Customer Service, the meaning of a term that we have heard many times, perhaps under the name of Customer Care or customer support.
But what does Customer Service actually do?
However clear the names may be, very often people get confused in describing exactly what the tasks of Customer Service are and describing its meaning.
In this article we will try to clarify once and for all the meaning of Customer Service, and there will be no shortage of advice on how to manage it in the best way.
Customer Service meaning
Let’s start first of all with a definition.
Customer Service, the meaning that is found in dictionaries.
Department of the company that provides the service to the clientele after the purchase of a product or service
So we can say that Customer Service includes that whole series of services that support and assist the customer: in practice they solve their problems.
Customers’ requests can concern clarifications or doubts about the product being purchased, or malfunctions. Giving the user the solution and solving the problem marks the boundary between a good Customer Service or a customer who abandons us.
The different channels of Customer Service
We have understood what it is about. But how does contact with the customer take place?
Customer Service makes use of various channels that vary depending on the type and the activity of the company. Here are what the main ones are
Self-service support
With this method the user is autonomous and solves their problems on their own through resources made available by companies. An example is FAQs or online webinars. This type of Customer Service is a very important resource, since it reduces many costs for companies, but it cannot be the only method of customer support. In fact it must be used as a complement to a more complete customer service.
Telephone support
Telephone support is the most popular Customer Care solution.
Support through the telephone is useful for various purposes, such as taking and cancelling orders, managing bookings, giving general information to customers, solving problems, selling accessory services and products, and much more.
A good telephone support service should also include an Interactive Voice Response (IVR) System. It is a totally automated technology able to interact with the calling user and provide all the necessary information, thanks to the storage of data and previously recorded messages. Modern IVR systems are able to provide even more advanced performance, sending for example greeting messages to the interlocutor in case of a birthday or special occasions, making the conversation more “human” and spontaneous.
Online Customer Care
Today, the online Customer Care service is a must for all companies, regardless of their sector, their size and their target clientele. The technological advancement in recent years has improved timing and made communication possible at any moment.
Customers by now rely more on online support to solve their problems quickly. In addition, companies use online services to reach a wider audience and expand their own clientele.
Among the most popular customer support channels there is live chat, which allows consumers to contact the company directly through the website, email, social media (Facebook, Pinterest, Instagram, Tumblr, Reddit, etc.) and instant messaging support (WhatsApp, Viber, Telegram, etc.).
The requirements needed for a good customer Service
Once you have clear in mind what the various channels and the meaning of Customer Service are, you have to understand what the practices and the tools are to provide an excellent service that improves the relationship and increases the customer’s trust.
First of all it is necessary to respect the customer, who must feel valued and put at ease. You therefore have to show interest and empathy with regard to their issues, putting yourself in their shoes and using a cordial and understanding tone.
Another priority factor is honesty, since the customer expects seriousness and transparency on the part of the company. Do not hide anything from them or promise them something that it is not possible to keep.
The customer service must be as linear and simple as possible. Another important thing: always remember to thank them and possibly listen to their advice; in this way they will feel pampered and valued.
Do not ignore the customer’s problem, let alone their negative feedback and reviews. Indifference drives the customer away, so you have to respond in a clear and prompt way to everyone, showing yourself available and attentive to every complaint.
We at We Are Fiber propose online assistance, such as live chat and live phone calls, or based on artificial intelligence with chatbot services or hybrid chats (a mix of AI and human presence).
We are convinced that an excellent customer service is fundamental for the success of a company, so we offer an innovative service able to adapt to every requirement and need.
Do you want to know more?
Together we will find the best solution for your business and, above all, for your customers.
info@wearefiber.com
Phone (IT) + 39 02 42 10 11 22
Phone (UK) + 44 20 38 70 44 08
