But what would be one of the main keys to identifying these changes without ceasing to be efficient? Aware of the little time you have, I share with you 3 keys in less than 3 minutes that will help you know what your clients are expecting from you and your service areas today. Pretty agile, right?
Customers are looking for a u zambia email list
nique and satisfying experience that meets three basic requirements:
1. No waiting (instant connection). You will need to create ways to meet their need for immediacy and adapt to the contact method they prefer to converse with your brand. According to Zendesk's Agility in Action report , 26% of companies in Latin America claim to offer better service through the adoption of more communication channels, and 60% of these claim to have a great dependence on chats, embedded in their pages, social messaging and social networks.
How to achieve this? Adopt more communication channels, this way you will give your customers the option to choose the medium through which they wish to communicate. It will also work to make self-service technologies available to them (chatbot, frequently asked questions, creation of forums for communities, etc.), through which they can obtain faster answers.
2. Avoid questions that have already been answered and show empathy (perfect interaction). If your business still handles static data, that is, data that is not updated with each interaction with the customer and therefore, every time they contact you, you have to ask them for information that they have already given you previously, your attention will be slow to respond to what they need and you run the risk of them stopping considering your brand.
How to achieve this? Having correct and up-to-date data will save time for your customers and your customer service teams, as it will allow you to answer new questions and generate a perfect interaction with empathy.
You will need to have a data analysis strategy at your fingertips to adapt and react as quickly as possible, and implement changes that respond to the new contexts of your consumers, making them feel heard and cared for by your brand.
Proof of this is that, according to Zendesk's Agility in Action report , 90% of Latin American companies have already integrated tools such as customer surveys or plan to do so this year.
3. Make them feel unique through personalization in problem solving. The most frequent complaint from customers is that they are treated as if they were a “stranger” whose basic information they do not know, and as we saw in the previous point, every time they interact with a brand they need to repeat the same information over and over again.
