Understanding what customer experience is, its importance and how to optimize customer service management may be what your company needs to stand out in the market. After all, today's consumer is no longer satisfied with a good product/service; they need to have a good experience as a whole, from the moment they encounter the brand.
Want to know more about customer experience? Then keep reading!
WHAT IS CUSTOMER EXPERIENCE?
Customer Experience, better known as Customer Experience , is what we call the impression that the customer has of the company after their interaction with it. The customer experience begins from the moment the consumer finds the brand, explores its social networks, websites, gets in touch, makes the purchase and receives after-sales support. In other words, as long as your customer is your customer, they will be having an experience with your brand and it is your role to ensure that it is the best possible.
WHY INVEST IN CUSTOMER EXPERIENCE?
The main reason why every company should invest in customer thailand whatsapp data experience is to ensure that the customer has the best possible experience and is satisfied with the contact they had with the company. This type of concern is increasingly relevant, even more so when we consider that today's consumer is not the same as 10 years ago. Today's consumer has a much more discerning profile, demanding not only quality, but also good interaction with the brands they choose to be part of their daily lives.
CUSTOMER EXPERIENCE TIPS
To meet all, or at least most, of today's consumer expectations, strategic service planning is required, in addition, of course, to good management that understands the customer profile and has the expertise to align the business with what is desired.
Remember: customer experience . Focus on the complete experience, not only on solving the customer's problem, but also on how to solve it.
Some good practices should be adopted, such as:
– Be friendly when providing service;
– Show empathy for the problem presented by the client;
– Show that you are present and willing to do everything to resolve the issue.
In short, it is necessary to offer HUMANIZED SERVICE .
In addition, it is necessary to always check whether the way in which the service is being provided is satisfactory for customers. A very effective way of doing this monitoring is by checking specific metrics, such as:
Service Satisfaction Index: average of all services that received customer evaluations.
Number of Services: number of services carried out on all contact channels (WhatsApp, Instagram, Chat, etc.) to check the performance of each one.