Wednesday, December 16th, 2015
As thoughts turn to the New Year, mplcontact of Sutton Coldfield, Birmingham takes a look at what 2016 may have in store for the modern customer services department.
These days, many customers are seeking to have a “seamless” shopping experience; i.e. one which produces the same outcome no matter where they are, be it in store, online or on the telephone. This so called “omni-channel” customer is likely to be a force to be reckoned with given some recent research which indicated that in excess of 80% of those polled believed that brands should be putting a lot more effort specifically into this area.
Customers that raise an issue through one channel and then switch to another to achieve resolution undoubtedly expect not to have to start the conversation over again from the beginning, but is the creation of an omni-channel solution worth the investment for the business owner? Well, with retention rates of around three times of those who don’t provide a so called seamless path, subject to the many other factors that a business must take into consideration, it may well be.
Furthermore, a recent report by Deloitte indicated that over 60% of organisations view customer services as a “competitive differentiator”. It follows that individual businesses should then make sure that they collect and analyse customer feedback to ensure they can identify any inefficiencies in their own systems, which in turn will provide an insight into what changes may be required in order to more closely meet the needs of their customers.
With mobile search now surpassing that from desktop, and with an incredible 2 billion smart phones in use today, one survey indicated that nearly 80% of adults below the age of 24 used their mobile device to contact some form of customer support at least once a month. Worryingly though, many consumers still claim to have had negative experiences whilst seeking support using their mobile devices, so any business with a customer services department should pay close attention to this particular area.
So where to start and where to go for help with all this? If you would like an informal discussion to establish how we may be able to help your business with this in the coming year or to find out more about our outsourced customer services solutions, just complete the enquiry form by clicking HERE or call us today on 0800 018 6009 to find out what mplcontact of Sutton Coldfield, Birmingham can do for your business.