FOCUS ON CUSTOMER SERVICE
Customer Service – Great Expectations
It’s all going Omnichannel To meet customer expectations, organisations now need to offer multiple contact channels.
The cost-of-living crisis means customers expect a great deal more ‘customer service’. Contact volumes are up as customers seek more reassurance and support, whilst online shoppers are doing their research before purchasing proving to be more discerning and demanding. Our infographic summarises the story… Whilst in areas such as finance, utilities and health, contact and conversation is becoming
66% of customers actively use three or more channels for customer service processes.
more complex and emotional. As the cost-of- living rises, so does the number of people in vulnerable circumstances – needing care and support from a contact centre. ‘Maintaining a personal connection with customers will be central to customer satisfaction…it will require empathy, emotional intelligence and the ability to respond to a customer’s unique situation and needs’. Institute of Customer Service, July 2022
If customer service falls short, 58% show little hesitation in cutting ties with a brand.
‘Your customers aren’t on one channel. They’re on all of them’. Shopify.
Moreover, customer churn is rising as savvy shoppers seek out deals.
UK businesses are losing one in three of the customers they gain, with the average customer turnover rate now at 33%.
Outsource your contact centre with Whistl to… • Cut costs • Improve quality and response times • Go fully Omnichannel • Redirect your management resources
Self-serve has its place… especially for simple queries like delivery updates. But over the last 12 months, customers have grown less accepting of it for complaints.
In the eCommerce market, informed customers are doing their pre-purchase research – even for everyday items like a toothbrush or umbrella – and retailers must readily provide the answers.
Whistl can help you find the right solutions, for your business needs. Visit www.whistl.co.uk/contact- centre to find out more.
2021 34% happy to self-serve a complaint
2022 Only 28% are happy
Sources
https://info.microsoft.com/ww-landing-global-state-of-customer-service.html https://www.sugarcrm.com/uk/hd-cx/content/crm-impact-report/ https://www.thinkwithgoogle.com/marketing-strategies/search/informeddecisionmaking/ https://www.ccma.org.uk/members/events/part-6-evolution-of-the-contact-centre/ https://www.instituteofcustomerservice.com/product/ukcsi-jul22/ https://gettalkative.com/info/call-center-technology https://www.shopify.com/uk/plus/solutions/omnichannel-commerce
People want human support!
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Whistl Magazine • Winter 2022
Whistl Magazine • Winter 2022
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