Customer service addresses, experience, satisfaction and loyalty. If you are a start up, these are the major aspects your customer service needs to address. However most organizations look at customer service as a department and for formal purposes. The focus in all these aspects has completely deviated resulting to a competitor switch.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are the major reasons that lead to this failure:
Limited accessibility
Limited accessibility means limited communication. How will a customer reach your support staff if the only channel provided is the call center? How do you expect your call center staff to answer millions of calls from customers? Many customers will be barred from reaching the support staff meaning their issues will remain unsolved. Customer satisfaction in this case not achieved.
Inconsistency
Remaining rigid is one other thing that leads to failure in customer service satisfaction. Such companies settle for enough and average instead of improving their strategies. Failure to address new trends and customers changing preferences leads to customer dissatisfaction.
Speed
Do you give your customers a timely response? Or do you respond within two hours. The way you respond to customer’s plays a significant role .If you delay your customers, they will be left with no other choice but to switch to your competitor.
Unknown to many, empowering your customers to serve themselves with Yonyx user guides, troubleshooting manuals and interactive guides can improve customer service satisfaction considering that nearly 80% of your customer complaint’s don’t have to be called into your overworked client service execs. learn more about what Yonyx will do for you.
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