Businesses invest a lot of money, resources, and time to build a brand that their customers would love. However, if it so happens that the business fails to put the money where their mouth is, if they fail to deliver what they have promised to the customers, they will not only lose their customer base, they will also lose their reputation in the industry.
In the year of cutthroat competition and highly empowered customers, the customer service experience is the new brand battleground. The millions that a company spends on the marketing plan will be wasted if the customer service is poor. Alternatively, the brands that have the customer service on the correct path reap the benefits by driving more sales, loyalty, and acquisitions.
The contact center representatives are the first line of customer service. They act as the ambassadors of the brand. Having representatives who know how to talk to the customer in the right way and following the best practices is possibly the most important thing a business needs to do to move ahead of its competitors.
One primary part of a good experience with customer service is offering a mix of channels so that the customer can reach you in any way possible.
Due to pandemics hitting all over the world, customer service was the only area that survived and still needs person-to-person interaction to be the most efficient. Despite an increase in the fields of self-service management and digital bot-based solutions, 65% of interaction with the customer still happens over the phone, while 15% occurs over mail. Therefore, customer service is not something that should be taken lightly by any company. This factor is very well understood by First Energy.
They understand that despite the rise in technology, digital channels like Messenger, Twitter, and web chat have become tools for the brand’s customer service. Having so many options of engagement allows the customer to pick and choose which way they wish to engage instead of forcing them to go through a specified channel. Reduction in channel bounce is very important for proper customer engagement.
First, energy understands that listening to their customers is crucial. Today’s customers assume that every engagement they have with the customer service present at it will be tailored to suit their needs and what is known of them as individuals. Furnishing the associate with the history of previous interaction with the customers will help the associate understand the problem, the nature of the customer and provide the customer with a more personalized service every time.
First Energy uses the customer insights as a ruler to gauge their own efficiency in their work process. For example, the use of text analytics and speech aggression software over calls will help the company understand the frustration or satisfaction of the customer. Interpretation of this data allows the brands like First energy to engage in informed steps to improve the entire gauge of their customer and boost their satisfaction.
Associates are the biggest asset.
Customer service is primarily about engaging with another human being who is probably facing a problem and understanding the customer’s need, and providing a solution to it.
First energy customer service section makes sure that they are empowering their associates with the time-tested processes of managing the customers, giving them the flexibility to use their own judgment and determine the solutions. Continuous training and motivating the customer service representatives about the interaction culture will increase the companies ability to deliver the best possible details to the customer.
No matter how good the brand is and how amazing their products function, if the customer service is not good, the brand will lose its customers and then its reputation in the market. Therefore, paying attention to the customer service section is very important, possibly as important as paying attention to each and every piece of equipment that comes out of the company.
First Energy regularly monitors the experiences of their customers, takes the customer’s feedback into consideration, and implements them so that the customer service experience becomes better and better with each and every customer. First Energy believes in delivering what they have promised. They not only provide their customers a range of smart home devices, installation services, repairs and checks, et cetera, they also focus on fulfilling the needs of the customers as quickly and as efficiently as possible. There is no doubt behind why this company is increasing in reputation and fame so quickly. Just look at their customer service performance, and you will have your answer in front of your eyes.
Customer service is something that is the responsibility of the company as a whole. After all, the company is built to cater to the customers. Without the customers, the company is nothing. This is something First Energy understands very well.