2020 is a year that we’ll all remember. While it looked promising initially, it quickly deteriorated as COVID-19 took hold. Now, heading toward the new year, things are looking up. There is talk of vaccine trials, and most of us have adjusted to the new normal.
For businesses, it’s been interesting. Companies learned the value of providing clients with a robust support system. The first two weeks after the WHO declared that COVID-19 was a pandemic were especially trying for consumers.
According to the Harvard Business Review, the number of calls viewed as “difficult” doubled during this period. Businesses had to deal with the logistical difficulties of consultants working from home and an increased call volume.
Companies had to learn how to improve customer service support quickly. SupportYourApp, one of Europe’s leading BPO providers, noted a significant increase in requests for assistance. With businesses scrambling to cope, outsourcing the contact center was the most cost-effective option.
What Can We Expect in 2021?
Going forward into 2021, we can expect another bumpy ride. There’s hope on the horizon as new vaccines show promise. Forecasts are that we might start vaccinations in spring or summer 2021. Even so, we’re not getting back to normal any time soon.
Companies should double down their efforts to improve customer service support as the market becomes increasingly competitive in the interim.
Creating a Better Service Experience in 2021
Analyze Customer Feedback
The most crucial step to take to improve customer service support is to understand what your clients require. Before making sweeping changes to processes, analyze customer feedback across multiple channels.
What are your client’s pain points? How can you improve your offering based on their suggestions? Are the new changes you’re considering in line with what your customers want or need? The only way you’ll find out is if you ask them.
There are several ways to gather feedback. The easiest way is to conduct a survey or poll. Not all clients will want to participate, so it’s also wise to gather feedback from other sources. These sources include:
- Social media
- Review sites
- Call recordings
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Balance Live Support and Automation
Chatbots are useful tools when it comes to simple queries. Companies may save money by providing some automated services but shouldn’t make them the primary focus. Many consumers prefer to speak to interact with a live consultant, and that won’t change until bots learn to think and communicate like humans.
Having access to automated self-service options is convenient for tech-savvy clients. Being able to speak to a consultant when necessary, paves the way for a better relationship.
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Work Toward Providing a Channel-Less Experience
Over the last few years, business leaders have stressed the importance of providing an omnichannel experience. Today, we need to take this a step further and offer a channel-less experience instead.
To do so, you’ll have to go back to the drawing board. An omnichannel experience focuses on adding additional platforms for your client to access and then tailor their journey accordingly.
A channel-less experience, on the other hand, works the other way around. You start with the customer experience and then work out how to incorporate additional platforms. Doing things this way around ensures a more cohesive strategy and seamless journey for the client.
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Going into 2021, the customer experience takes center stage. Firms that embrace the challenge of honing theclient’st journey will reap the rewards. To better understand how to improve, firms must review client feedback. By doing so, they’ll identify the issues that clients most want them to address.
Having this information makes it easier to design a channel-less experience and use automation smartly.