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You’ve heard it all before. You’ve probably even used the slogans in ad campaigns at one point in time. We’re referring to sayings such we “We give the best customer service around because we love our clients.”
While we’re not saying you’re a liar, we wish to remind you that you better mean what you say. You will be accused of false advertising and won’t want to be charged with anything less than truth. However, that is the sad reality—many companies today are not strictly honest. The numbers reveal that not many businesses understand their clients.
Are you not convinced of this blaring headline?
Consider the heartbreaking numbers: In the online retail industry, for instance, some 49% of survey respondents revealed that many e-commerce providers must integrate online shopping tools (browser, shopping cart, help desk). This is to provide a better shopping experience. Around 94% of survey respondents found in-store shopping a lot easier. Only 28% of shoppers found mobile shopping sites easy to use.
Many companies provide shopping tools but only offer what they think is excellent, not what suits the client’s needs and wants. If a customer calls up your inbound complaints hotline telling you she hopes to see a cleaner shopping interface on your newly launched mobile site soon, for example. You would be wise to give her just that because the truth is that she might not be the only one who wants to see such an interface.
The reality is that today’s multi-channel, social media-driven world has made Inbound contact center feedback much more accessible. A disgruntled client need not call your eternally busy call center to complain about your website’s sucky interface; a quick Tweet will suffice. You should, therefore, take note of that timeline post and do something about it. This will show that you care because you listen. And thus, you won’t be accused of not understanding your customers.
One quick question: Do you truly understand your customers? Magellan Solutions can help you build multi-channel to make responses faster and more efficient than ever.
