It’s no secret that Amazon, and other massive corporations like it, have forever altered consumer expectations and relationships with the products and services they use. Today, customers expect near immediate responses to their inquiries, delivery of services and goods, and rapid solutions when problems arise. Gone are the days when customers will stand for delays and inconveniences. The demand for instant service is now expected, regardless of industry. This can make it especially important to maintain a 24/7/365 service perspective for organizations of all sizes. Now more than ever, it’s important to make choosing your business as easy and convenient for your customers as possible. Below, we offer some low cost and effective ways to improve customer engagement and increase customer satisfaction in the age of instant gratification:
When customers expect instant interaction: Consumer habits have been drastically changed thanks to the brilliance of automation, supply chain management, and artificial technology. These developments have made it so customers expect a near instant response time from your business. With the wide range of ways customers can interact with your business, whether it be through your website, email, social media, or phone, businesses have to monitor all avenues of communication. Customers expect omni-channel support. This means all your customer touchpoints are synced so customers can receive a prompt response on all platforms, and your organization is able to monitor and respond in near real-time, rather than having to maintain multiple log-ins and transition between accounts.
When customers expect a product or service ASAP: It’s time for your organization to start operating 24/7/365. This sounds like a bad thing for your personal life, but it isn’t! Businesses of all sizes can maintain a perception of instant availability, while giving their staff a greater work-life balance. Hiring a contact center is a simple way to ensure that customers who contact your business outside of office hours can still be helped. At WESP Communications, our agents are able to process payment information, schedule appointments, and change or accept order information across your business platforms! This way, your organization captures those business opportunities for a fixed monthly rate scaled to your needs, and avoids your office staff having to play catch-up by responding to missed calls and messages left outside of work hours.
When customers have a complaint: The real test of customer service is not when things are going right, but when something goes wrong. And, unfortunately it probably will at some point. How your organization responds to disappointed customers makes a huge difference in current and future business opportunities. Our agents are able to interact with customers to address grievances, follow-up with customer surveys, engagement emails, and loyalty programs, to ensure your business is using negative feedback effectively. A negative review on Yelp, Google My Business, Facebook or other platform may not permanently damage your business, but not responding to unhappy customers online can be.
Click here to ask for more information on WESP Communications’ automation and live-agent technology to support your business.
