In April 2012, Forrester Research, a recognized research firm, surveyed businesses to determine customer experience goals and trends for 2012. Their research revealed:
- Improving the online customer experience was “the most common objective at 77%;” and
- That despite the number of customers who still call companies to get help (often after bad digital experiences), only “43% of respondents said that they plan to improve the agent experience in 2012.”
The takeaway here is that, today, a telephone call answering service strategy that’s customer service focused is a point of competitive differentiation.
Just two tactics that deliver exceptional customer experiences include:
- Answering every call by a “live” person. Rather than waste your customer’s time playing an annoying game of telephone tag, you can quickly resolve their purpose for calling.
- Answering every call by a fluently bilingual customer service representative. For example, if your business serves both English-speaking and French-speaking communities, your customers will be very appreciative that they’re able to converse with your rep using their preferred language.
We wrote a white paper on this very topic, which discusses how positive customer experiences retain customers, build customer advocacy, and lead to business growth. We invite you to read the white paper entitled, “Is Your Answering Service Strategy Delivering Brand-building Customer Experiences?” to learn more tactics that will help you deliver a Gold Medal performance.
If you have questions about your inbound customer service requirements, On Call Centre welcomes the opportunity to help you achieve your business goals. Call us at toll free at 1-866-323-3344 (or local Ottawa 613-238-3262, email us at firstname.lastname@example.org, or fill out our Call Me form.
PS: Here’s the link to the Forrester report entitled, “The State of Customer Experience,” April 24, 2012.