Have you ever embarked on a trail to enjoy a new destination and experience? But instead of enjoying a scenic overlook or waterfall, you discover you’ve been walking in circles.
That’s how most customers feel when they seek a resolution via a customer service center.
Long wait times, multiple call transfers, having to repeat information, and unclear policies and solutions all contribute to a lousy customer experience.
“While there are plenty of things an angry customer might take issue with — maybe you sent her the wrong sized dress, or her order hasn’t arrived within three days as promised — the data shows that what really puts customers off isn’t the problem itself; it’s how your company handles interactions with dissatisfied customers,” Jennifer Clark explained.
Although many companies attempt to secure a competitive edge by focusing on products, Simplus believes the key to tapping revenue sources is in the service. Research found that 50 percent of consumers decreased or entirely cut spending with a brand after a bad customer experience. This experience cost companies around $3.1 trillion globally last year.
However, an outcomes-based approach to customer service elevates customer loyalty and retention. By instituting a servitization strategy in customer service, our clients can provide their customers meaningful support and solutions rather than placing all their focus on promoting commodities.
Supported by Contact Center software within Salesforce Service Cloud, businesses can start their customer-focused servitization journey by offering proactive, personalized, and predictive services leading to cost-crunching, time-saving, customer-delighting, and employee-adaptive business growth.
With Servitization as your compass and a single-source platform as your guide, four measurable contact center outcomes place the customer first.
Around 85 percent of customers expect consistent interactions with businesses. Access to information is the core of consistent service. For Salesforce, that means delivering quick and effective resolutions through automation, intelligence, and real-time data.
2. Seamless Service
What’s a surefire way to lose a customer? Transfer their call—again, and again and again. Salesforce Embedded Telephony capabilities mean customers are quickly connected to agents equipped with expertise and the customer information they need to deliver exemplary service and prompt resolution.
3. Personalized Service
Simplus Advisory Services are experts at helping your company elevate personalized services within your call centers. But they also like to take things up a notch with PROACTIVE and personalized services.
“With Salesforce, agents can identify the customer’s need and provide a solution before they identify the issue themselves,” Greg Palleschi, Salesforce Director, Technical Account Management, explained.
Common examples include sending text reminders to alert customers about a shipment delay or a message from your doctor reminding patients of an upcoming appointment. Customer Success teams can offer discounts for customers to sustain loyalty and thwart churn.
“Customers don’t just want a product, they want a seamless experience or outcome,” Palleschi continued, adding that companies should partner with experts showing extensive knowledge of data trends and data-driven AI processes because they have practical experience in setting up pathways that offer personalized solutions and preventive measures for your customers.
The Simplus Advisory and Implementation teams have worked with numerous clients to achieve more personalized and proactive customer service.
4. Omnichannel Outreach
For companies that routinely carry a massive cue for customer calls—you’ve been warned. Studies show that 33 percent of customers will not wait on hold at all. Over 27 percent will wait one minute, and 75 percent of online customers expect a resolution within five minutes.
“One of the best ways to combine streamlining and engagement is through the use of omnichannel customer service,” Laura Hennigan, Forbes contributor, said. “By offering personalized support across multiple channels, you’ll create the most effective experience possible that, in turn, will drive customer loyalty. Implement social media, live chat and mobile apps to establish a presence that allows customers to choose how, when and where they want to interact.”
One survey found that 91 percent of consumers would use an online knowledge base if available and tailored to their needs. Around 81 percent of your potential customers prefer to take care of matters themselves before contacting a live representative for a resolution.
Offering omnichannel tools and self-service portals allows customers to use their preferred channels without providing the same information each time. And by offering 24/7 customer support, customers can reach out for information or resolution when convenient.
The Simplus change management team can guide your teams through the network of AI-supported online live chatbots, social media engagement platforms, self-service portals, and text messaging services that allow customers to choose interaction preferences.
As companies harness the power of Servitization in their customer service contact centers, they position themselves as partners in their customers’ success journeys, building stronger relationships and fostering a sense of trust.
Let the Simplus support teams guide your company through the shift from a transactional model to a value-driven one that resonates with the modern consumer and creates a competitive edge in an increasingly service-oriented marketplace.