Mitto Studies Demonstrate the Power of an Evolution in Customer Service Communication – CEOWORLD Magazine

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Customer service is an essential touchpoint for every business that aims to keep growing. It continues to grow as customers better understand what they expect from the service industry. The digital age has presented businesses with new challenges in adopting communication strategies that help keep their brand at the top among customers. Consumers are more interested in convenient customer service with a personal touch. How do you make sure you get it right for your customers? Do we need growth in customer service?

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Mitto, a leading global communications provider, has conducted research that reveals key facts about why customer service changes are needed. It conducted several surveys; One survey found that two-thirds of consumers expect high customer support standards. Customer support is the first stage of contact with an individual; For most people, this will determine how they feel about the brand. Individuals who receive high-quality endorsements are more likely to continue to purchase products or services from their brand, reflecting the loyalty and retention associated with improved service.

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Have you thought about what customers think of your brand or how they feel when they receive a text message from your company? Communication is vital for any business to remain relevant. The content of messaging should resonate with customers and create a sense that you genuinely care about their needs.

Major Customer Pain Points

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To know what needs to be done to improve customer service, I sent Researched and summarized some of the key pain points for customers in 2022. It also identified communication strategies that address these issues.

Technological advances have made it possible for Millennials and the upcoming Gen Z to experience the convenience of social media, chatbots and SMS. The information is widely available via the Internet, and by the time they try a brand, they have a lot of information about it. They have conducted a mini audit on the business by reading other customer feedback, reviews and comments on the social media pages that run the business.

The first pain point for most customers is the slow response time. When someone contacts a brand with the intention of making a purchase, they expect to get a response within a minute. Ninety-nine percent of customers expect a brand to return to them within 60 seconds, and about 60 percent are unhappy with their service after this time has passed. If the first impression is negatively affected, they are very likely to explore other options and not consider your company. This is especially true if they get a better service experience than a competitor. Some brands have adopted chatbots and auto-responses to address this issue. Human representatives answer questions and solve problems that are too complex for chatbots. Response times to inquiries strongly influence customer perceptions of a brand.

The second pain point is inconsistent customer service. For a business to be successful in delivering superior service, it needs to fully understand and understand the customer journey. An insight into this journey will support its employees in ensuring that all customer service interactions provide valuable experiences. For example, if a business sells products, the first point of contact may be customer support, where consumers make inquiries before directing the sales team for a better understanding of the merchandise. Therefore, everyone managing customers in the business needs to ensure continuity by adopting an integrated approach to customer service. Can you imagine a customer having a great customer support experience, but is dissatisfied with the sales team’s approach to helping them understand the product? The customer is skeptical to consider the brand again. Therefore, as a business identifies its unique selling points, it must ensure that all customer contact points are well organized. It should have a system in which all concerns can be addressed professionally at any point of time.

Other pain points for customers include delivery delays and long waiting times. Did you know that the wait is bearable for most consumers if the customer service they receive is outstanding? When buyers buy goods from any brand, they want to get the products as soon as possible. Therefore, issues such as shipment delays can strongly affect customer perception of a company. These problems can be caused by things your business cannot control, such as bad weather and customs delays, but how do you handle customer expectations? Consistent communication is beneficial. For example, you can give the customer an SMS update on the current location of the package and let them know when a delay affects the delivery.

Why is there a need for development in customer service?

In the digital age, people know what to expect from customer service. “With digitization, brands are under pressure to communicate effectively with their customers on channels they want, when they want to, and with messages that resonate with them,” says Ilja Gorelic, Mitto’s COO. This trend has made it particularly important for brands to work towards understanding their customers and curating messages that address their issues.

First, it is important to get the preferred communication channel right. With the development of technology, we have some customers who favor SMS because it is faster than email. Others prefer to interact with chatbots as they feel that this method gives the fastest results. These differences have made it essential for businesses to better understand their customers and find the best communication channels to use. Messages should appeal to the buyer and have a personal touch that includes his or her name. This makes them feel that the brand is in touch with them. The buyer is then open to continued negotiations with the company’s employees. Why? They feel that the brand really cares about them and is working towards providing a better experience.

Fast response times represent an important goal for most businesses. If your company only responds to people when they work between 9 a.m. and 5 p.m., you could lose out on many potential buyers. If customers do not receive a response within a minute of contacting your business, they are likely to move on to the next option available. Therefore, it may be worth the cost of adding off-hours customer support personnel or a chatbot to guide customers while your team is away.

Power is moving away from businesses into the hands of the consumer. When a customer has a bad experience with your brand in this digital age, it’s possible for a “viral” social media post to destroy your business. Therefore, developing customer service to keep up with changing trends helps a business create a communication plan and strategy that will help it remain relevant and popular. Omnichannel communication strategies enable businesses to optimize their offerings and build brand personalization. Mitto’s COO Ilja Gorelic believes that digital communication channels will continue to evolve, and so businesses should embrace channels that help them stay in touch with today’s consumers.

Mitto. about

Mitto is a leading provider of global omnichannel communications solutions that support the growth of businesses. It offers advanced customer engagement and messaging technology. Its easily integrated solutions include chat apps, voice and text-message APIs, business messaging and end-to-end phone number management. Mitto continually strives to improve communication strategies by conducting research and surveys that help businesses identify the most effective solutions.

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