Evolution of Customer Service
Customer Service Has Evolved. Do You Have What It Takes to Deliver What’s Expected?
Customer service is something that most successful companies will claim makes the difference between success and failure. But, the thing with customer service is that it’s not a static thing. There is no standard because customer service is something that is constantly in a state of evolution. The reason is because as customer needs and expectations change, so too must the ways businesses support them.
From offering toll-free customer service phone numbers to email to web chat, how businesses meet the needs of their customers is always changing. But, businesses can easily accommodate the shifting trends so they’re always in touch with the most relevant communication means simply by using a Charlotte Answering Service and here’s why.
Customer Service in the Digital Age
Since the introduction of the catalog, consumers enjoyed the convenience and luxury of being able to buy things simply by picking up the telephone and calling the phone number listed on the catalog’s pages. That very same number also doubled as the company’s customer service line, so shoppers could interact with agents one-on-one for easy orders and complaint resolutions.
But, since the 1990s, the Internet has been changing how consumers shop. Suddenly, colorful websites made it easy to see and learn about certain products from the home computer, but the phone number remained the primary means of processing orders. It wasn’t until the early 2000s that people were finally able to make purchases online using secure ecommerce websites. And, when it came to contacting customer service, email started to take over for the phone number.
But, email proved to be an ineffective way of handling customer issues because customers crave quick resolutions, something that email just didn’t provide. So, just a few short years later, businesses started offering webchat services so their customers could interact with actual customer service agents right on their websites instead of having to wait for a standard email reply. This improved results and met the customers’ preference of speaking to an actual person.
Why One-on-One Customer Service is Important in the Digital Age
As convenient as websites can be, many simply lack specific details about their products and this can hurt their sales. When customers buy online, they are putting their trust in the seller because they can’t actually see or touch the item being bought. They make their decisions based on the information provided. And, according to a recent study, 56% of customers will leave a website if they find it lacking product information.
But, by offering an easy and accessible means of contact, such as with a 24-hour customer service line or webchat services, a business can greatly improve its sales potential because its customer service agents can provide the information the customer is looking for. They can answer questions and help validate the purchase. And, they can offer the personal customer service experience today’s customer really wants.
What’s Old is New Again
Times change and old trends eventually come back around. This is where the customer service industry currently finds itself. Today, customers want the personal connection that comes with speaking to a representative over the phone or via webchat. They want quick resolutions, empathetic assistance, and excellent, responsive service. The biggest difference is – they don’t want to wait on hold to get it. Today’s consumer wants to speak to a live agent and quickly. Being able to deliver on this expectation is a key factor in building a company with a positive reputation.
Want State-of-the-Art Customer Service? Try CallNET’s Charlotte Answering Service Risk-Free!
With more than 24 years of experience, CallNET offers award-winning Charlotte answering services that can transform any company’s customer service department. We offer comprehensive and fully-customizable call center solutions for any business’s needs, including 24-hour call answering, webchat services, order taking, and more.
To learn more about CallNET’s exclusive “best rate guarantee” or to start your own free trial of our Charlotte answering service, call us today at 1-800-395-2612.
Customer service is something that most successful companies will claim makes the difference between success and failure. But, the thing with customer service is that it’s not a static thing. There is no standard because customer service is something that is constantly in a state of evolution. The reason is because as customer needs and expectations change, so too must the ways businesses support them.
From offering toll-free customer service phone numbers to email to web chat, how businesses meet the needs of their customers is always changing. But, businesses can easily accommodate the shifting trends so they’re always in touch with the most relevant communication means simply by using a Charlotte Answering Service and here’s why.
Customer Service in the Digital Age
Since the introduction of the catalog, consumers enjoyed the convenience and luxury of being able to buy things simply by picking up the telephone and calling the phone number listed on the catalog’s pages. That very same number also doubled as the company’s customer service line, so shoppers could interact with agents one-on-one for easy orders and complaint resolutions.
But, since the 1990s, the Internet has been changing how consumers shop. Suddenly, colorful websites made it easy to see and learn about certain products from the home computer, but the phone number remained the primary means of processing orders. It wasn’t until the early 2000s that people were finally able to make purchases online using secure ecommerce websites. And, when it came to contacting customer service, email started to take over for the phone number.
But, email proved to be an ineffective way of handling customer issues because customers crave quick resolutions, something that email just didn’t provide. So, just a few short years later, businesses started offering webchat services so their customers could interact with actual customer service agents right on their websites instead of having to wait for a standard email reply. This improved results and met the customers’ preference of speaking to an actual person.
Why One-on-One Customer Service is Important in the Digital Age
As convenient as websites can be, many simply lack specific details about their products and this can hurt their sales. When customers buy online, they are putting their trust in the seller because they can’t actually see or touch the item being bought. They make their decisions based on the information provided. And, according to a recent study, 56% of customers will leave a website if they find it lacking product information.
But, by offering an easy and accessible means of contact, such as with a 24-hour customer service line or webchat services, a business can greatly improve its sales potential because its customer service agents can provide the information the customer is looking for. They can answer questions and help validate the purchase. And, they can offer the personal customer service experience today’s customer really wants.
What’s Old is New Again
Times change and old trends eventually come back around. This is where the customer service industry currently finds itself. Today, customers want the personal connection that comes with speaking to a representative over the phone or via webchat. They want quick resolutions, empathetic assistance, and excellent, responsive service. The biggest difference is – they don’t want to wait on hold to get it. Today’s consumer wants to speak to a live agent and quickly. Being able to deliver on this expectation is a key factor in building a company with a positive reputation.
Want State-of-the-Art Customer Service? Try CallNET’s Charlotte Answering Service Risk-Free!
With more than 24 years of experience, CallNET offers award-winning Charlotte answering services that can transform any company’s customer service department. We offer comprehensive and fully-customizable call center solutions for any business’s needs, including 24-hour call answering, webchat services, order taking, and more.
To learn more about CallNET’s exclusive “best rate guarantee” or to start your own free trial of our Charlotte answering service, call us today at 1-800-395-2612.
