How To Deliver Ace Customer Service While Working Remotely

The pandemic has changed consumer purchase behaviour forever. Studies suggest that 67% of customers would pay more in order to receive a delightful purchase experience, including how easy it is to get in touch with the brand

With teams moving to a remote-first setup, automated IVR solutions, video conferencing tools, and a centralised customer service dashboard have become the need of the hour.

Exotel and MyOperator are enabling brands to tackle customer service with powerful cloud-based technologies

As we grapple with the aftermath of an unprecedented attack by an invisible enemy, the world is now forced to embrace this new era of remote working. While this has surely ushered in its share of challenges, it’s really encouraging to see that businesses are adapting to the new normal with commendable zeal. 

While the progress has been tremendous, we still have a long road ahead of us in terms of seamlessly managing processes and workflows remotely and more importantly, turning these not-so-ideal circumstances into an opportunity for business growth. 

One of the key pillars of business success that you cannot afford to compromise with is customer service. No matter what, the customer was, is, and will always be King. Especially during these difficult times, when customer behaviour is driven by anxiety, emotions, scepticism, and impulses, it is twice as important for you to show empathy and double down on providing top-notch customer service. 

To that end, let’s get right into how you can really up your game and set up a customer service model that drives growth in the new normal. 

Why Is Customer Service Important? 

Reduces Churn And Improves Customer Retention

As many as 75% of customers are willing to return to a business that offers great customer service. If these figures are anything to go by, they are a testament to the fact that customers deeply value and reward good customer service and will even go as far as paying a higher price for the product if they are sure to receive the desired experience. 

More importantly, given the ruthless competition in the market, poor customer service is probably the easiest reason you could give to your customers to switch to your competitors. 

As per Hubspot, a 5% increase in customer retention can translate into a 25% uplift in profits.  Therefore, at a time when businesses have been deeply impacted by COVID-19, focusing on retaining customers can go a long way in helping you navigate through the crisis swiftly. 

Turns More Customers Into Loyalists And Evangelists

If your customers have a great experience every time they reach out even with the slightest of inconvenience, you’ve gained their trust, which they are more likely than not going to pay back by choosing you over your competitors.

Customer service, therefore, is what can help set you apart in a sea of similar brands that sell similar products. Moreover, you can count on loyal customers to spread the word about your brand among their social circle and drive a significant amount of referral buyers, especially during these times. 

Customer Service Is Directly Correlated To Customer Lifetime Value

Customer lifetime value is a critical metric that determines the cumulative revenue a customer brings to the business, over the period of their association with the brand. Improving the customer lifetime value is largely a function of the quality of your customer service as happy and satisfied customers are naturally more likely to be spending more and trusting you with their upsell and cross-sell recommendations. 

Helps Build A Customer-Centric Company Culture

It’s essential for the entire company to be obsessed with customers and their needs, and ensure every decision is centred around it. 

Improving your customer service game helps you build, foster, and strengthen a customer-centric company culture, which is the need of the hour. If all decisions are taken keeping customers first, all teams come together to achieve one common goal — which is to delight the end customer and ensure they leave satisfied. 

Improves Brand Awareness And Reputation

Happy and satisfied customers do not shy away from sharing their positive experience on social media or simply among a group of friends. Either way, by delivering commendable customer service, you can rest assured that this word of mouth advertising is going to work wonders in improving your brand awareness and reputation, without you having to put any extra effort. 

Helps Optimise Your Marketing Budget 

By focusing extensively on marketing to and servicing existing customers, you can turn them into advocates who would be more than happy to promote your brand, in turn bringing in more business. This will help you optimise your marketing spends and save some big bucks, while your customers play the role of your sales reps in driving traffic. 

Excellent Customer Service Directly Translates To Increased Revenue

As per a study done by Salesforce, 67% of customers said that they would pay more in order to receive a delightful experience We now know that happy customers willingly pay more, are happy to refer your products/services to their friends and family, are generally more likely to explore upsell and cross-sell opportunities, and remain loyal to your brand. 

Therefore, ensuring your experiences are memorable and services, seamless is in your best interest as it directly translates to increased revenue for your business, and its benefits are not limited to enhancing your brand’s reputation or awareness. You will repeatedly notice customers picking you over your competitors solely for the service you provide. This is probably why there is much talk about customer service industry benchmarks that businesses aim for especially when they are rethinking their remote-first business model.