Customer service plays a decisive role in customer loyalty and satisfaction. According to a PwC survey, 73% of consumers say the quality of a company’s support directly impacts their purchasing decisions—thus, poorly executed service could lead to frustration and drive them away from the business.
With this in mind, NeoAssist, an expert in omnichannel customer service solutions, reveals 5 common mistakes companies should avoid to ensure a positive customer experience. Check them out!
1. Limiting yourself to a single customer service channel
If you want to irritate your customer, simply not being available on their preferred channel will do the trick. Many consumers prefer platforms like WhatsApp, social media, or chat, and forcing them to switch channels to resolve an issue is a major mistake.
Therefore, try to understand your audience and their preferred communication channels to build and strengthen that relationship. If they choose to switch channels, ensure they are seamlessly integrated.
2. Failing to integrate contact points
Repeating information with every new interaction with the company is among the top factors causing consumer dissatisfaction. The lack of integration between service channels creates a fragmented experience, increasing resolution times and worsening customer frustration.
By integrating different contact points—such as chat, email, social media, and phone—NeoAssist found it’s possible to reduce service time by up to 35% and improve user satisfaction by up to 25%.
“Our platform unifies all these communication channels into a single solution, allowing agents to access user history in real time, ensuring faster and more efficient service,” explains Oswaldo Garcia, CEO of NeoAssist.
3. Overusing automation and neglecting the human touch
Automation is a great ally in customer service, but excessive use can be harmful. Chatbots without a clear option to escalate to a human agent can frustrate customers, especially when they encounter more complex issues.
“Bots are great for streamlining processes and improve over time. They’re important for freeing up employees’ time for more strategic operations, but our focus is balancing automation with humanized service,” comments Garcia.
4. Ignoring service performance
Not monitoring performance metrics is a surefire recipe for failure. Response time, first-contact resolution rate, and customer satisfaction scores are crucial data for continuously improving service quality. Oswaldo emphasizes that tracking performance helps identify bottlenecks and ways to improve them.
That’s why a management tool offering constant monitoring is essential, enabling companies to track performance in real time and adjust processes as needed. Based on detailed reports, informed decisions and strategic adjustments can be made to enhance customer satisfaction.
5. Not being proactive in service
When a company waits for the customer to reach out to resolve an issue, it’s merely reacting—not anticipating consumer needs. Proactivity is essential to eliminate frustrations before they become problems.
“If you can predict an issue based on past data, why not resolve it before the user even notices? This way, you can eliminate potential frustrations and boost reliability,” concludes the CEO.
