Did you know that for 85% of Brazilian consumers, the quality of service is a determining factor when choosing a company?
The data comes from a Microsoft survey, the 2018 State of Global Customer Service.
The study also shows that, after a negative experience with a service, 76% of Brazilians did not return to consuming the brand in question.
Before customer service even begins, it is important to know the consumer's preferred service channels.
After all, we want to be where our customers are, right?
To meet consumer demands, offering solutions and answering questions, it is first necessary to choose the channels that can offer the most satisfactory experience possible.
It is true that many consumers are using digital service uk whatsapp data channels, but each case is different.
To ensure your company is prepared for all possible cases and can operate strategically, today we are going to talk about the 8 preferred customer service channels.
Let's go?
How to choose the best service channel
Some criteria must be taken into account when selecting the service channel, so that it is in line with the consumer's preferences.
Naturally, the service must be of quality, with the maximum efficiency possible.
But the main criterion that needs to be taken into account is balance. What do you mean? Well, communication is a balance of approaches.
For example, the multichannel approach can be efficient, in a way.
This type of service focuses on presence in service channels where consumers are, differentiating communication and access possibilities.
In other words, the multichannel approach is one that allows contact between company and consumer via email, chat, telephone, WhatsApp, Messenger (Facebook), among others.
The omnichannel approach goes further. The main focus is on the customer journey and the possibilities of personalizing service in this process, to ensure a satisfactory user experience.
Furthermore, for the company, the omnichannel strategy allows the storage of the history of any conversation, in an integrated way.
This way, no matter which channel the service takes place on, all data is recorded on a single platform – only the omnichannel approach allows this feature.
But in addition to the balance between these strategies, it is important to pay attention to communication: increasingly, service must be humanized and personalized.
To know which is the best service channel, it is essential to consider some factors first, including three: the history of customer data, the brand persona and the investment capacity of your business.