Another factor to consider in the rise of mobile and a more technologically literate customer base is that many customer service calls can now be offloaded and replaced with self-service pages. There are many problems that can be solved faster by Customer service reviews leading a customer to a step-by-step guide of how they can fix it themselves, and if a problem is simple enough that they can handle it themselves, most customers would rather be told that right away than wait for a representative to explain it to them. Creating web pages with thorough, easy-to-follow directions for simple problems will not only solve many customers’ issues faster, it will also take some of the burden off of customer service personnel, allowing them to provide faster service when human interaction is required.
Despite the need to utilize mobile and digital technology, the customer service call center is still an integral part of customer service. Some problems can only be solved through live human interaction, and customers expect a representative to be there when they need help. It may not be high tech, but the call center should never be treated like a relic. Businesses that don’t put just as much time and effort into their phone centers as they do their chats and web pages will end up alienating, and losing, customers.
Despite cosmetic changes in the way contact between businesses and their customers is initiated, the core of customer service remains the same: the companies that provide attentive, quick customer care will gain the loyalty of their clients; the companies that don’t will lose them.
As a manufacturer or distributor, when you consider hiring third party freight logistics services to improve your supply chain and make their business more profitable, your ultimate goal is to provide higher standards of customer service. Better customer service is a key performance indicator that differentiates a company from its competitors. However, providing good customer service is as important as receiving it. You are a customer of a 3PL, and as a service provider, it is the responsibility of the 3PL to keep its customers happy.
3- Powerful Logistics Technology: A cloud based self-service TMS (Transportation Management System) should be provided so that you can manage multiple carriers in one portal allowing you to choose the least cost or best transit time carrier for a particular shipment. You should have 24/7 tracking and tracing capabilities and better visibility by showing you all their shipments across all modes of transportation. As a shipper, you should judge third party service providers on their ability to improve, monitor and streamline you supply chain and the expertise to suggest improvements to optimize the network according to changing business trends.
Customer service being the lifeblood of your business determines the level of your success in the market. The better you are at customer service, the more likely you are to rise from the bottom line. Therefore, it is highly recommended that you keep a track of the level of your customer service because knowing this will let you put timely efforts to make it up to the mark. You can’t expect an increased clientele, huge profits and a good name in the market unless you invest time, energy and money in providing standard client service. Investing in your service is also important because the increasing awareness about new marketing tools and techniques and easy availability of a number of alternatives have made today’s clients less forgiving. Why a client will tolerate any discrepancy in your service if he has many other options available under an impulse of a moment?
Providing below standard customer support you can’t survive the heat of tough marketing competition. In today’s jam-packed market, you can only maintain your existence when you deliver even more than expectations. According to a market survey, 86% of consumer quit doing business with a company after experiencing bad customer service. Another astonishing fact is that the news of bad customer service is spread out more than the news of bad customer service. Thus, the continuity of negative remarks about your services can really cost you endless loss in your business. According to a survey, on average, consumers tell 9 people about good experience; whereas 16 people about bad experience.
Therefore, being a retailer, if you really want to put your business on the winning streak then adopt the methods to deliver the best services to your customers. First thing you need to do before bringing improvements in your customer service, is to determine the current status of your business. The main factor which influences your customer service is the level of your communication with your clients. Have you established a contact center for your customers? Can they approach you easily? Are you able to establish seamless communication with your customers? Developing an effective interaction with your customer can make a difference between good or bad customer services. 51% of customers said that they would once try to reach help before quitting the purchase process.