Measuring how successful your business is in providing a good customer service experience is essential. According to a Forbes survey, 96% of customers state that customer service plays a critical role with whom they do business.

However, whether your business is online or a material store, measuring customer service experience can be daunting and incredibly challenging, especially now that customers can interact with a company in many ways, from social media to live chat, email, and phone.

The term 'customer service experience' is a broad statement, and though many different elements make up the customer experience, it's all about your customer's perception of your brand and service at the end of the day.

Customer service should focus on the relationship between your business and your customers, from your marketing strategy to the quality of the products or services they receive and the customer service they experience along the way.

The Customer Experience Strategy

A customer experience plan is a strategy that addresses how a business will deliver a positive experience to customers by implementing practical solutions at every stage of the customer's journey. By effectively managing the touchpoints of the customer service experience, you will better understand your customers and their needs and expectations of your business.

How Intercon Messaging Supports Your Strategy

Creating a positive customer service experience takes expertise, which is why businesses hire a contact centre like Intercon Messaging. Our team has the skill and capacity to act as the missing link for your entire customer service journey, allowing us to effectively address your customer's inquiries while passively gathering crucial data to your strategy's performance.

Retain Loyal Customers

Leaving customers with a positive experience, whether through social media, live chat, email or phone, generates consumer loyalty and, depending on the nature of your business, can also impact the amount of return business.

Set Yourself Apart from Your Competitors

Using a 24-hour answering service to provide an outstanding customer experience is one way to set yourself apart from your competitors. In fact, ignoring the importance of being available 24/7 can mean losing out to your industry rivals.

Grow your Brand and Protect Your Reputation

Customers expect you to be available when they need you. When a customer has a positive service experience with your company, there is a higher chance that they will share that information with others through reviews, social media and by word of mouth.

Make Us Part of Your Customer Service Experience

Most businesses do not have a dedicated, 24/7 customer service representative, let alone a team of them. Working with a 24-hour answering service, like Intercon Messaging, is an approach many businesses adopt as part of their customer service management strategy.

When integrated with a proactive customer experience strategy, Intercon Messaging can help you connect all the customer experience dots to ensure a positive interaction for each and every one of your customers.

Let’s Connect

Learn more about how we provide a comprehensive service plan to support your customer service processes. Visit this link or call us today at 866-605-2558.