Knowing your customers and knowing what they need is one of the bases for being able to offer excellent service and thus be able to differentiate your brand from increasingly greater competition.
Skills for excellence in customer relations
Excellence in overseas chinese in worldwide phone number data customer service is one of the values that we must undoubtedly promote at all points of contact: the way you relate and communicate with your customers will be what makes the difference.
Another key factor today is speed , and more specifically, agility : if you are able to solve problems in record time, or even get ahead of them, you will have achieved part of the path towards excellence in customer relations. Getting ahead of possible incidents will become increasingly easier through solutions related to artificial intelligence and data analysis using predictive models , so companies should not hesitate to implement this type of solution within the framework of their customer service .
We all know that, in most cases, we still do not receive the treatment we need. All the quality standards, after-sales services , satisfaction surveys, complaints and claims that we receive from brands should be the key to act accordingly and improve the service in each iteration of the same.
Today, customer experience is one of the strategic priorities for 92% of companies and one of the keys to relational marketing . This is due, as we mentioned at the beginning, to the situation of the markets. They are increasingly more competitive. On the other hand, it is also due to the behavior and degree of demand of customers, which is undoubtedly increasing.
In many studies, customer or user experience —also known as UX— even surpasses price and product as a key differentiating element of the brand, becoming a variable to add to the marketing mix.
In order to improve, it is essential to listen to the client, know their expectations and act based on the lessons we can extract from this active listening , transforming the company's internal procedures whenever necessary.
It is also worth highlighting what the entry into force of the General Data Protection Regulation ( GDPR ) in 2018 has meant for companies in terms of raising awareness of the importance of security and privacy in matters relating to the processing of personal data . This is undoubtedly an opportunity to improve the quality of service through regulatory guarantees.
Customer service and technology in contact centers
Most companies rely on services such as those offered by contact centers —or call centers by their traditional name—. Far from operating as they did in the past, these centers have been brought up to date to manage, in addition to incoming and outgoing calls, emails, live online chats , social networks, instant messaging applications, etc. Omnichannel also reaches customer service .
The technological development of telemarketing has caused the points of contact between brands and consumers to multiply almost exponentially, so customer service must be provided in all of them in an excellent manner.