Meeting customer expectations is very essential in the business-to-business industry. In fact, almost 95% of business leaders believe that providing a good customer experience is a major strategic priority, while 75% of business leaders want to use customer experience as a competitive advantage, according to a recent report from Forrester. However, many marketers are having a hard time dealing with new customers that want different things at different times via different channels. With a big, crowded marketplace out there, it’s definitely challenging to know what customers really want from their Call Center Support Service.
Top Five Things Customers Expect from a Call Center Support Service
Many businesses also think that it will be impossible to make a sweeping generalization about what customers want. The good news is that there are commonalities they can look at when setting the bar. Here are five of the most common factors customer expect from your customer service.
Understanding your customer needs
Did you know that customer frustration begins from a discontinuity between the expectation of a customer service interaction and what is actually delivered? According to a study from the MIT Sloan Review
, customer service expectations had three levels:
- Level 1: Desired (what the customer hopes to achieve)
- Level 2: Sufficient (what the customer would find acceptable)
- Level 3: Unsatisfactory (where companies miss the mark entirely)
Many organizations have learned that it’s often advantageous to “underpromise and overdeliver” just to escalate the likelihood of exceeding customer expectations. Whatever you do, make sure you understand and set those expectations with your customers from the beginning and then deliver on them.
Multiple options to contact you
Customers expect companies to communicate with them on their preferred channel, be it in person, on the phone, or online. Modern customers even expect to be able to communicate with businesses across at least 10 different channels depending on the type of inquiry. According to Hubspot’s 2019 Customer Service Expectations Report, more than 85% of customers expect conversations with customer service representatives to move seamlessly and in real-time between channels. Outsourcing an omnichannel customer support service means seamlessly meeting customers on the channel/s that they want at every level of interaction with your company.
Quick response
It’s a no brainer that customers want a quick response from a customer support service. According to a study from Fonolo.com, about 53% of customers expect a company to respond to their calls under an hour. That figure jumps to 72% when they have complaints. With these figures in mind, you need to make sure that your call center team is always ready to respond to your customers whatever channel they might be using and as quickly as possible.
Personalized experience
While we live in a seemingly anonymous environment, customers increasingly want a personalized experience when it matters most. In fact, a recent study from Salesforce has found that about 50% of consumers ignore communications that aren’t personalized to them, while 79% believe that personalized service is more essential than personalized marketing. Nurturing relationships with customers can greatly generate the likelihood of exceeding their expectations.
Answer their concerns
At the core of every customer’s inquiry is a desire for a quick resolution. It doesn’t take a rocket scientist to understand that customers don’t want to go through narrow tunnels to get their problems solved and questions answered. Fulfilling customer concerns efficiently and quickly is a sure-fire way to avoid issues from your customers down the line.
By outsourcing to a reliable customer support service provider, B2B marketers can definitely offer a more personal, efficient customer experience. With great expertise in facing different customers, a call center outsourcing provides everything you need from efficiently handling customers to making sure that your brand is always available for your customers.
Markable Solutions is a leading Call Center Service provider offering a 360-degree Customer Support Services through both inbound and outbound call centers to ensure that your brand is always available for your customers.
