How to annoy the customer in 5 steps

Customer service plays a decisive role in customer loyalty and satisfaction.For 73% of them, the quality of a company's support directly impacts their purchase decisions, according to a PwC 'DO survey, so a poorly executed service could lead to frustration and drive them away from business. 

With that in mind, NeoAssist, an expert in omnichannel customer service solutions, reveals 5 common mistakes that companies should avoid to ensure a positive customer experience.Check it out!

1. Stay restricted to a single service channel

If you want to annoy your customer, just not be available on the channel he chose. Many consumers prefer platforms like WhatsApp, social networks or chat, and forcing them to change channels to solve a problem is a big mistake.

Therefore, try to understand the audience and where they prefer to communicate to get closer and closer to this relationship.If they choose to change channels, make sure that they are perfectly integrated. 

2. Not integrate the contact points

Repeating information with each new contact with the company is among the main factors that generate dissatisfaction in consumers. The lack of integration between service channels creates a fragmented experience, increasing the time to solve problems and aggravating customer frustration.

By integrating different touchpoints such as chat, email, social media and telephone & SO, NeoAssist has identified that it is 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 have access to user history in real time, ensuring faster and more efficient service”, explains Oswaldo Garcia, CEO of NeoAssist.

3. Overdo automation and ignore human touch

Automation is a great ally in customer service, but using it excessively can be harmful. Chatbots without the clear option of scaling to a human agent can frustrate the customer, especially when faced with more complex issues.

“Bots are great for streamlining processes and improving over time.They are important for freeing up employee time for more strategic operations, but our focus is on balancing automation and humanized service”, says Garcia. 

4. Ignore the performance of the service

Not monitoring performance metrics is a sure recipe for failure. Response time, first interaction resolution rate and customer satisfaction index are crucial data to continuously improve the quality of service. Oswaldo reinforces that tracking this performance helps to understand where the bottlenecks are and how to improve them.

Therefore, a management tool that offers constant monitoring is indispensable, allowing companies to monitor performance in real time and adjust processes as necessary. Based on detailed reports, it is possible to make informed decisions and strategic adjustments that reflect customer satisfaction.

5. Not be proactive in care

When a company waits for the customer to contact them to solve a problem, they are just reacting, not anticipating consumer needs. Proactivity is essential to eliminate frustrations before they become a problem. 

“If you can predict an issue based on previous data, why not resolve it before the user even realizes it?This way it is possible to eliminate potential frustrations and increase your” reliability, concludes the CEO.