The pandemic has surely altered almost all aspects of our lives including the way we socialize with other people, how we work and stay productive, and even the way we shop for our needs and avail of services, which led to what most call as the “new normal.”
With more people prioritizing their health and safety and being more conscious with how they spend their money, consumer behavior has vastly changed. According to a research from McKinsey and Company, new normal consumers are heavily inclined to use digital channels for information as well as touch-free services, which are deemed safer and more convenient.
In this regard, companies should adopt new ways to better serve their customers and address their concerns and inquiries in the digital space. Take care of your customers online and provide excellent customer experience through the following ways:
Increase social media engagement
Since face-to-face interactions with customers are still limited, you can still make them feel engaged with your business by posting regularly on your social media pages. May it be information about your products and services, customer testimonials, informative news or even interactive posts, this adds to the overall customer experience and helps create a personality for your brand that your customers can remember you for. It also increases your visibility in these platforms, which all can result in repeat sales and new patrons.
Add more digital channels
While some people would still call or email when they need assistance, the digital shift in the new normal has made the role of a company’s digital channels more significant. Nowadays, it is important to be reachable in channels such as instant messaging apps (e.g. WeChat, Viber, WhatsApp, etc), live chatbots, and social media to cater whichever platform your customers prefer. Self-service customer support and FAQs are also recommended to have in your list of digital channels.
Be efficient and available
Your presence in different platforms will be useless if you aren’t readily available to address the queries of your customers. More often than not, customers will continue to avail of a product or service from brands that handle their concern with efficiency and speed. In social media platforms, for example, it was found that 48% of consumers have an expected response time of 24 hours for their questions and complaints to be addressed.
It is also best to provide constant updates to your customers when it comes to dealing with larger issues so that they are on loop with the progress of their complaint.
Create a more personalized experience
One of the great things about using digital channels in customer service is the availability of data that you can analyze and use to create better and more personalized experiences for your customers. But before this, you also have to make sure that they have the control and are comfortable on how their data will be used. Customers are more likely to respond positively to personalized experiences so long as they have the control on how personal it can get.
How can outsourcing help you?
Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.
You can best do this by hiring a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand. The right partner can gather inbound and outbound solutions, CMS, social media, and back-office services. They can provide your own dedicated team within 30 days and is at your service 24/7, with cost savings of up to 70%. Make sure that they are also ISO-certified and GDPR-compliant, so your company and client data are safe.
In summary, having the right outsourcing partner promises the following:
- Operational excellence
- Build a dedicated customer support team
- Operational savings of up to 70%
- Access to world-class talent
- A+ recruitment process
- Industry experience
- SO-certified and GDPR-compliant
- > 60 Net Promoter Score: Sense of security and peace of mind
Partnership with Infinit-O
Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.
We can build you a great, high-performing CX team:
- Social Media Managers
- Online Community Managers
- Customer Care Representatives (Omni-channel)
- Chat / Email Support Representatives
- Technical Support Representatives
- Website and App Developers
- Graphic Designers
- Market Research Analysts
Let’s work together to build a great Customer Care Support Team
Start small. Exceed expectations. Think infinitely. Think Infinit-O.