{"id":8355,"date":"2022-11-14T18:58:49","date_gmt":"2022-11-14T18:58:49","guid":{"rendered":"https:\/\/picante.today\/portal\/?p=8355"},"modified":"2022-11-14T18:58:49","modified_gmt":"2022-11-14T18:58:49","slug":"the-importance-of-exceptional-customer-service-in-todays-digital-age","status":"publish","type":"post","link":"https:\/\/picante.today\/portal\/latest-news\/2022\/11\/14\/8355\/the-importance-of-exceptional-customer-service-in-todays-digital-age\/","title":{"rendered":"The Importance of Exceptional Customer Service in Today&#8217;s Digital Age"},"content":{"rendered":"<p><em><span style=\"font-weight: 400\">The <\/span><a href=\"https:\/\/learn.g2.com\/impact-of-online-reviews\"><span style=\"font-weight: 400\">impact of online reviews<\/span><\/a><\/em><span style=\"font-weight: 400\"><em> and discourse surrounding your company is more important than ever. Positive reviews can help your company generate about 31% more revenue. Figuring out how to gain those positive reviews is simple: offer stellar customer service<\/em>.<\/span><\/p>\n<figure id=\"attachment_8356\" aria-describedby=\"caption-attachment-8356\" style=\"width: 300px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-8356 size-medium\" src=\"https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-300x200.jpg\" alt=\"Focused young woman with laptop and smartphone in modern apartment\" width=\"300\" height=\"200\" srcset=\"https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-300x200.jpg 300w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-1024x683.jpg 1024w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-768x512.jpg 768w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-1536x1024.jpg 1536w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-2048x1365.jpg 2048w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-696x464.jpg 696w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-1068x712.jpg 1068w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-1920x1280.jpg 1920w, https:\/\/picante.today\/portal\/wp-content\/uploads\/2022\/11\/pexels-vlada-karpovich-4050321-1-630x420.jpg 630w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><figcaption id=\"caption-attachment-8356\" class=\"wp-caption-text\">https:\/\/www.pexels.com\/photo\/focused-young-woman-with-laptop-and-smartphone-in-modern-apartment-4050321\/<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400\">Implementing that service, however, is another story. With the rise of social media and other digital platforms as well as an increasing dependence on technology, customer service teams must be prepared to offer exceptional customer service over multiple channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Before we provide tips on providing exceptional customer service in the digital age, let&#8217;s explore how critical it is for any business\u2019s success.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400\">The Importance of Great Digital Customer Service<\/span><\/h2>\n<p><span style=\"font-weight: 400\">Some of the most <\/span><a href=\"https:\/\/www.ventivtech.com\/blog\/common-customer-complaints-about-companies\"><span style=\"font-weight: 400\">common customer complaints<\/span><\/a><span style=\"font-weight: 400\"> are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Dealing with rude, hard-to-understand, or ineffective customer service reps;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Sitting through long wait times for customer service;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Not being able to resolve an issue in one call;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Not getting any follow-up after an interaction.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">These things can ruin a customer\u2019s perception of and experience with your business. In addition, the customer will probably talk about this bad experience with others, which damages your business\u2019s ability to make a name for itself and thrive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">The good news is that exceptional customer service can help you avoid all the above complaints. A business that <\/span><a href=\"https:\/\/picante.today\/portal\/latest-news\/2022\/08\/11\/7725\/making-customers-a-true-priority-in-your-business\/\"><span style=\"font-weight: 400\">prides itself on excellent customer service<\/span><\/a><span style=\"font-weight: 400\"> will ensure:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Its team is well-trained;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Its customers don\u2019t have to wait for a resolution;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Issues are resolved as quickly as possible (hopefully in one day);<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">And that communication and follow-up are constant until a solution is reached.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Keep reading for guidance on providing the above service for your customers.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400\">Tips for Providing Superior Customer Service Online<\/span><\/h2>\n<p><span style=\"font-weight: 400\">Providing superior customer service, digitally, isn\u2019t as difficult as it may seem. The following tips can help you impress your customers and make serving them much more manageable.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Respond as quickly as you can\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">First and foremost, you\u2019ve got to respond to customer service inquiries as quickly as possible. Customers these days are used to<\/span><a href=\"https:\/\/picante.today\/portal\/uncategorized\/2021\/07\/06\/6485\/6485\/\"><span style=\"font-weight: 400\"> instant communication<\/span><\/a><span style=\"font-weight: 400\"> and gratification. So, responding to their queries days later isn\u2019t an option.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">If you can offer customer service support 24\/7, great. If not, be sure it\u2019s available during business hours, and set up automatic replies after hours so that your customers know you\u2019ll connect with them the next day.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Expand your customer service channels\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Once upon a time, customer service was limited to face-to-face interactions. Then came customer service support over the phone. And now, customers are contacting businesses on as many channels as the company offers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Everyone has a different preference when it comes to communication and customer service. So, it\u2019s best to offer as many avenues as possible for solving your customer\u2019s issues. This means developing an omnichannel approach to customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Consider including these channels in your <\/span><a href=\"https:\/\/www.retently.com\/blog\/customer-service-tips\/\"><span style=\"font-weight: 400\">customer service strategy<\/span><\/a><span style=\"font-weight: 400\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Email;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Phone;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Live chat;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Social media;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Text message;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Chatbot on your website;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Self-serve knowledge base.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Of course, you can still provide in-person customer service. Just make sure you aren\u2019t neglecting your online presence, responding instantly even if you aren\u2019t available at the time. This can be done through automated replies programmed into chatbots and email software systems.<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Lead with empathy\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Empathy is the ability to understand, be aware of, and share someone else&#8217;s feelings. In other words, you see things from their perspective and adopt the emotions they\u2019re experiencing in the interaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">When you empathize with your customers, you\u2019ll have an easier time finding a resolution. This is because the customer will feel like you genuinely understand them and what they\u2019re going through. And that, in turn, makes them more cooperative. Step into your customer\u2019s shoes whenever they contact you about a customer service issue and stay there until it is resolved.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Personalize every interaction\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Generic replies, reading off a script, not referring to your customer by name, and doing the same thing in every interaction aren\u2019t conducive to exceptional customer service. Instead, personalize every interaction you have with a customer.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Learning and using the customer\u2019s first name is just the beginning. Spark a meaningful conversation with them. Learn a bit about them. And then, ask them open-ended questions and listen to what they\u2019re saying and their suggestions for rectifying their issue.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Lighten the interaction with a bit of laughter and reassurance that you will take care of them to top off your personalization efforts.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">A satisfactory resolution is the goal\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Ultimately, you want to come to a satisfactory resolution. Of course, you want the solution to be acceptable on both sides. However, it should be more about your customer than anything.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">If you can provide what they\u2019re asking for and it not be disruptive to your business, do it. On the other hand, if the customer is asking for something you just can\u2019t do, give them a transparent reason why and offer an alternative.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">It\u2019s important to note that sometimes there won\u2019t be a satisfactory resolution, no matter how empathetic and flexible you are. In these cases, make the customer as \u201cwhole\u201d as possible and leave the door open for a better relationship in the future.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Always follow up\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Following up is integral to ensuring your customers are satisfied with their resolution. It\u2019s also an opportunity to ask for feedback on their most recent interaction. The latter can help you improve your practices and better serve your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">So, after you\u2019ve concluded a customer service interaction, reach out to the customer via email and ask if there\u2019s anything that\u2019s come up since you last talked to them. Also, inquire about the resolution you agreed on and if it\u2019s been fulfilled.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Then, a week or so later, send out your feedback survey or ask the customer direct questions about their experience.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Invest in helpful tools\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">It\u2019s challenging to handle everything manually and provide top-tier customer service. Investing in <\/span><a href=\"https:\/\/picante.today\/blog\/2021\/03\/25\/7-reasons-why-startup-companies-must-consider-crm\/\"><span style=\"font-weight: 400\">helpful tech tools<\/span><\/a><span style=\"font-weight: 400\"> that make customer service interactions seamless is a much better approach. Here are a few ideas for tools that can help elevate your customer service:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Survey builders;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Chatbot support;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Help desk software;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Social media support;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Automatic callback systems;\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Project management software;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Content management systems (CMS);<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Video conferencing tools and live support;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Customer relationship management (CRM) systems.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">You don\u2019t have to invest in all or any of the above customer service tools. However, if you do and train your team on how to use them effectively, your customers will absolutely benefit.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Prioritize cybersecurity\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Cybersecurity becomes critical as you use the above tools and rely on technology more. One of the worst experiences your customers can have is reading your email about how their data\u2019s been leaked or compromised.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">They may have to deal with <\/span><a href=\"https:\/\/www.verizon.com\/about\/account-security\/identity-theft\"><span style=\"font-weight: 400\">identity theft<\/span><\/a><span style=\"font-weight: 400\"> because of the leak. And that can be an incredibly stressful situation to deal with. You have to figure out what happened, report it, and take many steps to protect yourself and resolve the issue.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">If your business is the reason for them dealing with that stress, the relationship is likely to end. So, invest in top-tier cybersecurity tools. In addition, develop robust cybersecurity protocols your customer service team can easily follow to protect their customers\u2019 data and help them rebuild should something happen.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400\">Conclusion\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400\">Exceptional customer service in today\u2019s digital age isn\u2019t an option. It\u2019s a requirement if you want to thrive. Build great relationships and provide your customers with memorable customer service experiences by implementing the tips above.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The impact of online reviews and discourse surrounding your company is more important than ever. Positive reviews can help your company generate about 31% more revenue. Figuring out how to gain those positive reviews is simple: offer stellar customer service. Implementing that service, however, is another story. With the rise of social media and other [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[55,638,74,6],"tags":[],"class_list":{"0":"post-8355","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-business-and-management","7":"category-costumer-service","8":"category-guest-articles","9":"category-latest-news"},"_links":{"self":[{"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/posts\/8355","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/comments?post=8355"}],"version-history":[{"count":0,"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/posts\/8355\/revisions"}],"wp:attachment":[{"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/media?parent=8355"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/categories?post=8355"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/picante.today\/portal\/wp-json\/wp\/v2\/tags?post=8355"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}