Customer service is the process of interaction between companies and their consumers, with the aim of providing information, support and solving any problems that may arise with them. In this interaction, feedback from customers about products and services can also be collected, and the service itself, so that the company can evaluate the entire process of contact with the consumer.
To exemplify the impact of customer interaction with the company, according to a survey by Redweb, 73% of brands that deliver customer experience earn 44% more than competitors. On the other hand, according to the survey released by the Mercado & Consumo portal, only 11% of Brazilians are satisfied with the service.
For Matheus Durães, CEO and founder of Startup +CX, a company specialized in assisting organizations in the development, implementation and maintenance of the Customer Experience, providing good service is essential for any company. Satisfied customers can become loyal and recommend the products or services to others. “I see companies investing a lot in acquiring new customers, but leaving service aside. Acquisition is an important element, but we cannot forget the customer experience, especially when he has a problem with the brand”, points out Matheus.
One of the measures to provide a good customer experience is to ensure that employees are well-trained, in addition to answering customer questions and providing quick solutions to problems they may have, they also have empathy and seek to have a more humanized contact. “It is essential to create a connection with those on the other end of the line. Asking how your family is doing and wishing you happiness on festive dates are basic examples that bring the process closer to the customer”, says the CEO.
Attention to customer service
For Matheus, the entire service flow, from employee training to effective dealing with the customer, only works if call center agents are valued and have a prominent role in the corporation. “It is necessary to offer a personal and professional development program for employees, in addition to activities that aim to provide well-being during the working day, which must be interspersed with more strategic and planning activities”, reports Matheus.
The CEO of +CX concludes that the feedback provided by customers must reverberate throughout all internal areas of the company: “For this reason, quality, monitoring of processes and training must be continuous and very well-structured”.
When a company does not serve its customers well, this can even impact the negative publicity of the brand. According to an article published by Pequenas Empresas e Grandes Negócios, there is a growing number of dissatisfied customers with the services provided by companies. As a result, organizations are looking for ways to structure their service processes and use strategies, such as the adoption of NPS (Net Promoter Score), a metric that indicates customer loyalty. Still, according to the aforementioned publication, having a good NPS today, the main survey that evaluates the customer’s experience with a given company, is essential.
Website: