaround times. This is going to be against the very spirit of customer support. Efficiency should be handled from your end, leaving the customer free to give as much time as they need to describe the problem that they might be facing. Rushing your customers will just lead to even more unexpected delays down the right because you will now be dealing with an irate customer.
Go Beyond The Call of Duty
You need to be consistently looking for ways to give your customer the kind of experience they deserve. Remember, we are living in a time of plenty. There are lots of options that your customers can look into besides you, so if you truly want to be able to set yourself apart from the competition that you are up against then you definitely need to look into the various ways in which you can allow your customers to get the best experience possible.