We celebrated National Customer Service Week 2021 from Monday 4 to Friday 8 October – what a week it was! Customer care is, and has always been, fundamental to the the success of any business.
Yet in the face of the enormous upheaval presented by the Covid-19 pandemic, rising costs and increasing customer demands – customer care has become increasingly strained across all aspects of the business landscape effecting both small and large enterprise.
And waiting this increasingly complex and unstable customer environment, premium customer care with immediate response times has become ever more difficult to maintain and potentially even more important.
In today's world consumers want to be able to communicate with brands and businesses across multiple platforms – and as we move towards more globally connected word, people expect to be able engage with the brands and services they love 24 hours a day, 365 days a year.
Most consumers expect premium customer service from the businesses and service providers they interact with. For a long time the catch phrase has been try and respond to customer enquiries within 1 hour, and whenever possible immediately – but is this truly realistic and sustainable without hiring additional staff? How can businesses not only survive, but thrive in this climate?
The mark of any business at the forefront of customer care in the 21st century will be the ability to respond to customers within 10 seconds or less!
One way a business or organisation can achieve this is by leveraging Artificial Intelligence messaging solutions to automatically respond to frequently asked questions, and serve customers the most relevant information – on demand 24/365.
Businesses can reduce customer service costs by up to 70 %, whilst reducing the time taken to respond to enquiries, meaning they can focus on the most important elements of their business.
Essentially businesses should seek to re-emerge from this pandemic geared for success to ensure they not only survive, but thrive in the post pandemic landscape. Leveraging technology will be an essential part of this as digitalisation and disruption continues across all industries.
This is something we will be exploring in our series; ‘How to thrive in a post pandemic world - the future of business and enterprise’.
Blu Zetta is on a mission to small and medium businesses with the necessary digital solutions needed to excel in this climate.
If you would like to get a free 1-1 consultation, digital roadmap and brand strength survey and ensure your business not only survives but thrives in this climate, all you need to do is get in touch!
– A BluZetterian
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