However, it should be noted that the percentage of companies rated by customers as "friendly" after contacting them through customer service fell from 61% in February to 41% in June. It is a notable drop despite the fact that 51% of companies reinforced their customer service channels by adopting more digital media. Why is this happening? One of the first reasons is the size of the Customer Experience (CX) teams, in charge of designing the channels and the user experience, and, above all.
Customer Service (CS), those who attend to the demands, compared to . As can be seen in the following graph, the dimension of those that mobile number list can be considered SMEs, which do not even reach 10 people, makes it possible to generate bottlenecks in customer requests, and make them wait for hours and days . cs and cx teams graphic In this sense, cxLoyalty gives two tips to avoid leaving customers dissatisfied and with a bad taste in their mouths with our company: Review the strategy of customer service channels Promote loyalty with incentives Is it possible to size a customer service team overnight.
Although the second of the tips depends on each company, the first is a task that all companies have to do, no matter how small, since one day they can wake up and have hundreds or thousands of customers due to situations such as those of the pandemic, and many of them with problems. And they will not understand if we are more or less in the office and it is possible to die of success at that moment. Although the response by email, which in the best valued companies had an average of 25.8 hours, has a margin of up to 48 hours, the implementation of solutions such as "chatbots" is not easy, and the telephone continues to be a channel vital customer service.