Customer service is an essential pillar for the establishment of a good relationship between the company and its customers.
A relationship of trust can be established through an excellent customer experience which results in good customer satisfaction. The concept of customer service value is a concept to understand if you are concerned about the relationship that your company has with its customers.
Provide good customer service over the long term
A good relationship between the company and its client is a win-win relationship. It is a relationship that is mainly based on the performance and efficiency of good customer service. Customer service perpetually connects the company and the customer. The latter can approach the company in the context of its requests or complaints.
The company, through its customer service, also seeks customer feedback and involvement. Interactions can be through a help desk, information about new products, promotions, and more. While the value of customer service is more or less nebulous for the layman, it is quite quantifiable.
The value of customer service : an index of customer satisfaction
To put it simply, a company offers a service or a product to a customer. The latter pays out money for the service or product. But aside from the financial cost, there is the time spent personalizing and validating the purchase on the site. The effort made before finally enjoying the service or using the product.
There are also difficulties encountered during all phases of purchase and during the use of the service or product. The value of customer service is the relationship between the overall customer experience and customer satisfaction.
The value of customer service answers the questions: With all the money, time, and effort spent in purchasing and using the product or service, is the customer satisfied with the service? customer? Did the latter accompany him? And how. Would the customer recommend your company’s products and/or customer service?
Provide customer service with the necessary technologies
As you will have understood, for a lasting relationship to be established between the company and its customers, they must be provided with products and services that meet their expectations. But also, customer service must be able to perform its functions and provide a service that meets customer expectations in terms of accessibility and speed of intervention. The relevance of the solutions provided and the intelligibility of the advice are also crucial for customer satisfaction.
Customer service can be provided by a technician or an assistant who travels personally or via the modern digital platforms so widely deployed today. This is why improving the customer experience goes hand in hand with improving customer service thanks to video assistance. The integration of video assistance can only be beneficial for the customer service of your company. It systematically improves the customer experience and their feeling of satisfaction with the service.
A quick and less expensive solution
Video assistance allows an operator to interact directly with a customer as part of an intervention assisted by video in real-time. The customer only has to use his phone’s camera to film and at the same time, communicate orally with the operator. The latter can directly provide advice through annotations and captions. He can also send illustrated images… the possibilities are numerous. The operator can respond to customer requests and solve their problem without having to travel.
Video assistance helps build customer loyalty
Without having to bring his product, the customer can receive all the assistance he needs at his home. It saves him time and money. For its part, the company improves the image of its customer service and gains customer satisfaction. The customer satisfied by the video assistance is a customer who will be loyal to the company. Even without being asked to do so, there is a good chance that the satisfied customer will talk about their wonderful experience around them, and especially on the internet.
Other recommendations to improve your customer service
The use of CRM tools and other resources management software is a must for any company that does not want to be crushed by the competition. Several other operations must be carried out to develop customer relationships. However, it should be noted that there are not really generalized solutions that would work for all businesses.
At the core, it is above all essential to providing personalized customer service. Have you been wondering what good customer service is? Here is the answer to that question: As much as possible, customer service should aim right and provide customers with exactly what they came for. To achieve this, the service must have competent and well-equipped staff, and above all humans.