How call centers help
Every German citizen is in more or less regular contact with a company's customer service. The aim of customer service is to answer customers' questions, provide successful assistance with problems, ensure the credibility of the company and ultimately strengthen the relationship between the customer and the company through interaction.
This makes customer service one of the most important figureheads and central points of contact for every B2C company. As customers generally remember negative service experiences for longer and are more likely to pass them on, there is a major challenge for companies: bad customer service experiences should be avoided, as they damage the company's reputation - and therefore sales and revenue.
The main causes of poor customer service are easy to find
According to a recent customer study by Yext, negative customer experiences are mainly caused by long waiting times - or when callers do not know when it is their turn (47%). 45 percent state that their problems were not resolved to their complete satisfaction. Waiting times are also decisive for third place. According to the respondents, problems are solved, but the process takes too long (39%). It is striking that young people between the ages of 18 and 29 in particular often complain about availability: Short "telephone opening hours" from 9 am to 6 pm are a no-go for the affluent Generation Z.
Understanding and improving the strategic importance of customer service
In addition to basic virtues such as speed, reliability and expertise, customer expectations of digital channels in particular have risen, according to a PwC study from last year. Customers expect the widest possible range of contact channels - with high service quality at the same time. Users are particularly focused on efficiency, intuitive usability and friendliness. If these requirements are met, customers are generally even more willing to pay. However, when it comes to meeting rising customer expectations and focusing on the customer experience, there is a gap between aspiration and reality for many companies. As a result, the high competitive pressure makes it easier for customers to make purchases from competitors after a poor service experience - and they make extensive use of this option.
What solutions do companies have for strategic customer service?
Restructuring tried-and-tested operating models, establishing new processes and initiating a rethink are just some of the solutions. According to the PwC study, this is easier today than it used to be: new, digital technologies offer companies a wide range of solutions to meet rising expectations and gain a competitive advantage. Digitizing processes also increases efficiency and reduces costs.
Anyone who is afraid of the expense of major restructuring is in very good hands with experienced customer care service providers such as AMEVIDA. They not only bring expertise to the table, but also a flexible and tailor-made infrastructure. This not only helps to turn the customer's wishes into a comprehensive experience. The customer also takes center stage.
