Customers expect more from your business than ever. With this increased demand, companies must be willing to work with customers on their terms. However, five in ten consumers needed to make multiple contacts to resolve their most recent customer service issue. What’s more is one in three consumers report that it was not easy contacting a business to handle their last customer service issue. To mitigate these consequences, brands must recognize their customers desire for speed and channel preference and then reap the benefits.
Customers will not wait for companies to contact them. Sixty-four percent of customers expect companies to be available in real time, and 75% of customers demand instant service within five minutes of online contact. And if companies don’t deliver, it can severely cost them. Most (91%) will leave a company without warning based on poor customer service, while others will switch brands, leave a negative review, consider other companies and become frustrated. Companies must be customer-first to meet these demands and prevent customer churn.
To better relations with customers, companies need to understand how various channels work with your customer and each other. Having a consistent experience across any channel is very important to most customers (71%) yet very few (29%) receive this request. What’s more is that 83% of consumers say they want the ability to move between channels when talking to a brand but once again, not all companies (50%) offer this to their customers.
So beyond customers asking for this, why does it matter? Companies with strong omnichannel presence retain many more customers (89%) opposed to those with weaker omnichannel activity (33%). To have a strong omnichannel presence, companies must have many strong channels that align with customers’ preferences. Most customers prefer self-service and text messaging (91% and 90%) with chatbot and social media following (63% and 51%).
Additionally, consumers who receive text message marketing are 40% more likely to become a customer than those who don’t receive them. With nearly an average of four hours spent on mobile devices every day and 78% of consumers using mobile devices to connect with brands for customer service, mobile is the fastest, most cost-effective way to meet demanding customer service expectations.
To best reach customers, companies must amend their methods to those customers are seeking. Not only have customers stated text messaging as a preferred channel, but 67% of the world’s population are mobile phone users, meaning brands can get their messages to mass audiences. Mobile chat interactions are not only beneficial to consumers but the companies, as well.
Better Savings and Improved Satisfaction
This preferred channel not only has a shorter interaction duration (2 to 3 minutes) but also allows employees to manage multiple customers at a time. When you transform to meet and exceed the needs of customer service, the results show. Quality customer service experiences result in drastically higher Net Promoter Scores (65 points), increased employee retention (17%), fewer repeat calls (40%) and reduced number of escalations (50%).
EMPOWERING CUSTOMERS – SYNIVERSE’S MISSION
Knowing the importance of the customer service experience is simply one sliver of the solution. Taking action on improving this interaction is where it all comes together. That’s where Syniverse Intelligent Engagement comes to play. With our full-service, end-to-end solutions, businesses can harness the power of conversational messaging with anyone around the world on the device and channel they prefer. Our omnichannel services can coordinate customer engagement strategies across departments and give customers a complete view of their customer and customer preferences. While we’ve explored that many customers prefer text messaging, no single channel will be preferred by 100% of audiences. Others may prefer using social messaging, like Facebook Messenger, or voice – and many times their preferred channel can change depending on their request. Regardless of what customers prefer, Syniverse Intelligent Engagement makes it possible to be there when and how customers want to receive company messages.
TURNING CUSTOMERS INTO LOYAL ADVOCATES
Quality customer service interactions elevate companies’ ability to retain customers and turn them into loyal repeat buyers. With 93% of customers more likely to be repeat customers at companies with excellent customer service, brands cannot afford to have poor or average customer service.
What defines excellent customer service for you? Leave me a comment so we can continue to discuss and learn from each other.
Mary D’Alessandro advises the world’s largest enterprises and financial institutions on the planning and execution of their digital transformation, enabling their ability to provide an excellent user experience by servicing their customers in real-time and on the channel of their choice by leveraging Syniverse cloud-based omnichannel solutions. Through strategic solutions consulting, Mary focuses on how enterprises can provide an excellent customer experience through contextualized communications with the ability to scale, accelerating the time to market, revenues and ROI; and on how they can use new technologies like Blockchain, AI, IoT and 5G to augment their offering in the most secure way possible. Mary has 20 years of international experience in mobile and technology sales, both on the telco and service provider side, across Europe and the United Sates. Mary served in a number of senior management positions prior to joining Syniverse in January 2019. Mary holds a Master in Marketing, Communication and Sales Management from Publitalia and a Honours Degree in Marketing and Communication from London Metropolitan University.