Good customer service characteristics have changed fundamentally compared to before. A long time ago, quickly responding to messages left by customers on the answering machine was considered sufficient. To answer the question “what does efficient customer service mean today”, we propose this article, which aims to answer common problems such as:
- What makes customer service good?
- How can companies offer a service that exceeds customer expectations?
- What metrics allow us to assess the effectiveness of customer service and customer satisfaction?
Good customer service
Customer service consists of all online or offline interactions that a customer or potential customer may have with your company, from the first contact to the final sale and beyond. The zero generation takes it almost for granted that you can manage the status of your order with just a phone. But their parents remember when they used catalogs to order by mail. Today, customers say their standards for a good customer experience are higher than ever.
Excellent service
- Fast service: is “in real-time” or “always operational” in marketing terms
- Personalized service: offers a connected and multi-channel experience
- Proactive service: offers solutions before a problem or change occurs
1. Transparent Communication Builds Trust
When visiting the online store, do customers quickly get information about delivery times and return policies? Do they understand how to use discounts? If the answer to these questions is “no”, then customer service is considered insufficient, and as a result, sales may decrease. It is always good to be careful when giving information. Providing an FAQ page is a good start.
The most successful online companies offer guidance and clear information during the purchase process. In physical stores, this relies more on verbal and non-verbal communication. Problems arise when customers receive unclear or incomplete messages—for example, if a no-return policy isn’t communicated upfront. Never rely on customers to read the fine print; all key information should be visible to ensure a transparent and smooth transaction.
2. Don’t Let Customers Struggle Alone
In the age of e-commerce, companies make the mistake of letting online shoppers fend for themselves with self-service resources. But not everyone is so technologically competent or always willing to activate their self-sufficiency. Sometimes customers don’t want to commit to finding an answer themselves, hoping there is someone to ask. Whether speaking with a representative in person, online, or via email, most customers. Interpersonal interaction is sometimes more beneficial to reach an end or make a deal.
To prevent abandoned carts, meet your customers’ expectations with responsive support. Live chat is ideal—it’s proven to lower bounce rates. If that’s not an option, offer quick-access contact links, like email and a 24/7 toll-free number. Without fast answers, customers are likely to leave their cart—possibly for good—reducing the chance of completing the sale.
3. Build Confidence Through Reliability
If your business answers the phone the first time it rings, it can immediately provide all relevant purchase information and give customers the personalized experience they need. In this case, you have succeeded. You create an extraordinary relationship of trust. This is the last part, but the most important. At first, someone draws the customer to your product or service.
However, what makes customers return regularly is the certainty that they will get the best customer experience. If you can provide your customers with what they are looking for exactly when they need it, the trust built between your company and the customer will develop into valuable retention.
At Katrium, we specialize in contact centre and customer service solutions that help businesses build trust, reduce cart abandonment, and boost satisfaction. Contact us today to learn how we can support your customer service goals
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