We never get tired of repeating that providing adequate customer service is fundamental for any company. However, in order to provide them with a good service, it is essential to define the customer’s expectations, since when they come to us, they do so to satisfy the needs that led them to contact us.
As a company, we must always make sure that the customer is treated exactly the way they want to. After all, this is what will determine whether they stay with us or go to a competitor. However, this is not an easy task, as everyone is different and so is what they expect.
However, there are a number of aspects that are essential in any customer service and that will help us to meet their most basic expectations. In this article we will define what these elements are. Keep on reading!
Various means of communication
One of the most important aspects of communication with customers is that the company is accessible by any means.
Thanks to new technologies, in addition to voice calls, both customers and companies have other communication channels at their disposal: video calls, live chats, instant messaging applications such as WhatsApp or Telegram… Thus, meeting this expectation becomes simple if we have the right tools.
Omnichannel communication solutions allow all channels to be grouped on one platform, facilitating their management from the same interface and increasing the efficiency of the service. With this tool, we meet customer expectations from a double perspective: we can reach all consumers, regardless of their preferred means of communication; and we reduce waiting times by not having to switch from one application to another to talk to users.
Free communication channels
Customers always expect the contact with the company to be easy. And one of the ways to achieve this is by making use of communication channels such as those mentioned above (WhatsApp, Telegram, live chat…). In addition to the ease of use, these channels have a fundamental advantage: they are free of charge for the customer.
Thus, in addition to encouraging them to contact, users will perceive the image of a company that cares about favouring contact with customers.
The emergence of new forms of communication, such as instant messaging applications, has changed customer expectations. Thus, when they contact a company, they want their query to be solved as quickly as possible, but this is an aspect that cannot always be achieved.
To ensure that customer expectations are met in this case, Artificial Intelligence can be your best ally. With these systems, you can provide answers to the most common user questions at any time of the day. In addition, they are capable of handling several conversations at once, ensuring fast and efficient customer service.
A personalised service
It is undeniable that we all like to feel special and to be taken into account. Personalised messages are much more effective than general messages, and that is something we must take into account.
In these cases, the solution is to have a Customer Relationship Management software (CRM). Thanks to this system, the information will be centralized on a single platform that all employees will have easy access to at any time and in any place.
In addition, CRM has a key advantage: it allows the connection with other tools. For example, integration with a WebRTC telephony system makes it possible to perform actions such as automatically pulling up customer data and modifying it without leaving the interaction. Changes will be recorded in real time and all agents will have access to them from any device with an Internet connection, no matter where they are.
In this way, we ensure that we exceed customer’s expectations, as they will feel that they are taken into account and that the company has taken the time to understand their needs. On the other hand, we will also build customer loyalty and a long-term relationship with the customer.
There is nothing more distressing for customers than to receive contradictory messages. And this happens, in most cases, because the contact between employees is not entirely adequate. This is influenced by aspects such as employees not being in the same place and not having received the necessary information to provide good customer service.
To ensure that this does not happen, the internal communication tools that we have in our company play a fundamental role. With Fonvirtual’s virtual PBX, workers will be able to talk to each other via voice, video and chat from the same interface while managing interactions with customers. This way, no matter where they are, they will be able to communicate properly with the rest of the team and receive the necessary information at all times.
Finally, customers expect you to be proactive. That is, they expect you to show interest in their concerns and that you offer them assistance.
Consumers always appreciate it when customer service does not stop once the purchase process is complete. Following up and taking the initiative to be the one to call or message them to see if everything is going well, adds value to your customer service.
For this, we again recommend having a CRM integrated with your telephony service, as you will be able to gather and organise information from the same platform where you manage conversations for a more accurate and controlled follow-up.
At Fonvirtual we offer you the opportunity to exceed customer expectations with our WebRTC PBX. You will be able to communicate with them through different channels, provide a personalised service and monitor their needs. Do you want to know more? Contact us!