Talking Your Way to Top Notch Customer Service
Despite Growing Popularity of Social Networking Sites,
Consumers Still Want to Speak With Customer Service Agents
There is an old saying, "There's a time and a place for
everything." When it comes to customer relationship management, this
is especially true. In the age of social networking, there is a time
and place for managing customer relationships via Facebook and
Twitter, but not always.
According to a recent
Consumer Reports national survey on the state
of customer service, one in five people favor the phone for
resolving customer-service issues. Consumer Reports also found that
71 percent of survey respondents were extremely irritated when they
couldn't reach an agent on the phone. Additionally, 67 percent were
angry enough to hang up when they were unable to speak to a person
on the phone while seeking customer support.
In an increasingly competitive world, there's no room for poor
customer service. Despite the advancements in applying social
networking to customer service offerings - and consumers willingness
to engage in these areas - sometimes even the best social channels
cannot replace the experience of speaking directly with a customer
Given all of this, it's surprising that 47 of the Fortune 50 do not
include telephone contact information on their homepages, according
to a recent
Advertising Age report. The article states that America's
biggest companies don't make it easy for consumers to call them,
despite the fact that:
- 61 percent of smart phone users call a business
- 93 percent of smart phone users use their phones at home
- 82 percent of Americans report that they've stopped doing
business with companies because of poor customer service
If consumers want to speak (not type a message) directly with
companies and have no way to do so, that is a major barrier to
creating a positive and long lasting relationship with customers.
One single negative experience can lead a customer to disengage
entirely from a brand and, even worse, communicate that experience
Bottom line - Providing the highest level of customer service means
offering customers the ability to connect with you via all touch
points, including the option to speak to a trained agent and receive
responses in real-time in a highly personalized way.
A skilled customer service agent is one of the most important
factors in customer satisfaction. Having a dedicated contact center
with highly skilled agents ready to respond to your customers needs
can effectively ensure brand loyalty.
We hope you found this month's Dialogue informative.