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In today’s highly competitive and fast-paced world, customers are looking for an exceptional experience from brands and businesses. Expectations from this experience mean not losing out on valuable time, money, and patience, which is the most important of all. Brands and businesses must have patience while resolving customer’s concerns and delivering great experiences to all customers.
When a customer seeks help from the customer support team of a brand, there are two crucial things that he/she expects.
These two factors, i.e. fast response and resolution matters the most to customers. They can make or break the customer experience offered by a brand. How a brand handles customer support can be the difference between long-term customer loyalty or the rate of customer attrition.
The following figures and numbers reflect why delivering customer service are indispensable for brands.
Excellent customer service is not just helpful, but a key differentiator between brands. Even those few seconds in providing a response to the customers matter a lot. Everyone wants to provide a good customer support experience and no one would like to keep customers waiting for their queries because it is a crucial parameter that impacts customer loyalty, sales, and revenue generation for any business. Customers look forward to an omnichannel customer engagement solution.
The rise in the Number of Tickets Since the Pandemic:
The ongoing COVID-19 pandemic that started last year has impacted and forced many brands to switch to an online mode of working. This is especially true for businesses in the field of e-commerce, grocery, food delivery, learning, education, etc. After the pandemic began, a record engagement from customers has been witnessed. The number of tickets for customer support of different businesses has gone up, but the customer support teams have resolved customer issues faster and the response time has reduced drastically.
Despite having many tickets, almost one-third of companies (businesses) have got faster in resolving customer queries. The American non-profit educational organization Khan Academy has witnessed a 1200% increase in inquiries from parents and a 750% rise in contacts from teachers.
Response and resolution times reduced across all channels:
Contact center agents are becoming more efficient at resolving queries or complaints:
This efficiency percentage has been calculated based on the average number of tickets closed per agent.
This percentage increase is almost 22 percent higher than other companies.
Self-care helps resolve customer challenges because they become tickets:
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