{"id":465774,"date":"2023-02-06T20:41:39","date_gmt":"2023-02-07T04:41:39","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/back-to-basics-customer-service"},"modified":"2023-02-06T20:48:24","modified_gmt":"2023-02-07T04:48:24","slug":"back-to-basics-customer-service","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/back-to-basics-customer-service","title":{"rendered":"Back to Basics: Customer Service"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]It\u2019s a new year and many of us yearn for a \u201cnew normal\u201d as we strive to put the COVID-19 pandemic behind us. While many things remain uncertain, there\u2019s one thing we know for sure: Providing excellent customer service remains critical for companies of any size and across all industries.<\/p>\n

Consumers worldwide expect easy access to products and services; accurate answers to their questions; and rapid assistance when they encounter issues. They want to be in control \u2014 now. That\u2019s why in recent years we\u2019ve seen the rise of companies that disrupt inconvenience<\/a> like Netflix (no late fees), Spotify (no paying for single songs) and Uber (no waiting for cabs).<\/p>\n

You can\u2019t deliver an amazing customer experience like these disruptors without a deep understanding of your customers. That requires data. And as more consumer privacy and cybersecurity regulations take effect this year and beyond, establishing digital trust will be critical<\/a> to long-term business growth.<\/p>\n

In this post, we\u2019ll look at customer service from all angles: what it is, why it\u2019s important, and how to deliver it across your online and offline channels. And we\u2019ll consider some of the underlying technologies that enable great service \u2014 all contributing to a positive customer experience that enhances your reputation, encourages loyalty and increases profits.<\/p>\n

What Is Customer Service?<\/h2>\n

Customer service is the guidance, engagement and support a company provides over time and across communication channels. It\u2019s a continuous process that involves actions like answering a person\u2019s questions, helping them select a service and troubleshooting a product installation.<\/p>\n

Leading companies put their customers first by providing an authentic and engaging experience across the customer lifecycle. They help customers feel remembered, heard and understood with technology that helps them understand people at a human level. At these companies, customer service agents are empowered with the right technology to provide personalised, proactive support on the customer\u2019s channel of choice.<\/p>\n

Why Is Customer Service Important?<\/h2>\n

This goes back to the rising customer expectations and the importance of service as part of the overall experience. Many customers will leave your brand for a competitor<\/a> after several bad experiences \u2014 and some will leave after just one. Here are just some of the benefits of providing good customer experiences:<\/p>\n

Enhance your business reputation:<\/em> 90% of Americans<\/a> use customer service to decide whether they\u2019ll do business with a company.<\/p>\n

Encourage brand loyalty<\/a>: <\/em>Customers crave empathy. When you deliver personalised interactions that make them feel valued, you make their experience more enjoyable \u2014 earning their long-term loyalty and reducing customer churn.<\/p>\n

Increase your sales:<\/em> 92% of customers<\/a> are likely to make another purchase after a positive customer service experience. When you delight people with your service, it makes it easier for your staff to up-sell and cross-sell<\/a> additional products and services.<\/p>\n

Gain referrals: <\/em>When people encounter a problem, they\u2019ll often turn to their family and friends for a solution. And when you provide great service, your customers are more likely to refer you to the people in their social circle<\/a>.<\/p>\n

Retain your employees: <\/em>Modern workforce engagement management technologies<\/a> focus on generating a positive employee experience \u2014 one that translates into a positive customer experience. And when your employees are equipped with the right tools and training, they\u2019ll provide better service \u2014 and stay with your organisation longer.<\/p>\n

What are the Different Customer Service Channels?<\/h2>\n

No two consumers are exactly alike. Some want to contact your business via phone; others prefer to interact on digital channels. And many would prefer self-service. That\u2019s why there are many different service channels.<\/p>\n

Voice used to be the first \u2014 and often only \u2014 way for customers to engage when they needed service or support they couldn\u2019t get in person. They would call and wait to speak with a customer service agent. A modern voice solution<\/a> provides businesses with an array of options to customise their voice services and scale to handle changes in call volumes.<\/p>\n

But today service takes place across a growing number of other channels.<\/p>\n