With all the need for adjustment in the last few years, many enterprises have fallen into the trap of thinking that frequent change is the key to success. But really, going back to basics is what companies need most to stay ahead.
In the pursuit of improvement and adaptability, businesses have let core foundations of good customer care slide. In our recent Inspiro podcast, Chief Solutions Architect Mark Belcher points out a number of signs of fundamental degradation, from a lack of efficient omnichannel communication to absurd call holding times. Customer care, he believes, needs to re-orient its focus toward key elements of efficient interactions, such as ensuring that consumers can get the support they need in a single call.
Rommel Regino, Global Head of Operations and Sales, chimes to note that efficient and thoughtful communication has become more vital than ever since the pandemic has encouraged consumers to increase their technological fluency. As consumers break through old conceptions of generational gaps in terms of channel use and preference, it becomes increasingly important to optimize methods and processes of communication and connection, challenging as that may be, through a screen.
Perhaps the most fundamental element of customer care, as they discuss, is building customer trust – something, especially in need of attention in a time where customer attrition is a major concern. Despite receiving millions of queries a year, companies must be able to treat each one as a priority to let customers know that they, too, are being prioritized. As put by Regino, “They cannot be treated as a customer; they need to be treated as a partner.”
While keeping up with technological change is essential to growth and development, it’s just as—if not more—necessary to ensure that the foundations of your business’s customer care are solid. Customer trust relies on a company’s ability to remain unshakeable, even in challenging times – we have to show customers that our commitment to providing optimal customer experience will never change.
