Post by account_disabled on Mar 10, 2024 4:27:56 GMT -5
Ease of use, convenience and ability to get a quick response. Gone are the days when a phone call was the only option to contact a support team, and with the advancement of technology and clear benefits, customers are increasingly demanding self-service solutions. Data from the Global State of Customer Service, Microsoft Dynamics 365, shows that when it comes to resolving an issue, the use of email began to decline, losing space to self-service (53%) and chat (48%). Additionally, 86% of respondents expect a self-service option and two-thirds try self-service first before contacting a live agent. According to a survey by Dimension Data, 40% of consumers prefer self-service to talking to a human agent. This increase in self-service may be based on advances in technology, such as artificial intelligence (AI) and machine learning, which have made self-service even easier for the customer and agent to use. To learn more about the possibilities and uncomplicated simplicity of the self-service process, stay with us! Provide support at any time Hiring human agents after hours can be expensive and demand may not always pay off.
In this scenario, self-service features can take over this job seamlessly and help your customers when they need it. Being able to provide an answer to a customer's query at the most convenient time is a differentiator for the company and can be what decides a purchase or not. Therefore, providing a self-service service, which acts as an uninterrupted customer relationship channel, without time restrictions or waiting time, is essential for companies to achieve quality customer service. The merit of this type of service lies in the aspect of engaging customers at their preferred and convenient time, which Brazil Phone Number Data increases satisfaction and loyalty to the brand. All this without the need to wait in line for service and much faster. Deliver an improved experience Speed, convenience and helpful service are the main aspects of a good experience. For more than 80% of Brazilian consumers, these factors are very important. Furthermore, almost half of Brazilian consumers say they will stop purchasing a product or service from a brand after a single bad experience.
The data comes from the “Experience is everything” survey, by PWC Brasil, and shows the importance of quality customer service when it comes to building loyalty. In this sense, to develop frictionless experiences, it is necessary to pay attention to each phase of the purchase and relationship journey, so that everything happens in a simple, pleasant and clear way. In other words, it is necessary to offer a service that creates positive perceptions in them at different points of contact and encourages them to create an increasingly lasting relationship with the company. That's where self-service comes in, as a wayl-being and mindset, but retain them for a long-lasting relationship. Here, it is important to highlight that, to offer a successful self-service service and provide an improved customer experience, it is essential to know exactly who your customer is when you start thinking about strategies. So, give up generic assumptions regarding preferences and beliefs , as it is only possible to create strategies that will work in favor of your audience on an ongoing basis, basing the company's decisions on updated data about its customers.
In this scenario, self-service features can take over this job seamlessly and help your customers when they need it. Being able to provide an answer to a customer's query at the most convenient time is a differentiator for the company and can be what decides a purchase or not. Therefore, providing a self-service service, which acts as an uninterrupted customer relationship channel, without time restrictions or waiting time, is essential for companies to achieve quality customer service. The merit of this type of service lies in the aspect of engaging customers at their preferred and convenient time, which Brazil Phone Number Data increases satisfaction and loyalty to the brand. All this without the need to wait in line for service and much faster. Deliver an improved experience Speed, convenience and helpful service are the main aspects of a good experience. For more than 80% of Brazilian consumers, these factors are very important. Furthermore, almost half of Brazilian consumers say they will stop purchasing a product or service from a brand after a single bad experience.
The data comes from the “Experience is everything” survey, by PWC Brasil, and shows the importance of quality customer service when it comes to building loyalty. In this sense, to develop frictionless experiences, it is necessary to pay attention to each phase of the purchase and relationship journey, so that everything happens in a simple, pleasant and clear way. In other words, it is necessary to offer a service that creates positive perceptions in them at different points of contact and encourages them to create an increasingly lasting relationship with the company. That's where self-service comes in, as a wayl-being and mindset, but retain them for a long-lasting relationship. Here, it is important to highlight that, to offer a successful self-service service and provide an improved customer experience, it is essential to know exactly who your customer is when you start thinking about strategies. So, give up generic assumptions regarding preferences and beliefs , as it is only possible to create strategies that will work in favor of your audience on an ongoing basis, basing the company's decisions on updated data about its customers.