Are You Meeting These Key Customer Support Expectations For Your Brand?

In today’s world consumers are increasingly becoming demanding. Now, consumers not only require high-quality products, but they also anticipate star-rated services. 

Nevertheless, current researches have revealed that under-investment in customer care infrastructure is harming customer service from a global perspective.

Recently NewVoiceMedia partnered with OpinionMatters a market research firm, to analyze the survey response from more than 1000 support professionals working in different industry verticals and its results have found five significant gaps between the expectations of the customers and the service they receive that can eventually hurt your business.

Customer Expectation #1

An Unfailing Experience across Channels

For most consumers, elaborating the same problem(s) to multiple support agents is one of the most talked-about frustrating aspects of customer support.

Regrettably, 40 percent of those that were surveyed admitted that their customers in most cases need to repeat themselves to more than one support agents for resolving their issues.

In addition, unfortunately, over a fifth of the surveyed support agents also admitted that they cannot match their consumers to their previous agents after the customers have switched channels for resolving their still persisting issue(s).

Now, failing to provide the customer with the necessary information they need promptly is one of the quickest ways to make your customers think of aborting your brand.

Therefore, using an easy to use CRM that can provide intelligent call-routing and a centralized platform that is capable of tracking customer issues across every channel is a time-tested way to make certain that your brand is meeting the expectations of the customers those that switch channels frequently.

Customer Expectation #2

On-Hold Time Should Be Kept To a Minimum

Research reveals that when it comes to holding times most customers are only willing to wait for 10 minutes on-hold in an average.

Moreover, every minute over this above-stated benchmarked timeline significantly steps-up the chances of your customers hanging up and taking their problems elsewhere.

Nevertheless, in spite of this above-stated fact only 36 percent of the support agents those that were surveyed told that their contact center offers self-service options by using an IVR.

Support executives often field a very high volume of calls for relatively few scenarios. Therefore, by authorizing customers to help themselves by using a self-service IVR that can lessen the effort and time needed to answer their simple issues, which can be integrated with an easy to use CRM, you can reduce hold times and call volumes effectively.

This is because using IVR will not only make your support facility efficient but it will also provide support agents to manage more channels or focus on resolving more complex issues easily.

Customer Expectation #3

The Ability to Interact With a Real Person

Customers have an expectation to be able to contact businesses through an ever-increasing number of channels and also self-service options that provide them with a solution to attend to their problems on their own terms.

Nevertheless, what customers demand even more is to find that their issues are solved quickly, which is the exact reason as to why when things get complicated, most consumers across several brands, still consider that speaking to a real person is the fastest and most effective way to solve their problems.

Nearly 30 percent of the surveyed respondents expressed that their support facility cannot route calls to the right agent without an IVR, and sometimes even not at all.

On the other hand, many businesses that have adopted IVR, use complicated menus in those systems that are too difficult to navigate.

Easy to use CRM, and cloud technology can break these barriers by offering dynamic menus that can aid the customers to speak to the most appropriate person faster, which in turn will help increase the support staffs ability to deliver the most appropriate service required by the customers.

Customer Expectation #4

A More Personalized Experience

According to the survey, it was found that 70 percent of support professionals manually update their records in the CRM database after each call. It was also noted that on an average, respondents waste approximately 142 minutes every week for logging their call data, whilst 28 percent said that they spend more than 3 hours a week updating their records.

If this is sounding like this is exactly what is happening in your business, upgrade your support related technology by adopting easy to use CRM software for your company that will aid support agents to perform their work more efficiently.

Recording of calls and automatic call logging found in most easy to use CRM like ConvergeHub and others not only reduces administration time but it also increases productivity.
Additionally, the customer information that is stored in the CRM database also helps to arm the support reps with data that is needed to provide personalized service that customers demand from brands in modern times.

Customer Expectation #5

Understanding the Customer's Pain Points and Needs

Right from sales to customer service, your customer’s pain points and needs impact business success at every stage of the customer journey.

Therefore, it is best to learn from innovative companies those that have invested in finding ways for listening to their customers and adapted their techniques and strategies base on what they have.

According to the survey although a “Customer Obsessed” organization is the hottest topic of the day, in reality, only 50 percent of the support staffs “Always” ask for feedback, with only 42 percent asking for comments “Only sometimes” and 8 percent those who “Never” performs this important exercise at all.

Conclusion

In modern times, technology has created better informed and more connected customers. Therefore, in this competitive market, it is most essential that to ensure happiness for your customers and make them come back and continue using your brand, automated post support call surveys using an easyto use CRM software is most needed nowadays, which can help evaluate whether your business is living up to your customer expectations for rapid business growth.